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:02/18/2024

  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.

  I am *****, representing ************************* (whom the card is issued to). My friend is a bit slow to learn, so he had asked for my help. Wow! I don't know how the powers that be expect the folks (assuming most are either seniors or have some sort of disability) that receive this benefit to understand it. I studied everything I could find on this. At 1st the online store seemed to be the best choice, because from what I could tell it seemed like shopping at a store would involve 1st guessing if your needed product was something that would be covered, followed by scanning the product to see if it's approved. Again there are numerous things our seniors and disabled folks would have great difficulty with in that process. On Feb 16,2024 I helped ***** place it his 1st online order which brings me to my 1st issue with this company. They seem to be proud of the fact that shipping is free. I quickly found out they are ridiculously overpricing all their products. Id rather pay shipping, than overpay for each product. I told ***** we shouldn't utilize their online store unless absolutely necessary. Which brings me to my 2nd issue.Feb 18, 2024 I went to ******* (1 of the "approved" stores) I decided to scan items I guessed would be covered. To my surprise most the items ***** needed showed to be approved when I scanned them or so I thought. Out of the 5 items that when scanned said they were approved, only 1 was covered during checkout. Mucinex day and night, the EXACT same item listed on their online scam site, wasnt. Here's the best part ******* has it for $15.46, this site is charging $27.00. This is absolutely disgusting, this company is making an enormous profit off the weakest citizens of this country. I would like to know who I, and everyone I know should contact about this worthless program/company. The program needs fixed, the current company shouldn't be part of "Nations Benefits" program.

  

  Business Response

  Date: 02/28/2024

  We apologize for this experience. NationsBenefits is the online retail solution for the member's plan and does not manage the product eligibility tool provided by the health plan. Our online product prices align with the industry standard for OTC and grocery products being shipped directly to members' homes. Prices are clear and transparent with no hidden fees. Furthermore, NationsBenefits and the health plan collaborated in ***************************************************************** national benefit design while maintaining benefit affordability and accessibility to our members. Please let us know if there are any questions. Thank you for bringing this matter to our attention.

• Initial Complaint

  Date:02/16/2024

  Type:Delivery 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 contacted nation benefits about this order, they told me to refuse the order once ***** try to deliver, I refused the order and signed,***** still delivered it again the next day,I refused it again,I get an email saying addresse corrected now the trying to deliver it again, I spoke with nation benefits they told me to accept the package and wait 5 days for someone to contact me,that is not so,they don't want to accept the package back!!@

  Customer Answer

  Date: 02/17/2024

  Refused package,they said they will send it back,but keep returning it back to me!!!

  Customer Answer

  Date: 02/27/2024

  Thus is proof of delivery, it was returned successfully, still I have not gotten my refund!!!

  Customer Answer

  Date: 02/28/2024

  I have spoken with my insurance provider and escalated this case to them,they will resolve it,therefore this case can be closed,I don't need further assistance!!!!

• Initial Complaint

  Date:02/15/2024

  Type:Delivery 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.

  this company has supposedly mailed me a florida blue ******** rewards card 3 times and have not received any of them the rewards balance does not roll over and its supposed to help me with groceries etc i have missed over $300 of healthy food due to their negligence i am on ******** i depend on that card they do have my correct address i have called them several times i just want my card

  

  Business Response

  Date: 02/23/2024

  We apologize for this experience. We reviewed your account and confirmed cards were shipped on 12/29/2023, 01/24/2024, and 02/15/2024. The third card was received and activated on 02/17/2024. We are working with your insurance company to request approval for the rollover of January benefits into March as your first card was shipped to a different address as provided by your insurance company. Thank you for bringing this to our attention.

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21292933
  
  I am rejecting this response because:   AS LONG AS I CAN HAVE ROLLED OVER    BENEFITS THAT WOULD BE GREAT   I DID CHANGE MY ADDRESS  BUT I UPDATED WITH YOU AND POST OFFICE     AND THE 2ND CARD  I ALSO MISSED OUT  ON BENEFITS   THE WORST PART WAS HOW RUDE AND MISINFORMED REPS WERE KEPT TELLING ME TO CALL BACK  KEPT EXTENDING  WAITING PERIOD  TO CALL BACK   AND I WAITED THE 10 BUSINESS DAYS  AND THEY WOULD EXTEND THAT ALSO   ONE I TALKED TO  HAD NO IDEA  WHAT WAS GOING  ON  I ASKED TO SPEAK TO A SUPERVISOR  AND  NEVER PUT ONE ON  LIED TO ME SAID NEW ONE WENT OUT    IT  DIDNT   HAD TO CALL AGAIN THIS GIRL NEEDED TO BE FIRED  VERY UNPROFESSIONAL    THIS IS NOT  HOW TO TREAT CUSTOMERS   THESE WERE MY  CARDS   MY BENEFITS   THAT WAS 2 MONTHS  I LOST OUT ON  2 CARDS     YES  I FINALLY GOT THE 3RD ONE    
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/07/2024

  We have received approval from your health plan to provide a rollover credit for lost benefits during the 2024 benefit period. All credits will be applied by no later than 03/08/2024. We have also reviewed your interactions with our call center and have taken action internally to prevent similar future instances. Please do not hesitate to reach out with any additional questions or concerns. Thank you!

