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:07/15/2025

  Type:Sales and Advertising 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.

  On 06/27/2025, I received an order from Nations OTC that should have contained 11 items. The order was incomplete - a $40 item was not included. After talking to Nations OTC Supervisor, I was informed that they go strictly by *** weight and that this claim was denied because the weight was determined correct for all the items that I ordered. At first I was told that this was strictly a call center and they had nothing to do with the packaging or labeling. Believing in accountability, I asked for the name of the company that packaged, and they finally admitted that it WAS their warehouse and their employees. The missing item was listed as 12" X 24". The box I received was a 10" X 8" box. This package had not been tampered with in any way, was professionally sealed, so in my opinion the problem was that the missing item had never been packed. However, Nations *** refuses to take responsibility and denied my claim.

  

  Business Response

  Date: 07/28/2025

  We apologize for the experience. After review, we confirm that a reshipment request for the item Heating Pad, X-Large, 12 x 24 was submitted on July 18, 2025, and approved. The package was shipped and successfully delivered on Friday, July 25, 2025. If you have any further questions or require additional clarification, please do not hesitate to reply to this message.

  Customer Answer

  Date: 07/28/2025

   
  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:06/25/2025

  Type:Service or Repair 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.

  I have a ************ supplemental plan. Nations Benefits is the vendor that supplies the *** portion of plan. I started Hap in January 2025. I was supposed to receive a ********** to use for *** benefits . Each quarter I receive ****** dollars on the card. I called Nations Benefits on April 9 explaining I did not receive the card. I was told they will mail it again. On May 30 I called again because I never received it and they said they would mail another and verified they have the correct address. Never received it. Called a third time on June 10. I was told it was mailed. It is now June 24. Called today explaining I have an eye doctors appointment on July 2 and wanted to purchase glasses. I would have ****** on the Mastercard as of July 1 yet never received the card. I asked if they could send it another way. Overnight or fed ex. They said no. I asked how do I purchase the glasses with the card? Supervisor stated they didnt know. They asked if I spoke to the post office. The post office stated they have delivered all mail to my address and I find it hard to believe three cards mailed and its the post office problem. Nations benefit employee said the envelope looks like an advertisement. I knew this and told the *** I open all mail and do not have children. I will also file a complaint with Hap hoping one if these grievances will bring some answers. I have asked the supervisor I spoke with if I could contact the department that mails the cards out and she said she doesnt have access to that department. I asked if there is a CEO of nations benefits I could contact. I was told they dont know who that would be.

  

  Business Response

  Date: 06/26/2025

  We apologize for the experience. A new replacement card request has been submitted and will be expedited. You can expect to receive your new card within 5 to 7 business days. Additionally, to ensure no loss of benefits, the funds from the first two quarters have been rolled over and will be available in the third quarter,bringing your total balance to $420.00 effective July 1. If you have any further questions or require additional clarification, please do not hesitate to reply to this message.

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23518158
  
  I am rejecting this response because:  I never received the card. Since my initial complaint I contacted my insurance agent who then contacted *** and I believe Nation Benefit. I was told I will receive the card by July 12. It is July 17 and Still have not received ! I still have not ordered the glasses I need. I am requesting that the card be sent over night by a different carrier! I think waiting six months for a benefit I should have received deserves more than a repeat of whats been done ! Send it overnight! 
  
  Sincerely,
  
  *** *****

  

  Business Response

  Date: 07/26/2025

  We apologize for the experience. Following our conversation, a request for a new card has been submitted and will be processed with expedited shipping. Once the tracking number becomes available, it will be shared with you promptly. We will conduct follow-up calls to ensure successful delivery and provide ongoing updates as they become available. You can expect to receive your new card within 5 to 7 business days. Additionally, please note that your benefits will roll over and remain active through the end of the calendar year. If you have any further questions or require additional clarification, please do not hesitate to reply to this message.

  Customer Answer

  Date: 07/28/2025

   
  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:06/18/2025

  Type:Product 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.

