Complaints

This profile includes complaints for Isolved, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Isolved, Inc.

  11215 N Community House Rd Ste 800 Charlotte, NC 28277-4961

  
• 

  isolved, Inc.

  Springfield, MA 01104

  
• 

  isolved, Inc.

  655 W State Rd 120 Ste B7 & B8 Fremont, IN 46737

  
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  isolved, Inc.

  1454 30th St Ste 105 West Des Moines, IA 50266

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  isolved, Inc.

  3600 Digital Dr Ste 200 Dubuque, IA 52003

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:08/30/2024

  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.

  Since June 2024 have had my claims denied my UHC due to expired coverage. I pay cobra every month thru isolved via checking account. UHC Claims they have no notifications. Isolved says not true and shows my account active. Both blame the other side. I need help resolving with isolved. In meantime I have a bill due that went to collections.

  

  Business Response

  Date: 09/09/2024

  This situation appears to be taken care of.  The *** assisting with this case had already reached out to the participant on September 4th, 2024, via a voicemail, to let him know she had verification of his active coverage from the carrier (UHC). Thank you. 

  Customer Answer

  Date: 09/10/2024

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

• Initial Complaint

  Date:08/07/2024

  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.

  On July 7th 2024 I contacted Isolved in order to start my coverage for dental back after leaving a job. I paid my premium of $63.62 and a payment fee of $13.75. on July 24th I contacted cigna and they informed me that they haven't received any notice from Isolved saying its been paid. I reached back out to Isolved and the man said he was sorry and would reach out to them. On july 30th I reached back out to cigna and they said they STILL haven't received any confirmation from Isolved. So I reached back out to Isolved and explained to them Now I no longer want their service to get my dental coverage back and they could just refund my payments I maid to them. The lady I spoke to said It needed to be in writing and I could email and then provided me with the email. I instantly emailed on july 30th at 11:27 am requesting my refund. On July 31st at 8:59am I received an email saying they processing my request and the funds would be returned. I emailed August 2nd asking for an update. They never responded. So I emailed again on August 6th. I still have yet to receive my refund. I attached copies of the email of when I requested my refund as well as the email saying they would be returning my money. I would like my money returned. Their business practices of taking customers money and not rendering services in a timely manner should not be allowed.

  

  Business Response

  Date: 08/26/2024

  We deeply regret the experience that this client has gone through. We are working internally to review and improve processes in place to ensure no other clients experiences this frustration. The customer will be reached out to separately and will be corrected.
  
  

  Customer Answer

  Date: 08/26/2024

   
  I am rejecting this response because: I still haven't received my refund. They contacted me saying it has been expediated and should be sent out 8/28/2024. With 

  all the misinformation from them I have a hard time believing what they say. If I receive my refund I will update the complaint sat to an acceptable result.

  
  

  

  Business Response

  Date: 08/26/2024

  The customer elected on 7/7/24 and the *** generated directly to CIGNA eligibility on 7/8/24. There was confirmation on 7/30/24 that CIGNA was showing coverage active.
  
  On 7/31/24 is when the customer requested a refund of all premiums. There was communications with the customer that the refund could take 30 days, but with the most recent Credit Card payment options, refunds arent done for 60 days due to the option that the customer can dispute the charged amounts.
  
  It was also communicated to customer that due to a credit card payment that the refund will take 60 days to refund.
  
  The refund was scheduled to mail out to the customer on 9/20/24. However, our team was able to have this refund expedited, so at the latest, it will mail on Wed, 8/28, instead of on 9/20. A member of our team will be reaching out the customer to explain this as well. Thank you. 
  

  Customer Answer

  Date: 08/26/2024

   
  I am rejecting this response because:
   I still haven't received my refund. They contacted me saying it has been expediated and should be sent out 8/28/2024. With 
  all the misinformation from them I have a hard time believing what they say. If I receive my refund I will update the complaint sat to an acceptable result.
  

