Complaints

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

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  Teladoc Health, Inc.

  2 Manhattanville Rd Ste 203 Purchase, NY 10577-2118

• 

  Teladoc Health

  1945 Lakepointe Dr Lewisville, TX 75057-6424

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:03/09/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I put my preferred language and my current med before requesting their service. Then I paid $49 to use Teladoc with the thought that I can get a refill on my med from the doctor who can speak my preferred language. I ended up video-chatting just for 3 minutes with Indian female doctor whom I thought is not a real doctor. She didn't listen to me and just asked me to see a doctor in person due to my age. I can't believe that's all she did for $49. She doesn't have any passion to help the patient and didn't try anything. I don't need to chat with a doctor if she will just only say I need to see a doctor in person. Anybody can say that without a doctor ******** I wasted my time and money for this useless service.

  Business Response

  Date: 03/16/2023

  Hi ****,

  Thanks for getting in touch with Teladoc Health. Were so sorry you werent satisfied with your recent visit. Our team has reviewed your refund request, but unfortunately, we are not able to honor it per our visit policy (included below for your convenience).

  Teladoc Health policy: By requesting a visit, it does not guarantee that a physician will be able to treat you. Some conditions will require you to seek specialty or emergent services that cannot be treated by our providers. If a provider can treat you, it is also not guaranteed that a prescription will be written. Some diagnoses are treatable with over-the-counter medications or other treatment plans as ordered by the treating physician, which may include further treatment from your primary care physician. Once the visit has started, the visit fee is nonrefundable.

  If you need more help, we are available 24/7 at ************.

  Your Teladoc Health team

  Customer Answer

  Date: 03/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   I was told about your policy from the agent over the phone, but that applies if I get any service from your program. The doctor, whom I doubt is a real doctor or not, told me I need to go see a doctor in person because of my age. She didn't even let me finish telling her my on-going problem's history. How do you expect me to pay any fee for that useless 3 minutes tele-visit? That's just a rip-off. 

   

   

   In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** **
  
  
  
  
   
  

  Customer Answer

  Date: 04/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  the provider didn't give me any treatment plan at all. If you say "going to see a doctor in person" is a medical treatment plan, even a little child will laugh at you. I didn't seek their service to hear what anybody can say. I sought a professional treatment like a prescription for my hip pain when I asked Teladoc service. Since they didn't provide any service, my fee should be refunded.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** **
  
  
  
  
   
  

  Business Response

  Date: 05/01/2023

  Hi ****,
  
  Thanks for getting in touch with Teladoc Health. Were so sorry you werent satisfied with your recent visit. Our team has reviewed your refund request, but unfortunately, we are not able to honor it per our visit policy (previously provided).
  
  The physician was able to provide a treatment plan during the visit.

  Based on your experience we have applied a free visit to your Teladoc account.
  
  Our Member Support team, who specializes in providing elevated service to members, is ready and here to help.
  
  Please call ************. The Member Support Team is available MondayFriday, 8 a.m.- 6 p.m. Central.
  
  
  
  Your Teladoc Health team

• Initial Complaint

  Date:03/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3/5/2023 Requested a general medical phone visit for a skin infection that I knew needed medication to treat. I couldnt get in to see my PCP for several months and didnt want to prolong the issue. Im a former employee so thats what made me choose Teladoc for a virtual visit. What a mistake that was. I paid $45 before my visit even began. The doctor spoke with me over the phone for less than a minute and prescribed a topical medication. Research Ive done concludes that topical medication is not effective in treating the type of skin infection that I had, and that oral medication is the most effective treatment method. But that doesnt matter, because the doctor never sent my prescription to my pharmacy. I confirmed that the pharmacy listed in my account was correct. I called Teladoc to try to have the prescription sent. Someone answered the first call I made on 3/5/2023 but then immediately transferred me to their member satisfaction survey without helping me. I made three other attempts at reaching someone on the Rx Fulfillment team via phone on 3/5/2023, all unsuccessful. A voicemail was left but never returned. A message was sent through my member portal at 8pm which generated an auto-reply that stated someone will reach out to me within 12 hours. Its been over 24 hours with no response. 3/6/2023 Made two more attempts to reach the Rx Fulfillment team by phone. Unsuccessful. Care team fully unresponsive to portal messages. Husband attempted to call but was told they need to speak with me. Spoke with someone after pressing 0 and asked for a refund, transferred to the claims team. No answer. It should NOT be this difficult for a patient to get in touch with someone on their care team, especially regarding prescriptions. I cant believe I wasted $45 on this joke of a service. Do better.