  $75 dollars was put on benefit card #****************-****** ****** on 3/23/25. The Card was declined on 4-1-25 noting insufficient funds. Nations Benefits was notified on 4-01-25, 4-16-25, 4-16-25, and 4-30-25 of the problem. Nations Benefits informed me to contact the store- ****** in ******** to request a refund as the money had been deducted from the card. ****** noted that no funds were received. Anthem Health Keepers were informed of the problem on 5-5-25. A grievance was filed. Today, June 18, 2025, we finally learned that ****** did not withdraw the funds. I was informed that the $75 benefit for ***** was declined noting an invalid account. I was also informed that there is no way to receive the $75 benefit because all funds are to be used by the end of each month. Nations Benefits did not research the problem and is the reason funds were not available for use. The problem was reported in a timely manner with follow up to both Anthem and Nations Benefit who blamed Kroger. I lost a benefit that I was entitled to receive.

  

  Business Response

  Date: 07/01/2025

  We apologize for the experience. We can confirm that on April 1, 2025, a transaction at ****** in the amount of $75.00 was successfully approved under Transaction ID ************. On the same date,three additional transactions. (Transaction IDs ************, ************, and ************) were declined due to insufficient funds, as the available balance had already been fully utilized by the approved transaction. As a result, we are unable to honor your request, as the full benefit amount was exhausted. All transaction details are available for your review by logging into the member portal. If you have any further questions or require additional clarification, please do not hesitate to reply to this message. 

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23485849
  
  I am rejecting this response because ****** did not receive any funds. The records indicate that there was a system error according to my last conversation with Nations Benefits.  Money was not used.  All transactions were denied.

  
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 07/11/2025

  We apologize for the inconvenience. In situations like this, we encourage members to log into the member portal to view their transaction history, which will indicate whether a transaction was declined or successful. In this case,transaction ID ************ is reflected as successful. We recommend sharing a copy of the transaction details, including the transaction ID, with the merchant as confirmation that the funds were authorized. This documentation can help the merchant investigate further and work toward a resolution. If you have any further questions or require additional clarification, please do not hesitate to reply to this message.

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23485849
  
  I am rejecting this response because:  The information provided is incorrect.  Please  Request a view of my last call and conversation with Nations customer service.  The Representative said that it was discovered that the first transaction was received as an error!
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 07/20/2025

  We sincerely apologize for the inconvenience. Following a thorough review of your call interactions, we can confirm that our customer service representatives advised that Transaction ID ************ is reflected as successful. It was also advised to contact the merchant directly to dispute the charge, as the funds were pulled by them, and any refund would need to be issued from their end.
  To support this process, and in line with what was discussed during the calls, please find attached a copy of the transaction history. The transaction in question occurred at ****** on April 1, 2025, at 12:00 AM,for $75.00, and is listed as successful.
  We recommend sharing this documentation with the merchant as confirmation that the funds were authorized. With this evidence, the merchant is best equipped to conduct a further investigation and determine the appropriate resolution. If you have any further questions or require additional clarification, please do not hesitate to reply to this message.

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23485849
  
  I am rejecting this response because: Kroger denies transaction number.  There was no transaction as noted! Transactions were denied. Our ****** account shows no such transaction.  Nations Benefit received an error message on ******** according to my last recorded conversation with Anthem and Nations on a three way call.  This is more than an inconvenience but fraudulent claims on ******!
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 07/31/2025

  We apologize for the experience. The issue has been escalated for further review, as the transaction still appears in our system as approved. In the meantime, we have manually loaded $75.00 to your account, which will be available for use beginning the next benefit period on August 1, 2025. If you have any further questions or require additional clarification, please do not hesitate to reply to this message.

  Customer Answer

  Date: 07/31/2025

  Satisfied with response.  Please inform Nations that on 6/8/25 employee of Nations - ******, informed me and Anthem that the system showed an invalid account with no purchase!

  Thanks for your assistance in this matter.

• Initial Complaint

  Date:06/14/2025

  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.