• Initial Complaint

  Date:07/22/2024

  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.

  iSolved is the ***** benefits provider who managed the payments for my ***** benefits. On May 1st and automatic payment was charged to my credit card for payment of May 2024 benefits. On May 2nd, I reached out to ISolved to cancel the monthly benefit and issue a refund as I did not need benefits past the last day of April. I was asked to put that in writing and I sent an e-mail and was told that a refund was being processed. As of today, 7/22/2024, I have not received my refund.5/22- e-mail for update on refund. 5/23 response that refunds are done via paper check and done 30 days after the charge. Informed I should have the check sent out in June.6/24- e-mail looking for the check and was informed they were sent out the previous Friday.7/1- e-mail sent requesting an update on refund, verified my address and was told the check was mailed on 6/28.7/8 - e-mail sent asking for an update and was told that since I made my payment via credit card, the company places a 60 day hold and the refund will be processed on 7/1. Checks are mailed on the 2nd and 4th Fridays of the month.7/22- Per the e-mail on the 8th, the check should have been mailed on 7/12/2024. I still do not have the refund.

  

  Business Response

  Date: 07/23/2024

  We deeply regret the experience that this client has gone through. We are working internally to review and improve processes in place to ensure no other clients experiences this frustration. We will be reaching out shortly to ****** on a resolution. 

• Initial Complaint

  Date:06/12/2024

  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 was contacted by ************************** saying our company did not file wages in ***** for all 4 quarters of 2023. iSolved was our payroll provider that entire year and took care of everything wage related including taxes. I emailed ****************** on 4/4/24 and she replied saying she would get this complaint over to the tax team. I received mail and more emails from *****. 5/14/24 I emailed Shuhada again and she apologized and told me I could email the tax team directly and gave me this email address: ************************************** I emailed them on 5/14/24 and they opened case CA12088839. I sent them 6 more emails since Texas keeps emailing me!!! NO REPLIES. I called a number online and it was disconnected. I called another and they said they had to transfer me, which they did and an automated system just repeated my phone number and said someone would call me back. Why will no one reply?????

  

  Business Response

  Date: 06/12/2024

  We deeply regret the experience that this client has gone through. We are working internally to review and improve processes in place to ensure no other clients experiences this frustration and will be reaching out to this customer to ensure this matter is resolved. 

  Customer Answer

  Date: 06/17/2024

   
  I am rejecting this response because: No one has called or emailed me.  So, still no response.  I only have until today (5 days) to tell you.  They said someone would contact me asap, but zero contact.  It's official, this company is horrible at replying to customers but they sure did reply to the ******************** quickly.
  
  

  

  Business Response

  Date: 06/18/2024

  The customer was advised to go to TWC, find out why they have a new account number, when it went into effect, etc. And that isolved is not able to do anything further, as we do not have ***** of ******** for this new account number The The customer is asking for filings as of 2024. Our tax team Tax is happy to provide copies of the returns we have been filing thus far under the account we currently have on file. She was told that if she wants isolved to make changes under this new account, full amendments will be required, and to connect back with Tax if she has more questions.
  
  As no further action can be taken by isolved at this time, the case was closed. The customer was advised she can reach back out when/if she wants help again with matter in future. 

  Customer Answer

  Date: 06/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.  It still took them a lifetime and multiple BBB complaints to get any reply at all, which is sad and they still ****.
  
  Thank you. 
  

• Initial Complaint

  Date:05/24/2024

  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.

  *** reached out about FSA questions and concerns when my card was locked, and was ignored for weeks while my card was locked. Ive been trying for 3 months to figure out what I can do to repay the funds I need to, but I keep having my question ignored and disregarded. My card remains locked and cant be used for medication due to them not answering any question on it. My family is already struggling to afford medicine (which is why I reached out to see if there were any type of repayment options), but theyre not responding to any questions of the such.

  

  Business Response

  Date: 05/28/2024

  We deeply regret the experience that this client has gone through and the issue of which the complaint originated from. We are working internally to review and improve processes in place to ensure no other clients experiences this frustration. We will be reaching out to the customer directly to get this resolved. 

  Customer Answer

  Date: 05/30/2024

   
  I am rejecting this response because:
  I have yet to receive any communications on the matter post submission of this complaint. When medical issues are on the line and responses to questions about FSA accounts arent replied to in anything remotely considered a timely fashion, it is difficult that be able to buy medication. 

  

  Business Response

  Date: 06/05/2024

  The participant used their debit card for an ineligible expense and has to repay that amount before we can unlock their card. **** explained to the participant that they dont have to make a lump sum payment and they can pay it back in smaller installments.  The team will be reaching out today to see if the participant has any further questions.
  
