ComplaintsforNonStop Health

• Initial Complaint

  03/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  i was charged for this and DID NOT APPLY

  Business response

  03/21/2024

  *********************************************;

  Nonstop does not "charge" people for things, so I am unclear as to what you mean charged you. I can not find you in our system by the information you have provided, your name or email. I would need to understand how Nonstop charged you? I also need to know what company you work for?

  I can not follow up if I can not find you in our system 

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  NonStop Health suspended my benefits Friday 02/16/2024 and it was unacceptable suspension of the benefits. NonStop Health suspended my card before the long weekend knowing their offices will be closed and I would not be able to call in! for 5 days! On top of this I'm on EST and they run the offices on PST with very generous closed times - it makes it very hard to get in touch with anyone from NonStop Health office. I requested a call back multiple times and no one called me back.My wife had two doctors appointments scheduled on 02/19/2024 and 02/20/2024 (we could not reschedule) and had to pay out of packet. My card is still not working and I'm listening to on-hold music for 2 hours now.So far this NonStop Health have been nothing but nightmare.

  Business response

  02/23/2024

  Please know our system is automated so any card suspensions (due to mis-use of the **** card) before a holiday weekend were not intentional. Our hours are Monday-Friday from 9am-8pmEST, allowing our East Coast members 11 daytime hours to reach us with any issues. While we were closed on President's *** (Feb 19th), we were only closed for three consecutive days (with the weekend), not five. We understand one of our representatives contacted you on February 20th to resolve your concerns and your card is now unsuspended. If you continue to have any questions or issues with Nonstop Health, please contact us!" ************ or ************************************************ 

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Negligence! Nonstop you were compromised and I was affected! My information was stolen because of your data security vulnerability! I called y'alls number to get a copy of the letter that was sent to me and I was told that it was HR who sent it. I called HR and was told its nonstop! I emailed yalls account executive and all I got is a template! I told him the exact thing that happened a d I will need help for the investigation and your company has no help in rectifying this mess that you all started because you are not secured!

  Business response

  12/05/2023

  This was park of a larger situation that is legal and Nonstop can not speak to it in a public forum like this. Nonstop has provided legally what we can to the member about the breach and all companies and members were contacted individually with the pertinent information. As any other company has done when this happens. 

  Unfortunate incident that happened but Nonstop has handled it to the letter based on our cyber insurance policy.

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My provider told me that she had not been reimbursed from NonStop for DOS November 2022-January 2023, this occured in April. I immediately reached out to find out that NonStop had sent the payments to the wrong address. The checks had been cashed by someone other than my provider. After speaking to them they said they would investigate and reissue checks, in the first week of June I reached out to NonStop again, only to find out that they had not investigated and had not reissued payment. Now they are requiring my provider to get notarized statements before they will move forward with payment, even though they mailed the checks to the incorrect address.

  Business response

  06/08/2023

  To whom it may concern

  This is beyond Nonstop, the checks have been cashed fraudulently and the bank is requiring the notarized paperwork for ** and the client to recoup the over $900. 

  We are following the requirements of the bank. Her provider was the receiver (payee) of the checks and because of that she has to file a claim with the bank as well. We have done our side of the banks ask, we are asking the member to have her provider to the same to get paid. 

  The bank told ** yesterday and I sent an email to her yesterday and her provider yesterday. 

  We have no refused to send the money to her provider but we are following the banks request. 

  We have informed the member we can mail future checks to her to pay the provider, but we can not resolve the previous issue because it is a bank issue.

  ***********************

   

• Initial Complaint

  04/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our school changed health insurance from ****************** to Empire Blue Shield and added a Nonstop **** card to help us teachers with copayments and medications, which are not covered by the insurance we use this card. Our insurance has always covered most of my migraines, diabetes, and seizure medications, but now they are not, and also paying for insurance from my paycheck that is making me "repay" the medications that I need. I'm a teacher that lives paycheck to paycheck and unfortunately, I have different conditions. I feel this is unfair.