  #***W13289 ON JUNE 6TH I ORDERED $160 WORTH OF FOOD THAT WAS TO BE DELIEVERD ON jUNE 7TH BY 2 PM. IT NEVER CAME . HOWEVER NATIONS BENEFITS TOOK $160 OUT OF MY ACCOUNT. I CALLED THEM AND THEY TOLD ME IT WOULD BE DELIEVERED THE NEXT DAY. IT NEVER CAME I CALLED THEM AGAIN AND THEY TOLD ME IT WOULD BE DELIEVERED ON MONDAY JUNE 9TH. IT NEVER CAME. i CALLED NATIONS BENEFITS AGAIN AND THEY TOLD ME THEY WOUDLD REFUND MY MONEY IN 2 OR 3 DAYS IT NEVER CAME TODAY SAT jUNE 14. 8 DAYS AFTER ORDERF NO MONEY CAME I CALLED NATIONS BENEFITS AND THEY SAID MONEY WOULD BE REFUNED IN 7 DAYS. THIS IS FRAUD. THEY ARE ADVERTISING A BENEFIT THAT IS NONEXISTANT. THEY SAY THEY ARE REFUNDING MONEY AND JUST KEEP THE MONEY. HOW MANY OTHERS ARE THEY DOING THIS TO? THEY NEED TO BE STOPPED.

  

  Business Response

  Date: 06/23/2025

  We apologize for the experience. Your refund request for order number *********** has been approved, and the funds have been successfully credited to your account. If you have any further questions or require additional clarification, please do not hesitate to reply to this message.

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair 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.

  April ****** a charge for $53.14 and $ 3.30 was deducted from my Nations Benefits Master Card for products I ordered from Nations Benefits site.On April 14th I called and talked with ******* then Supervisor Nozomi who determined it was a ghost order and would take about 5 days for the IT department to resolve. On April 22nd Nozomi left me a voice mail informing me there was no update from the IT department.I returned her call that same day and requested she call me back. She did not.On April 25 I spoke to Alnique was told no updates.On April 25 I called Nations Benefits corporate office and spoke to ******* and was told the IT department would have to resolve and was rudely informed there was no time table as to when it would be resolved.On May 5th I called Anthem to complain about the service I was receiving from the vendor they selected for their customers. ***** opened a ticket *********** and filed a grievance with Nations benefits poor service toward Anthem customers.On May 19th I called Anthem and spoke to **** and was told nothing has been resolved and she sent me back to Nation Benefits and I spoke with **** and was once again told the IT department has not even looked at my case yet. For over seven weeks I have been given the royal run around by Nations benefits. I now have to spend my own money for the items that should be covered by my benefits. PLEASE HELP!!

  

  Business Response

  Date: 05/30/2025

  We apologize for this incident and the frustration caused. Your account has been credited $56.44 as of 05/30/2025 and the funds are available for immediate use. Please do not hesitate to reply to this message if further assistance is needed. Thank you!

  Customer Answer

  Date: 05/30/2025

  I'am satisfied with the resolution. Thank you for intervening on my behalf.   

  Customer Answer

  Date: 05/30/2025

   
  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.

  I also want to thank the BBB for intervening on my behalf. I have never in my life experienced a company like Nations Benefits that treated their customers so poorly.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:05/12/2025

  Type:Product 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.

  I have a flex card with AvMed.I get ****** month which I use for ************ Jan I took ***** from account,never received it,the same occurred in Feb ands April ****** *****.I complained several times, no resolution!On May 1 I tried to get money out,read error would refund money in ***** *****,the same thing occurred on May 4 for *****!I reported several times again and again!I cant get my groceries!If I didnt need the money I wouldnt care!I called AvMed ,they havent done anything!I am sick and disgusted!Why cant anyone help me ?????

  

  Business Response

  Date: 05/29/2025

  We apologize for the experience. We can confirm that adjustments were made and that the corresponding funds have been credited to your account. A $20.00 adjustment was applied on May 21, 2025, followed by an $80.00 adjustment on May 23, 2025.These amounts have since been utilized. Your current remaining balance is $5.19, which will expire at the end of the month if not used in full. If you have any further questions or require additional clarification, please do not hesitate to reply to this message.