  I have reviewed ******* account, and his card is suspended due to a card charge from January that is ineligible as the dates of service are from 2023 and 2022. There is case #CA-0913321, where our customer service rep has been emailing the participant regarding the expense and there does appear there was some confusion as to repayment, he was asking for a payment plan for repayment and advised him of the repay options but did not specify that we do not have an actual repayment plan to offer. She did email him back and apologize and clarify that he can send in mailed payments on a monthly/weekly basis for any amount that he is able to afford until the amount is paid back. She also gave the offset option. His original email did have a delay in response due to peak activity time period.

• Initial Complaint

  Date:04/29/2024

  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 recently quit my job and elected to keep my insurance through iSolve Cobra. I went to their website to elect the plan. Whenever I went to pay my premium it would give me a balance of $0.00. I enrolled in automatic pay so the payment would automatically come out of my bank account. I noticed this month I was never billed. So when I called and spoke with a representative she stated my grace ****** had passed. I explained that the company was supposed to automatically take the payments. She replied the payments never came out. The representative stated she did not see where I was set up for automatic payments. I sent a copy showing I was enrolled. She stated there was some type of system glitch. The company will not take ownership that their customer portal and their system show two different things. I currently do not have insurance due to the mishap of their system. I would like my issue to be resolved and my insurance to be reinstated.

  

  Business Response

  Date: 04/30/2024

  We deeply regret the experience that this client has gone through and the issue of which the complaint originated. We are working internally to review and improve processes in place to ensure no other clients experiences this frustration. We will be reaching out to the customer directly to resolve this issue internally. 

  Customer Answer

  Date: 05/01/2024

   
  I am rejecting this response because:
  That is the most bogus response. I did not stop any payments. I didn't even know the payment attempted to process. The only payment that attempted to process was on March 1. Which says void. Your company can't produce anything showing where I stopped it. You system clearly void the payment. Secondly, that only payment void is March. I have never heard of a system void 1 payment and never attempt to process another payment when Autopay is set up. Autopay is set to take the money every due date. Explain why it didn't attempt to process again on April 1. You guys are really trying to find every reason to not be at fault. Autopay was set up on Feb 21. It was never paused or canceled. Again, if the only thing I see on my end says $0.00 and it shows autopay I going to assumed I'm covered.  Explain to me how your system attempted 1 payment on its due date and never attempted the next month payment. Why was I only seeing $0.00 due? You customer portal is ran by a 3rd party. Your representative even said this is a glitz, but Mgr and IT, people who probably don't know their own system, wants to deem it all on the customer because they saw 1 payment void from their system. Bogus answer. Numerous of customer complain about you services. That's why your company ranked 2.5/5. 

  

  Business Response

  Date: 05/01/2024

  *************** processed her online election for Dental and Vision on 2/21/2024.  Since her first coverage period was for March 1st she was able to enroll into recurring payments, which she did on 2/21/2024 following the online election.  The CIF file was sent to Paymentus on 2/22/2024 for the 3/1/2024 payment. A recurring payment was processed and cancelled (void) on 3/1/2024 on the amount of $96.00. isolved confirmed with Paymentus about how the 3/1/2024 payment was cancelled. Here is what Paymentus came back with: "The "Proactive-process-resp" indicates that it was the customer that cancelled the future dated payment. Paymentus is unable to cancel any future dated payments or payments in general for customers."  *************** stopped the payment that she set up herself.

  Therefore, the March payment was never paid. Since *************** cancelled the payment herself and never made a replacement payment for March, there was no way ***** would pull on 4/1/24 as there was a balance due. We did reach out to the former employer and they do not wish to allow a ***** date extension. Unfortunately, there is nothing we can do since the participant cancelled her own payment, causing no payment to be made and its now past her ***** ************ Invoices were sent to the participant as well showing amounts still due prior to her ***** ***************************** style="font-size: 0.875rem;">We attempted to resolved this issue internally by calling the participant three times on 4/30/24, however, each time the call is sent to voicemail and the mailbox is full so no message can be left. An email was also sent to Mrs. ***** as well and explained why her auto payments didnt happen - because she cancelled them. It was also explained hat she needs to seek out other coverage elsewhere as she cannot make up her back payments for the ***** payments. 

  Thank you. 