  Business Response

  Date: 03/16/2023

  Hi ******,

  Thanks for getting in touch with Teladoc Health. Were so sorry you werent satisfied with your recent visit. Our team has reviewed your refund request, but unfortunately, we are not able to honor it per our visit policy (included below for your convenience).

  Teladoc Health policy: By requesting a visit, it does not guarantee that a physician will be able to treat you. Some conditions will require you to seek specialty or emergent services that cannot be treated by our providers. If a provider can treat you, it is also not guaranteed that a prescription will be written. Some diagnoses are treatable with over-the-counter medications or other treatment plans as ordered by the treating physician, which may include further treatment from your primary care physician. Once the visit has started, the visit fee is nonrefundable.

  If you need more help, we are available 24/7 at ************.

  Your Teladoc Health team

• Initial Complaint

  Date:02/28/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 12,2022 I had an appointment with a TeleDoc provider. My insurance ************ offers this service at $0 copay for members. Teladoc, without my authorization charged my credit card $95. When I called them to dispute this, they said they cannot do a refund that ************ had to pay them. I uploaded the receipt of the charge Teladoc did on my credit card for $95 and the confirmation that ************ *********** provided for the service confirming they paid and that my responsibility is zero.However, when we contacted ************, they stated this was paid by them to Teladoc and they sent the paperwork to confirm. They got me in the line with Teladoc and Teladoc keeps denying to give us the refund and the ************ rep who is on the line in a merge call, keeps explaining they got paid by the insurance so they should have never charge us the client. However, the representatives from Teladoc respond rudely and they refuse to give a refund or escalate the call. We have been dealing with this since December. At this point the still do not want to refund us, ******* Blue keeps getting ** on a merge call with them to explain to them the same issue and we are still not anywhere near getting the $95 back. The lack of accountability and response is unbelievable. Ive never dealt with a ********************************** that speaks to customers in this manner and is so difficult to work with. Im reporting them because they still owe us$95. They basically were double paid and we should have never been charged.

  Business Response

  Date: 03/13/2023

  Hi *******,

  Thanks for getting in touch with Teladoc Health! If a refund is owed it will be through the natural refund process when a claim is processed.

  To get the help you need, please contact our ***************** specialists directly at ************.  Our ***************** is available Monday-Friday, 8 a.m.-4:30 p.m. Central. If you do not reach someone, please leave a detailed voicemail, and well call you back.

  Your Teladoc Health team

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have COVID so I called Teladoc. I needed the Covid pills which I told the doctor so I can feel better and the doctor said I dont need a prescription I can get it over the counter. Paid $75. Contacted many pharmacy and they all said I needed a prescription. Contacted Teladoc multiple time in which they said I need to make another apt with Teladoc to get the prescription. When I contacted them again they said they cant give my the prescription for the medication needed. So basically I paid $75 for nothing.

  Business Response

  Date: 03/21/2023

  Hi *****,

  Thanks for getting in touch with Teladoc Health. Were so sorry you werent satisfied with your recent visit. Our team has reviewed your refund request, but unfortunately, we are not able to honor it per our visit policy (included below for your convenience).

  Teladoc Health policy:

  By requesting a visit, it does not guarantee that a physician will be able to treat you. Some conditions will require you to seek specialty or emergent services that cannot be treated by our providers. If a provider can treat you, it is also not guaranteed that a prescription will be written. Some diagnoses are treatable with over-the-counter medications or other treatment plans as ordered by the treating physician, which may include further treatment from your primary care physician. Once the visit has started,the visit fee is nonrefundable.

  If you need more help, we are available 24/7 at ************.

  Your Teladoc Health team

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was able to complete one appointment with my provider where I was prescribed new medication. My next follow up appointment was canceled less than five minutes before it was to begin. My next three attempts for an appointment had similar ends. When I tried to call and complain because I was also never given a reason for these cancellations, I was told to message the provider (which is actually not possible on the platform) and abruptly hung up on. This is extremely dangerous because if I was in a more sensitive mental health situation, this could point me at risk.