  Customer Answer

  Date: 05/29/2025

   
  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:05/05/2025

  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.

  I am issuing a complaint, because for the last 2 months the nation benefits company has not been working and I have called multiple times and all other people I know are having an issue with this app and company!! I cannot use my nation's benefits OTC card. It is for food and medical supplies which I have not been able to get any of these. They need to be investigated I don't know if there was a an act of bad actors who infiltrated this company and others.

  

  Business Response

  Date: 05/20/2025

  We apologize for the experience. We can confirm that there was an issue with the ************************ app. Our IT team promptly investigated the matter and implemented a resolution. On May 15th,2025, one of our representatives reached out to confirm that the issue had been resolved, and you were able to log in successfully. Additionally, there are no declined transactions in your account history. In fact, we can confirm that several approved transactions from different merchants are reflected on your account. If you are experiencing any difficulties using the card, our Member Experience Advisors are available from 8:00 AM to 8:00 PM, 7 days a week (Eastern Time). You can reach them by calling ************ (TTY: 711). If you have any further questions or require additional clarification, please do not hesitate to reply to this message.

• Initial Complaint

  Date:05/02/2025

  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.

  I can't use my card in store on products that are accepted on the app (Boost nutrition drink) I tried ********, ********* and stop and shop

  

  Business Response

  Date: 05/16/2025

  We apologize for the experience. We can confirm that the declined transactions appearing on your account were due to attempts to purchase ineligible products. Product eligibility may vary depending on the vendor and factors such as brand, size, and quantity. To assist with identifying eligible items, our online portal includes a "Check Eligible Products" feature that allows members to search for specific product eligibility. Additionally, our IT team has identified a bug that is currently causing an error message during the registration process within the app. We are actively working to resolve this issue. Once resolved, the built-in item scanner feature in the Benefits Pro 2.0 app will also be available to verify product eligibility. We appreciate your patience as we work to address this matter promptly. If you have any further questions or require additional clarification, please do not hesitate to reply to this message.

  Customer Answer

  Date: 05/17/2025

  I always use the app I am able to buy online at ********* but not in store for the same exact item and size 

  Customer Answer

  Date: 05/17/2025

  I now know they are a member of bbb so I don't expect you to do anything and risk losing money 

  Customer Answer

  Date: 05/31/2025

   
  Complaint: 23280339
  
  I am rejecting this response because: l attempt to purchase products approved on the portal and was able to purchase in January 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 06/11/2025

  We apologize for the experience. Following a thorough review, we can confirm that multiple successful transactions have been recorded on the account. The most recent declined transaction occurred on May 13, 2025, involving two attempts to purchase items that are not eligible. Please note that item eligibility can vary depending on the vendor, including factors such as brand, size, and quantity. Ultimately, the determination of an items eligibility rests with the retailer. If you have any further questions or require additional clarification, please do not hesitate to reply to this message.

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23280339
  
  I am rejecting this response because:
  I tried to buy products I bought before at the same place BBB is a joke you just don't want to lose a customer I only got action when I complained to the state 
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 06/11/2025

  BBB is a joke 

• Initial Complaint

  Date:05/02/2025

  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.

  on 3/11/25 my local propane suppler attempted to charge the card for home heating propane. the card has been declined due to invalid merchant. We have attempted to correct this issue with NB for over two months now. **** propane is a home propane supplier for home heating. they are not listed as a approved vendor with NB. the attempts to add them as a vendor has been unresolved. **** has emailed them twice, talked with them on the phone and have been told numerous times that someone would call to resolve this issue. as of today (5/2/25) no resolve has been found. I have spoken to NB at least four times about this issue. each time I have been told it would be taken care of with in a week. so far I am still waiting. as of today the representative from ** has told me that the business is not an approved vendor and I could not even ask for reimbursement if I paid for it and requested one. the problem seems to be a "code" that comes up when the card is run. the representative would not give me a way to work with the department directly simply kept putting me on hold and emailing and messaging the correct ***** there has been a ticket issued for this complaint to no avail. All we are asking is that a home heating vendor be added as an approved ( utility ) vendor so they can be paid for the propane. Currently **** Propane is described and listed as a propane supplier. my benefits clearly state utilities as an approved charge. Home heating is clearly a essential utility.