• Initial Complaint

  Date:04/16/2024

  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 paid for COBRA insurance for continuation of my employer-paid ****************** (UHC) insurance covering May and June 2022, a total of $846.78 ($423.39/month). I have had many issues with iSolved benefits, starting with my original sign-up. I paid the bill directly to iSolved via check in May 2022, however despite calls to customer service it took WEEKS for them to process my payment therefore UHC would not cover my claims from May 2022 saying they have never received the funds for my premiums from iSolved Benefits, and my provider threatened with collections. It was 6 weeks before UHC was showing that I had active coverage. Claims needed to be resubmitted. THEN...I had new coverage through an employer since 7/1/22, and I cancelled COBRA through iSolved Benefits properly in June 2022. However, it was confirmed by UHC following a formal complaint (attached) that iSolved Benefits never informed UHC of termination of coverage. Instead, iSolved continued to collect fees from Station Two Twenty, and left me with countless hours on the phone dealing with bogus charges that spanned over 18 months. I still deal today w/ new claims/EOB's mailed to my house after my current health insurance was notified of this error, claims were paid then refunded and sent over and over between insurance companies.I also was denied my prescriptions being filled by my pharmacy for a period of months between November 2023 and January 2024 because the pharmacy was showing that UHC was my primary insurance. Despite calls, emails with customer service. This resulted in disruption of my medical care, frustrating customer service experiences, emotional ********* ****** wasted. I am seeking a refund of $846.78 for this extremely negligent, careless acts of iSolved Benefits. I am concerned that there is fraud occuring. iSolved held my funds and did not dispurse them to UHC for 6 weeks (were they only going to pay UHC if I filed a claim?) and fraud of charging my former employer for the fees.

  

  Business Response

  Date: 04/22/2024

  We deeply regret the experience that this client has gone through and the issue of which the complaint originated from. We are working internally to review and improve processes in place to ensure no other clients experience this frustration. We will be reaching out to the customer directly to handle this matter internally. Thank you. 

  Customer Answer

  Date: 04/22/2024

   
  I am rejecting this response because:
  -I will wait to close out this case until I hear from iSolved Benefits directly, as their message indicates. Their response may be enough but I can't determine that from this message until I've spoken to them. I look forward to a response regarding my refund request as well. Thank you. 

  Customer Answer

  Date: 05/20/2024

   
  I am rejecting this response because:
  

  I had a complaint with iSolved Benefits and it was closed despite the business NOT reaching out to me directly as they promised. Please review and reopen. iSolved Benefits owes me over $800.

  
  

  

  Business Response

  Date: 05/21/2024

  The client is waiting on UHC management approval to get further reimbursement. The team will reach out to them again and I will be reaching out to ********* today to explain that this lies with UHC now. We are waiting on UHC now. UHC is showing her active through 12/1/23, and so far is stating that is as far back as they can go.

• Initial Complaint

  Date:04/02/2024

  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.

  Isolved administers the billing and collecting of ***** payments for the company I used to work for. Upon electing to chose ***** over a marketplace plan, cost was a consideration. The stated Isolved processing fee for the monthly credit card transaction was $1.45, which is why I elected to enroll in the ***** plan, and is what I have been paying. On my 4/1/24 automatic payment, I was charged $13.75 for the processing fee, an 848% increase. When I called to complain, they said credit card transactions now cost that amount and I could switch to a bank card to avoid the fee. That is fine, but they never gave me the opportunity to make the change prior to charging me the fee and refuse to refund me the difference.They claim to have informed me, but I never received any notification. On their website, under the section titled, "Notices and Letters", there is no notice or letter of this change listed, although there are notices for other things. They claimed to have sent me an email informing me, but if I had received an email, I would have made the change. They also said there is a statement on their website about the change. When I went to the website, I found that is true, but why would I have gone to their website when I had no reason to? They should have mailed letters, and included verbiage on their invoices, warning of this change. This is a predatory practice! They are preying on people who are vulnerable and not in a position to dispute this. An 848% increase in the charge stays everything you need to know about that topic.

  

  Business Response

  Date: 04/03/2024

  We deeply regret the experience that this client has gone through and the issue of which the complaint originated from has been corrected. We are working internally to review and improve processes in place to ensure no other clients experiences this frustration.

  Customer Answer

  Date: 04/03/2024

   
  I am rejecting this response because:
  

  It is not clear from the response that they intend to issue a credit.  (When I was trying to resolve the issue myself, I was told repeatedly that they would not

   issue a credit.).  Please clarify if credit will be issued or not.

  

  Business Response

  Date: 04/09/2024

  Our vendor imposed a change in fees due to the volatile nature of accepting credit card/debit card and other advanced payment methods.  The fee referenced is a fee charged by our vendor to COBRA participants to use their online payment platform to complete their payments to isolved. Email correspondence was sent on 2/29/24 to the customer notifying them of the fee increase and that they had reoccurring payments setup on the platform.