  Business Response

  Date: 03/09/2023

  Hi ********,
  
  Thanks for getting in touch with Teladoc Health. We appreciate your honest feedback and would love the opportunity to make things right. Our team is on standby to speak to you about your experience. Just give us a call at ************.
  
  Your Teladoc Health team

• Initial Complaint

  Date:02/27/2023

  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 requested a video visit appointment for 11/28/22 for a Mental Health Consult. I signed on to the video call room, and waited 20 minutes for my doctor. After 20 minutes, I got a phone call on my cell from the doctor. He said that he could not log on to the video visit, and suggested we should proceed with a phone visit instead. He began to ask me targeted questions, which pigeon holed my responses into fitting the mold he wanted. He then proceeded to say, he is not authorized to treat me over the phone, only video visit or for Teladoc. He then proceeded to say, he could hang up, and call back from his private practice instantly, but "did not accept insurance through his private practice." I was not interested in that option. After all, I looked into Teladoc after my insurance had recommended them as a cost- saving alternative for tele- health. The doctor then said, I cannot help you then, and ended the call, though I was charged as if that was my "visit". I fought time and time again (likely 5+ calls with different representatives), until my refund was finally approved on. They all said their standard line about "By requesting a visit, it does not guarantee that a physician will be able to treat you..." Yada yada. My refund was approved on 12/7/22. Today is 2/26/23, and I have not yet been refunded. I have called countless times (likely 20+ calls) over the past 3 months and there is always a different confusion, or issue, why the refund has not yet been paid. Since December, I have been trying to settle this so that I never have to think about this joke of an establishment again, but I need my money back first, which they do not seem to be able to provide me, even though they authorized the refund.

  Business Response

  Date: 03/21/2023

  Hi,

  Thanks for getting in touch with Teladoc Health. Were so sorry you werent satisfied with your recent visit. We are currently researching your concern.

  If you need more help, we are available 24/7 at ************.

  Your Teladoc Health team

  Customer Answer

  Date: 03/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business has only stated that they are reviewing my concern. They have not stated that there will be any resolution.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 03/31/2023

  Hi ******,

  Thanks for getting in touch with Teladoc Health! We have been notified of your need for support and want you to get the assistance you need.

  Our Member Support team, who specializes in providing elevated service to members, is ready and here to help.

  Please call ************. The Member Support Team is available MondayFriday, 8 a.m.- 6 p.m. Central.
  
  Your Teladoc Health team

  Customer Answer

  Date: 04/03/2023

  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 and the matter has been resolved. A refund was issued after countless calls. When I was polite I got no refund. When someone really upset me, I became impolite, and that is the only reason I was taken seriously. That is a poor way to run a business.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:02/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 13th, 2023, I initiated a Telehealth appointment with Teledoc in the hopes of treating a condition I have had in the past. Based upon Teledoc's policy in their FAQ, I believe I could get this prescription to help me deal with this issue while I was in between insurance policies. (FAQ here: Can I get a prescription? Teladoc does not guarantee prescriptions. It is up to the doctor to recommend the best treatment. Teladoc doctors do not issue prescriptions for substances controlled by the **** non-therapeutic and/or certain other drugs that *** be harmful because of their potential for abuse. Also, non-therapeutic drugs such as ****** and Cialis are not prescribed by Teladoc doctors. ) I believed based upon this policy that my prescription would be available and doctor advised me to take it. The company was not able to provide me the service I needed and I requested my money back for the visit with no luck. This is an issue only with Teledoc as I received the medicine from another Telehealth provider. This is unacceptable and I demand my money back.

  Business Response

  Date: 02/22/2023

  Hi *****,

  Thanks for getting in touch with Teladoc Health.We are sorry to hear that you werent satisfied with your recent visit. We appreciate your feedback and want you to know that we constantly strive for excellence.

  While Teladoc Health physicians can prescribe medications, not every visit will result in a prescription being written. Our physicians rely on your medical history and symptoms to determine whats right for you. Some diagnoses are treatable with over-the-counter medications or other treatment plans as ordered by the treating doctor.

