Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/08/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nonstop Health never sent me a debit card. As a result, I have been without my medication for weeks. This is the medication I need to survive in my everyday mode of function. I am a high school teacher and program director by trade. I was never sent my card. As a result, I was presented with a $400 dollar bill I cannot afford to pay. Teachers are underpaid. I am barely making it week to week. I contacted Nonstop regarding this issue... they told me that I would receive the card one or two weeks and that I would have to pay for my medication out of pocket and that they would reimburse me. Unfortunately, not everyone is privaleged enough to pay out of pocket for medical expenses... The result of this affected my work performance my overall, so much so that my work has been compromised. I am diagnosed with ****, and other issues that resulted in me losing my phone for the first time in twelve years off of my medication because I couldn't access it. I have not only been faced with additional bills as a result of that, but lack of medication to this day that will further compromise my job. I also deal with ********** issues. I would like to know from both my employer and Nonstop how your method of "paying out of pocket and being reimbursed" is fully ethical to people who can barely afford to pay the bills on their salaries that barely make ends meet? I am now without my primary mode of communication, now without my medication, my phone was my means of finances to access food... I will be seeking legal council as this is simply unethical. Stay away from this company of any company that uses them.

  Business Response

  Date: 02/12/2025

  Hi *****,

  Thank you for reaching out and sharing your concerns with us. We completely understand how frustrating it can be not having your card to cover your expenses.
  It looks like a set of cards was initially mailed using the address provided by your employer. Unfortunately, as you mentioned, it seems the cards didnt arrive. While this can occasionally happen, Nonstop is more than happy to reorder the cards for you at no charge. Our priority is ensuring you receive your cards so you can easily pay for your medical expenses

  The good news is that a new set of cards has been produced and will be mailed out shortly.

  Also, I want to take a moment to clarify how our Medical Expense Reimbursement Program (****) works:

  Employee Pays First: With a ****, employees typically pay for medical/prescription expenses upfront and obtain reimbursement after the services are paid.
  

  Submit Proof of Payment: To receive reimbursement, a member must submit proof of payment, such as receipts or invoices, to verify the expense is covered under the plan. 
  

  Tax-Free Reimbursement: The money you receive through the **** is tax-free, making it a great way to cover medical or prescription expenses.
  

  *In addition to allowing members to submit eligible expenses for reimbursement and helping make the process easier, Nonstop also provides members with a **** card to pay for eligible medical expenses directly*. However, that is an added benefit that does come with other requirements. 
  

  If you ever have an issue with urgent medication being covered, please call us.

  Please dont hesitate to reach out if you have further questions or need assistance.
  

  Nonstop Support Team

• Initial Complaint

  Date:11/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  NONSTOP sent multiple emails about 2 weeks after date of service with providers demanding an *** immediately or they would suspend my card. I called my insurance company and was told an *** was not possible for ***** days, which is standard in the industry. I called NONSTOP (after being on hold around and hour) and let them know that I was doing everything to get the **** They told me that I didn't need to worry and they would put a note in their system to my case manager that I was working on it and that the harassing emails should stop. Well, 10 days later they sent an email that if I did not submit an EOB immediately, they would suspend my card. This time no one picked up the phone at the main number and I called and emailed my case manager with no response. So they suspended my card ---after I have spent hours on the phone responding to their demands. NONSTOP is a scam. They look for ways to suspend your card and won't respond to your attempts to follow through!!!

  Business Response

  Date: 12/12/2024

  Thank you for taking the time to share your experience with Nonstop. We truly appreciate your feedback. We apologize for the inconvenience and understand your concern. 

  When our system flags a Nonstop **** Card swipe due to unclear expense eligibility, we send multiple email notifications requesting additional information to verify the claim. If a member requests more time, our agents can extend the deadline. In your case, unfortunately, the system did not allow the full extension that was requested by our agent. 

  We apologize for the premature hold on your card. It has been reactivated, and we look forward to receiving the *** once it's available to resolve the issue.

  Thank you for your patience, and please dont hesitate to reach out if you have any further questions or concerns.

• Initial Complaint

  Date:10/11/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 22411706
  
  I am rejecting this response because: As has been clearly demonstrated, I correctly and appropriately used my Non-stop account to cover the medication co-pay and NOT any shipping or membership fees. Since I have clearly demonstrated on two separate occasions the correct use of this card with Amazon pharmacy, it does NOT make sense for me to pay out of pocket for the same co-pay that has been covered twice just to have to go through the process of being reimbursed. This is adding extra, unnecessary steps and seeing that it took Non-stop almost two weeks to reply to this message, I have very little faith that it will not take equally as long (if not longer) to be reimbursed for a cost that is clearly covered by this company.
  
  Sincerely,
  
  ****** *****mmediately.

  Business Response

  Date: 10/22/2024

  Hello Member,

  Thank you for your feedback and for sharing your insights. We truly appreciate it and understand your frustrations.

  To clarify, Nonstop operates as a Medical Expense Reimbursement Plan (MERP) that complies with federal regulations from multiple agencies. According to the plan documents, funds from Nonstop-administered accounts can only be used for covered services and prescriptions as defined by the underlying carrier plan. While *************** may be in-network with your insurance carrier, shipping and membership costs are not eligible under our plan because they do not contribute to the plan accumulators.

  After reviewing your profile, Im pleased to inform you that all open tickets have been resolved. Thank you for providing the necessary information to verify the eligibility of your claims.

  If you need anything else, please dont hesitate to reach out to Nonstop - ************ or **************************************** Were here to help!

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

  Business Response

  Date: 10/24/2024

  Thank you for your response! Please continue to use your card for eligible services and prescriptions. If we request substantiation again for an Amazon pharmacy charge, just provide us with documentation verifying the claims eligibility. Since youve successfully substantiated a few claims already, you're familiar with the process! 
  

  Customer Answer

  Date: 10/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i was charged for this and DID NOT APPLY

  Business Response

  Date: 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

  Date:02/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:07/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:06/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:04/17/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date: 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

  Date:01/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  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

  Date: 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 

  Business Response

  Date: 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 Answer

  Date: 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,
  
  *******************