  Business response

  12/05/2023

  *************************

  I am sorry that you were misinformed about how Nonstop works. I would speak to the person who told you it could be used for everything and anything because all our documents state that this is not true. We provided a benefits guide as well as a flier that came with your Nonstop **** card that explained how to use the plan. 

  I see that you owe us $527.00 for misuse of the plan. 

  I have attached the **** card flier that came with your **** card, what is covered and what is not and how to use Paypal to pay back the owed money. 

  We apologize that the messaging was not received correctly but we try really hard to create multiple fliers , guides, recordings and hold meetings on how the plan works because we know it is different than before. 

  Nonstop is a great plan when used the way it was intended. We pay your copays and deductible!

  ******

  Business response

  12/05/2023

  *************************

  I am sorry that you were misinformed about how Nonstop works. I would speak to the person who told you it could be used for everything and anything because all our documents state that this is not true. We provided a benefits guide as well as a flier that came with your Nonstop **** card that explained how to use the plan. 

  I see that you owe us $527.00 for misuse of the plan. 

  I have attached the **** card flier that came with your **** card, what is covered and what is not and how to use Paypal to pay back the owed money. 

  We apologize that the messaging was not received correctly but we try really hard to create multiple fliers , guides, recordings and hold meetings on how the plan works because we know it is different than before. 

  Nonstop is a great plan when used the way it was intended. We pay your copays and deductible!

  ******

• Initial Complaint

  01/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company approved medical charges of up to ******* and then audited and asked for it all back despite my providing all the necessary documentation required. They audited and requested reimbursement of charges from the same provider my boss uses and didnt even request anything back from her for the same services. I was promised if I agreed to repay the balance my new card would renew in the new plan year. Today I found out this is not the case and they are not covering anything until I repay them what they already approved on their own debit. Its shady and a scam and should be investigated. I refuse to pay them anything now. No matter what I send they claim I didnt send it or they need more of the same documents. I have sent them every single EOB. I was also told I could direct bill from my pharmacy until my card reactivated upon payment plan setup and today I was told they dont do that at all.

  Business response

  01/18/2023

  Hello

  We have spoken to the member's ************************** and they have reached out to the member to discuss the issues. We are a MERP plan set up by her company. The member has been using funds from her company's merp plan to pay for medical services she has received by using her husband's medical plan. This is against the medical plan agreement. 

  The member subsequently owes money back to Nonstop / Her company due to the misuse of the funds. 

  She initially asked to be removed from the *** plan but ultimately decided to stay with the plan and pay the money back to Nonstop  / her company.

  Nonstop is happy to explain the plan to the member but she also can speak to her HR and company about the plan. 

  Please reach out if there is further information needed 

  **************
  VP of Transition Management 

  Customer response

  01/18/2023

   
  Complaint: 18694383
  
  I am rejecting this response because: the company approved the purchases on their card and have approved similar purchases for other employees who have not been audited. These medical expenses were utilized with both my Regence and my husbands insurance. Originally, I asked for a coordination of benefits and was informed my husbands insurance was primary and then half way through the year I noticed bith companies had themselves listed as primary and everything had to be reprocessed. Then, despite providing receipts for covered services all remaining services for the rest of the year were denied until I repaid $1100. I feel the merp plan did this to save money even though all my expenses were medical and were covered under my plan. Nowhere in my agreement did it say my expenses had to be In network with Regence and my employer told me it was an hsa, not a merp. My non stop card even says hsa on the back. The company has also refused to send me a replacement card. 
  
  Sincerely,
  
  *******************

  Business response

  01/19/2023

  ***************

   

  Your employer and Nonstop have tried multiple times to explain the program and what has happened with your account, each time you say that you understand and then you come back here and say that you do not. I am not sure how else we can explain what has happened and why.  

   

  HOW *** WORKS

  1. We are not a HSA or a FSA card , we are a MERP it a wrap around plan with your Regence medical insurance. *** funds that are on this *** **** card are given to you by your employer , these are not your funds.

  2. We give you a *** **** card to pay for your copays , coinsurance and deductible as long as the services you receive fit this criteria a. *** services is run through Regence as your primary medical insurance  b. *** provider or facility is in-network with Regence c. it is a covered service with Regence

  3. We also provide a guide and videos on how to use the plan. ***re was also a handout in the *** **** card explaining how to use it. 