  

  Business Response

  Date: 05/16/2025

  We apologize for the experience. We can confirm that the process to add **** Propane Lake *** to our list of participating retailers has been initiated. However, approval from your health plan provider is required before we can proceed further. Our team will coordinate directly with your health plan provider and will keep you informed with updates throughout the process. Once approval is obtained, we will move forward with the addition. We appreciate your patience and sincerely apologize for any inconvenience this may cause.  If you have any further questions or require additional clarification, please do not hesitate to reply to this message.

• Initial Complaint

  Date:04/17/2025

  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.

  I called the customer service line to find out how to use their benefits card for Anthem BCBS ******** Advantage. I was told to download their app and use the scanner to scan barcodes. If the scan said 'product eligible' then it was good to go. I went to ******* and spent 30 minutes scanning the meal replacement products to find the eligible ones. I take $230 worth of eligible products to the register and NONE of them were covered. I tried different brands and different sizes because I knew there was going to be a problem with at least one of them. But no, literally none of them were covered. ******* tells me that they have no control over this. I called Nations Benefits and they tell me that they have no control over it. I ask why they even have a scanner if it means nothing at a register, but they continued telling me that there is just nothing they can do. So, now I have nearly $300 on a card that I was relying on to pay for these post-surgical, doctor ordered, otc, meals replacement shakes- but the money is essentially worthless for the things I need.

  

  Business Response

  Date: 05/01/2025

  We apologize for the experience. After reviewing your account, we can confirm that there are multiple declined transactions. These declines occurred for various reasons, including attempts to use the card with invalid merchants or for ineligible products. Please note that your card is only valid for online use through the NationsBenefits website: ************************************************* attempts to use the card with other online merchants will be declined. Regarding product eligibility, while the scanner tool can help identify eligible items,final eligibility is ultimately determined by each participating retailer. To find a list of approved retailers, please use the Store Locator feature available on the NationsBenefits website. If you have any further questions or require additional clarification,please do not hesitate to reply to this message.

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23219538
  
  I am rejecting this response because:

  There is no clear answer here. You state it's up to *******. ******* employees state it's up to you. Meanwhile, my choice is to purchase off of your website with incredibly inflated prices and limited product options, or take a ****** at *******'s register.

  After numerous phone calls to my insurer and Nations Benefits, I was assured that ******* is a participating merchant. I use your scanner inside the ******* store. Your tool indicates product eligibility specifically AT *******. Once at the register, I am told the items aren't covered. Where is your accountability for the wasted time and energy- not to mention the embarrassment of leaving a cart full of products?

  This is ridiculous and feels predatory towards ******** patients who are either elderly or disabled. Your rules are already forcing us to physically attend a ******* store rather than use convenient online shopping. I don't think ******* or Nations Benefits has a clear understanding of where and when I can use my card. Outside of your inflated website, I feel you should be able to provide specific and accurate instructions on product eligibility at a participating merchant. I will continue to reject your response until I am provided with this specific (and accurate) information.
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 05/21/2025

  We apologize for the frustration this has caused and would like to provide more context as requested. The product eligibility tool is a guide provided by NationsBenefits, however the product eligibility determination is made at the point of sale. Please note that meal replacement shakes can be covered as either grocery or OTC depending on the retailer. We suggest attempting to purchase the item with another eligible retailer aside from ******* such as CVS or Walgreens. 
  We have also reviewed your account and found there has only been one purchase made at ******* last month which was approved. Your transaction history year to date does not reflect any declined purchases at *******. We hope this provides some additional clarity regarding your benefit.