ComplaintsforPassport Health Plan by Molina Healthcare
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Complaint Details
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Initial Complaint
06/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
As a first time Mom April 2018, I was not familiar with insurance so they have a worker come to the hospital to help and make sure families leave with it. I called and changed the address right away as instructed by the worker as soon as I got home and settled I did that and for 5 years I have been going back and forth with every single representative about our residents. I know that someone has to have the correct information because I received things from passport for my daughter. Today June 15, 2023 I spoke with a supervisor by the name of ******* he stated that he updated their system with current address in Paducah, KY 42003 which I have done 1yr. Ago when I moved. I am just tired of going through this with them for them to send me to **** office(state system) and they have the correct address in their system because they read out what they have even social security(federal) has the current address. I have had nothing but issue please resolve. Thanks in advance. Another issue is representative is given out incorrect information to pediatric dentistry here in McCracken County because *** ****** no longer except passport after February as well as *** ********** ** ********** school that they keep providing.Business response
06/30/2023
BBB Complaint ID: ********
Passport by Molina Resolution:
***** ********* calling in response to her daughter
***** ****** ****** ** **********June 27, 2023, ******** ****** placed a call to member on regarding her complaint. She called me back on Wednesday, June 28, 2023. We walked through the process on how to access her COG account and update her address. She did update the address in there. Sunday, July 2, 2023 the State will update the file and on Monday, July 3, 2023 we will check KYMMIS to see if it updated or not.
We have confirmed the member’s mailing address has been updated in our Passport by Molina system to:
**** ******* ****
******** ** *****June 29, 2023, ******** ****** spoke with ***** ********* and she expressed concern with an issue with locating a Pediatric Dentist in McCracken county. We are researching Dental providers and will continue working with ***** to assist her daughter for a Dental provider.
Customer response
06/30/2023
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,
***** ************If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
05/02/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have had multiple issues that caused me to call Passport Member Services. When I call, it takes me at least 5 minutes to connect through the system to get to a person, if I'm not hung up on with the message "transfer to queue failed". When I connect with a person, the signal is bad and we're unable to communicate. This has not changed despite calling from multiple locations, including different cities/states, or by calling on other phones than my own. Passport insists they can only talk to me via phone and then make it impossible for me to reach them via phone.Business response
06/30/2023
BBB Complaint ID: ********
Passport by Molina Resolution:
****** ******* ******* Member ID 104601897; Marketplace MemberJune 29, 2023: ******** ****** placed a call to this member this morning to speak with her regarding the BBB complaint. She states the problem has been resolved. Member states she will send email to Demetria stating her issue is resolved. Member did not have any further questions.
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Customer Complaints Summary
3 total complaints in the last 3 years.
3 complaints closed in the last 12 months.