   

  What you did 

  1. You stated that you had coordinating benefits and both insurances were primary . You can only have one primary medical insurance and because you have one with your employer that is always going to be your primary. You can not have two primary medical insurances. Coordination of benefits really only works well when you have two coverages with the same insurance company. 

  2. You used your husband's insurance and your primary and not ***, then proceeded to use the *** card to cover the deductible of your husband's insurance. This does not follow the guidelines of the program.

   

  What has to happen. 

  1. You will need to pay back the money for the charges you made on the *** **** card because they do not match the criteria above. 

  2. You owe us at the moment over **** and maybe more if we look at all the charges you have done over the past year. You agreed to a payment plan and we set it up. You have now canceled that arrangement and defaulted that agreement. We now need payment in full.

  3. We will not be able to extend more funds to you until this payment is made back in full. 

  4. ****** Services has ordered you a new card and it should arrive within the next week but it still will be suspended because you still owe the money back to Nonstop / your employer. 

   

  To make this work in the future:

  If you stay on the plan with your employer you will have to do the following:

  a: Give your providers your Regence card as your primary and your husband's coverage as your secondary. *** provider will have to submit to Regenece first and your husbands second. 

  b. If the provider is in-network with Regence and it is a covered service by Regence you can then use the *** **** card to pay the remaining balance.

   

  PS:

  1. *** **** card being accepted at a office or facility does not mean that Nonstop approved the charges. *** *** **** card is like any other **** card (it does not have any linkage to your medical insurance) if it is a medical facility the card will work. This is why we have what is called the substantiation department , where we ask members to confirm that this is a legitimate charge, which is why we reached out to you. We have determined that your swipes did not meet the criteria of the plan.

  ****** W

  VP of Transition Management

   

  Customer response

  01/19/2023

   
  Complaint: 18694383
  
  I am rejecting this response because:my experience is not equal to that of other employees and I am being unfairly audited based on disabilities that required use of the funds non stop wasnt prepared to pay so they rejected my medical expenses without adequate notification of their complicated system given in advance. Once again, nowhere in our paperwork does it say these stipulations up front and their card was approved. That is an internal problem, not mine. At every medical appointment I presented both cards. Non stop is picking and choosing what they cover without cause, despite adequate documentation sent. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Please help. My employer at the time had a health reimbursement plan with Non-stop wellness where we had ~$5k in an account that we could use for qualifying medical bills. I made claims to seek reimbursement, but I have been given the run around and have not received any of the reimbursement that was promised. I have spent many hours on the phone with them and had no resolution. Claim #NSET-CBQ3TXOLCP #NSET-N341IF1XLT #NSET-WPLO5VH9ZG #NSET-2HOAPCLBZX. They keep on asking for the documentation that I have already provided. Thank you, ***********************************

  Business response

  07/14/2022

  ******* / BBB

  You sent in about 4 different ticket numbers with Nonstop. There are really only two tickets that are in question and I have responded to you from those tickets with Nonstop. 

  X0LCP -- check was mailed on mailed on 05.11.2022 to the provider as you requested. It was cashed on 05.16.2022.  I have attached the claim form where you requested that this go to the provider as well as the cashed check. If the provider is still reaching out to you , I would reach back out to the provider. If you paid as well you would be owed a refund from the provider. 

  F1XLT, PNG0l and 5VH9ZG and L147EL are all associated with 10.02.2021 for ******. The check was cut and mailed in 11.21.2021 which check #********** and mailed to you at the current address we had on file which was *****************************************. We currently show in our system that this check has not been cashed. We can issue a new check but we would like to confirm the mailing address as to not send another check out that will not be received. 

  Sorry you felt like you had to go to the BBB, every department has a manager and a director or VP that this could have been escalated to. Please let us know via the emails we sent to your personal email about the reissuing of the check and we will get that piece handled for you. 

  ****** W

  *****************

  VP of *********************** (Claims) 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