• Initial Complaint

  Date:02/12/2024

  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.

  thier app for what they cover is bugged they say something not covered when thier item scanner says its covered this needs to be fixed thier ******* scanner has cheated me out of benifits twice i had to pay for items that said covered and the check out said ******

  

  Business Response

  Date: 02/23/2024

  We apologize your experience and are regularly working provide the most up to date approved product listing with third-party retailers. We reviewed your transaction history and found that while no purchases have been declined, two purchases were partially authorized due to the eligibility status of items being purchased. Your January benefit was used in full, and your February benefit has been mostly exhausted. Please note that while NationsBenefits provides product eligibility tools, the final eligibility determination is made at the point of sale with the retailer. Thank you for bringing this to our attention.

• Initial Complaint

  Date:02/10/2024

  Type:Delivery 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 ordered two pairs of compressions stocking on January 17, 2024, and received one pair; the company charged me $15.00, and I never received the other pair. Your staff at nations benefits are very despicable and indignant. If the problem is not taken care, I will go with another carrier. Also, your customer service staff is not very receptive over the phone, they are ***.Am very dissatisfied with the service in the last year.I expect this issue to be resolved; otherwise am reporting to Health Alliance of Michigan where I get my benefits.

  

  Business Response

  Date: 02/23/2024

  We apologize for this experience. We reviewed your account and found the initial refund request for the missing item was denied as there was no weigh discrepancy between the expected weight of the package. We value you as a member and are processing a $15.00 refund to your benefit allowance. The funds will be available by no later than 02/26/2024 and will expire at the end of March. Please let us know if you have any questions or need further assistance. Thank you.

• Initial Complaint

  Date:02/09/2024

  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.

  Aetna member ID #************. Member since December 2023. Extra Help benefits for the month of December were loaded on the Nations card on 12/20/2023 (Appendix 1). However, I did not receive the Nations card until January ****, causing me to forfeit December 2023 benefits. I called Nations several times starting 12/22/2023 letting them know I had not received the prepaid card and couldn't use December benefits. They gave various excuses ("holidays") why the card was not yet shipped. A supervisor acknowledged that the Nations portal offered only one of the Extra help categories to which I was entitled. The Nations card was finally shipped on 12/28/2023 (see Appendix 2), too late for me to use in December. Indeed, I received the card on January 4, ****. Per 2023 Summary of Benefits, I am *********** a prepaid debit card to use each benefit period (Appendix 3, p.9 and p. 11). Despite this written guarantee, I did not receive a prepaid card in December 2023. In summary, Nations caused me to lose $510 in December 2023 benefits. I am requesting a reinstatement of the December 2023 benefits in full. Sincerely, *******************************

  

  Business Response

  Date: 02/22/2024

  We apologize for the inconvenience. We reviewed your account and confirmed you were credited for lost December benefits on 02/09/****. These funds are available for use until the end of February ****. This information is also available on your transaction history within the member portal. Thank you for bringing this to our attention.

  Customer Answer

  Date: 02/23/2024

   
  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:02/05/2024

  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 placed an order with this company using my health insurance OTC benefits. I ordered two packages of CPAP mask wipes and a CPAP pillow. I received only the wipes and not the pillow. I called and reported the missing item and was told it had to be reviewed for replacement. Months went by and I heard nothing, nor did I receive the pillow. I called again today 2/5/2024 and was escalated to a supervisor. I was told that my missing pillow would not be sent because the reviewer "guessed" that the package weight was correct. No one bothered to let me know, and when I asked to have it reviewed again because the pillow was not received though it was charged for, I was told no and that it was closed on their end and nothing would be sent and there is nothing more I can do. I am appalled. My insurance benefits paid for an item I did not receive, and the shoddy customer service process for rectifying mistakes made by order packers is woefully inadequate. It feels very much like a scam.

  

  Business Response

  Date: 02/28/2024

  We apologize for this experience. ****** requests for missing items are denied and approved based on total package weight. To rectify this matter, we are processing a shipment of 1 CPAP Pillow Memory Foam to ship to the address on file. Please allow 3-5 days for the item to arrive. Feel free to reach out with any questions. Thank you!