• Initial Complaint

  Date:03/21/2024

  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.

  Contract started in October 2023. Since then (shortened due to characters - many other issues to note) Two weeks after providing all payroll documents, my paycheck simply was not processed. My bills bounced. When I reached out, I was told that was "his mistake" and he had dropped the ball. A month later, I still had yet to receive login information, and reached out again to be added to our payroll system. Our holiday bonus checks were requested to be added. However, it took them three payroll cycles of reminding before it got done. It was not actually processed until almost March. During bookkeeping, my office manager noticed that the *********** paid out on one staff member's check was off by about $30 each pay period. Though she has reached out multiple times about this issue, copying multiple team members, it never was resolved. This incorrect payment amount further created an issue with our W2. Once we discovered this we were notified that another W2 will need to be provided, but that this service was in a "blackout period" at the payroll company so we are in a queue. I haven't received any further updates on this issue, or new W2, and it is mid-March now. When we terminated, we received an email stating that, due to termination prior to the end of our contract, we were being charged an early termination fee of over $1,600. Upon pushback about how we "feel were treated unfairly," they offered a 50% fee reduction. Upon further pushback and request for our payroll service fees ($800) to also be refunded due to all of these issues, we were told that our service fees will not be refunded. No explanation was provided. We started receiving daily collections calls from the ******************* regarding unemployment payments we owe them. iSolved verified that they did withhold these fees, and say they paid, but WA is saying they didnt. However iSolved says they do not deal with collection agencies.

  

  Business Response

  Date: 03/22/2024

  We deeply regret the experience that this client has gone through and the issue of which the complaint originated from has been corrected. We are working internally to review and improve processes in place to ensure no other clients experiences this frustration.

• Initial Complaint

  Date:02/28/2024

  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 paid an ER bill in January. For some idiotic reason, these people denied the claim or something. We have never ever had an actual medical bill questioned. Unfortunately, I didn't have a copy of the bill as it was a text reminder that prompted me to go pay it. I requested a receipt when I paid but all they sent me was a very simple payment amount and who it had been paid to. So when Isolved denied this, I sent them a copy of that receipt. Still denied. I have been on the phone for HOURS with the hospital, either nobody answers and I sit on hold forever or the couple times I have gotten a person, they've said a detailed receipt has been mailed. It's been two months, I've received nothing in the mail. They say they can't email it, it's not available online. I don't know what else to do. Tried calling, emailing and submitting a question online to isolved to ask about this and again, nobody answers the phone, messages go unanswered, the online portal thing rejects the contact request and the email address came back as undeliverable. I need someone to help resolve this, it's ridiculous how much time I've wasted just sitting on hold with two different companies and nobody is answering me! Claim code in the app is C45636240104D0001501.

  

  Business Response

  Date: 03/04/2024

  ***************** submitted the payment made to the provider, but it does not meet the 5 criteria of substantiation per the IRS.  The participant received a denial and request for more information on 1/10/24.  The participant then resubmitted the same screenshot showing payment on 2/27/24 with no further documentation that was requested.  The team is reaching out to the participant today 3/4/24 to discuss and explain what is needed for substantiation of the claim.  They will call the mobile number and email the participant with the contact information that we have on file.

  Customer Answer

  Date: 03/07/2024

   
  I am rejecting this response because: I'm still not clear why the contact information on your website does not work.  I tried so many ways to contact y'all before coming to BBB.  Please ensure you have accurate contact information listed so your customers can actually get assistance quickly and easily.  I spent weeks trying to get the hospital to respond to me as well and had to file a complaint against them just to try and get a receipt.  I wanted to know what happens if I can't get the hospital to provide me with anything?  Then what? I spent so many wasted hours on hold, trying to get a hold of you and trying to get a hold of the hospital.  This is completely ridiculous.  Fix your customer service so when people do have questions, they can get clear and quick answers.  Also your consistency on approving or denying receipts is nonexistent.  I have had receipts approved with NO information and others that appear to have enough that get rejected.  No consistency on this and it's irritating.
  
  

  

  Business Response

  Date: 03/14/2024

  We apologize for your experience with isolved. We strive to provide our customers with the best service possible. We understand that these challenges can be frustrating, and we want to assure you that we're continuously working to improve our processes and streamline our system to better meet your needs. I have sent your feedback to our customer support team so we can so we can take the corrective steps to improve our services.