• Initial Complaint

  Date:02/01/2024

  Type:Delivery 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 ordered several items from the national benefits site using my Otc benefits card. The delivery arrived with all the items I ordered except that instead of a neti pot there was a 2 pound sandbag style dumbell. I contacted the company via helpline and was told they would look Into it. A week or so later I discovered that the status of the item on my profile changed from "reshipment awaiting review " to something like " reshipment Denied " so I call back again and go over everything's with a phone rep again and once again it changed to awaiting review. Wait another week or so and once again was denied. Now I'm irritated because I want what i ordered. I ordered it for a reason, and that reason isn't because I enjoy being jerked around. So once against I call. And I'd like to note every phone rep I ever talked to has been helpful friendly and polite. Exceptional phone reps. ******* the last one explained they were never going to ship it because they believe it was sent. So I thanked the rep and asked to be escalated to a supervisor because I figured out how to conclusively prove, using nothing but their own data, that they did In fact s**** up. She tried and we waited almost an hour and the supervisor level rep just completely ignored my call. So at this point they straight up stole from me. And BTW here's the conclusive proof they are wrong. Because a Neti pot from them Weighs right at half a pound ( I had to order another because I needed to use one. So I was able to Weighs the second one I ordered to find the weight of the first. The dumbbell they sent imstead is 2 pounds. That's a 1pound 8ounce difference. The shipping weight per the carrier, ********** was a total of 6.4 pounds. if they recreated the order they SAY they sent, including same box . They will see the total shipping weight should be a WHOLE 1pounds LIGHTER than what they actually shipped. My guess is the neti and dumbbell have similar item# and wrong item substituted. U owe me 15 bucks!

  

  Business Response

  Date: 02/23/2024

  We apologize for this experience and would like to assist. We were unable to locate your account based on the information provided. Could you please provide us with an order number or your insurance carrier and member ID so we can resolve this matter for you? We look forward to your response. Thank you.

• Initial Complaint

  Date:01/31/2024

  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.

  So last year it seemed liek ************** decided to go with Nations Benefits for my OTC card. While on the surface it seems the benefits are exciting, it created more problems for me than I wanted. Nations Benefits kept claiming to me that they sent my OTC card to the proper address, even to the point to where it had my address listed on the website. Three times I had to make a new request, first through Nations Benefitrs and then later with ***** as while they claimed they were mailing it to the right address, they werent! They were mailing to some stupid ** box that I don't own. Aetna nor Nations Benefits were being truthful about this. I found out by proxy of a third party to track the itme down, but I can't get the mail for it gets an RTS back to Nations Benefits for I don't own the ** box. The annoyance is that Nations Benefits, never ****** resolves the problem, thus making my OTC expeneses a lot more than I can bargain for without the card. The problem extends even further to their call center has agents that have hung up on me when trying to get the situation resolved.So i want to extend my complaint to ask insurance companies to bring back the original OTC setup, for I find that this Nations Benefit program broken and truly only benefitting a few people.

  

  Business Response

  Date: 02/23/2024

  We apologize for your experience. We spoke to you on the phone on 02/23/2024 and you advised assistance was no longer needed. Thank you for your feedback and explanation of what transpired. Please do not hesitate to reach out if any additional information is needed.

  Customer Answer

  Date: 02/23/2024

  When I wrote my original complaint, I was hormonal, crying a lot.  Re-reading what i wrote, I am a bit apologetic for how badly I wrote it.  I was /and have been going through friendship stuff.  its hard to be a good friend when "friends" make me feel like I am such a burden to them.  Like an extra.  i don't want to be an extra.  i just want to have friends, best-friends, sisters.  So yeah, I was already hurting, am hurting, or just recovering? 

  So apologize for how dramatic I lashed out.

  however, wasn't wrong about the address issue.  A week later after filing the complaint, I found that this was a technical issue as a result of a personal legal matter..  Name change.  After the name change, is when everything went crazy for me, but I personally don't believe that blame falls upon NationsBenefits anymore, as I am personally struggling with other organizations presently with similar technical issues.  In fact, I finally was able to receive all my member resources after changing my ******** plan to another company.

  So again, I am so so freaking sorry for being so extra on here.  
  To Nations Benefits, please accept my sincere apology for my word choice when writing this complaint. .

  OP: Please **** this ticket as resolved & closed.

• Initial Complaint

  Date:01/30/2024

  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 used orc on January 1st to order some medicine and I never received the right order there was a mix up and i have been in contact with them every few days since I am out of a total 120 dollars for the messed up order I would like it added back to my OTC account Thank you

  

  Business Response

  Date: 02/22/2024

  We apologize for your experience. We reviewed your account and calls regarding Order ID: ***********. You called and placed the order on 01/01/2024. Initially you claimed the order was missing 4 units of Tylenol and 2 long bath brushes. It was confirmed the brushes were not ordered with your initial purchase. A Member Experience Advisor assisted you with ordering the bath brushes on 01/06/2024 and submitted a refund request for the Tylenol. NationsBenefits weighs packages prior to shipping and the respective carrier weighs the package upon receipt. Your request for a refund of the Tylenol was denied as there was no weigh discrepancy found between what you ordered and what was shipped. We have processed a one-time courtesy refund of $72.00 to be added to your Over-the-Counter wallet. The approved refund details are available within the member portal. Thank you!

  Customer Answer

  Date: 02/23/2024

   
  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,
  
  *****************************