  Our team has reviewed your refund request, but unfortunately, we are not able to honor it per our visit policy (included below for your convenience).

  Teladoc Health policy:

  By requesting a visit, it does not guarantee that a physician will be able to treat you. Some conditions will require you to seek specialty or emergent services that cannot be treated by a provider. If a provider can treat you, it is also not guaranteed that a prescription will be written. Some diagnoses are treatable with over-the-counter medications or other treatment plans as ordered by the treating physician, which may include further treatment from your primary care physician. Once the visit has started,the visit fee is nonrefundable.

  If there is anything else we can do to assist you, we are available 24/7 at ************.
  
  Your Teladoc Health team

  Customer Answer

  Date: 02/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Any other doctor on this planet would be able to provide me with the prescription I needed. You have restricted your doctors the ability to do their jobs and charged me for for a product that I did not receive. Your service is worthless and left me in pain for hours before I could get a response from a doctor who was able to do their job.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 03/21/2023

  Hi *****,

  We appreciate your feedback and are sorry to hear about your experience. We want you to know that we constantly strive for excellence.

  Our team has reviewed your refund request, but unfortunately, we are not able to honor it per our visit policy.

  Please note, if you are dissatisfied with the way Teladoc has provided services, you or your representative may file a complaint or dispute, either orally or in writing, with your benefits provider.

  If you need more help, please call ************. The Member Support Team is available MondayFriday, 8 a.m.- 6 p.m. Central.

  
  Your Teladoc team

  Customer Answer

  Date: 03/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  An unhelpful, worthless organization  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:02/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested video visit for medication refill on feb 5th 2023. This doc just called me on the phone instead of video and asked me what I need. I told him the medication and he said he cannot refill this online. I then asked him if I am going to get refund for this and he said I will get 100% refund since he did not do anything and told me to contact customer service. this conversation was less than one minute. When I contacted customer service they said they cannot give me refund regardless if they provide any service or not once the visit started, no refund period. I think that is just ridiculous. Before the visit started it indicated they cannot refill scheduled medication or muscle relaxant. They need to be more specific on what medication can be refill or not and indicate that once the visit started NO refund disclaimer. My primary care have been refilling this before so I did not think this would be any problem. Also the doctor said he is going to issue refund but company is not giving the refund. If the doctor make the call on what medication he wants to refill then why are u not following what he said and issue refund?? They are absolute thief. ZERO compassion for the patients and only money driven. I would like to have my money back.

  Business Response

  Date: 02/21/2023

  Hi ***,

  
  Thanks for getting in touch with Teladoc Health. We are sorry to hear that you werent satisfied with your recent visit. We appreciate your feedback and want you to know that we constantly strive for excellence.

  
  While Teladoc Health physicians can prescribe medications, not every visit will result in a prescription being written. Our physicians rely on your medical history and symptoms to determine whats right for you. Some diagnoses are treatable with over-the-counter medications or other treatment plans as ordered by the treating doctor.

  
  Our team has reviewed your refund request, but unfortunately, we are not able to honor it per our visit policy (included below for your convenience).

  
  Prescription Refill Policy: Teladoc does not guarantee a medication will be ordered or refilled during a visit.  Please upload a picture of the prescription bottle or medication needing a refill, in order to ensure the correct medication and dosing are issued. Refills are limited to two occasions per member per calendar year.  Our physicians cannot refill *** controlled substances, meds with potential for abuse, non-therapeutic meds (Viagra), or those requiring close clinical monitoring.

  
  If you need more help, we are available 24/7 at ************.
  
  Your Teladoc Health team

  Customer Answer

  Date: 02/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   This was not even a visit, the doctor did not ask about my medical history or why I take the medication. It was more of what medication I need to refill and he didnt refill it. Also the doctor said the refund will be issued since he did not do anything. Even each visit it depends on the provider to bill what level of visit or do no charge. So for this company to not give refund is not ethical. They just want money, nothing more. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******
  
  
  
  
   
  

  Customer Answer

  Date: 03/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  If you want to make things right then please issue the refund. I called many time and getting the same response. This is not how you do business especially when u are in healthcare suppose to help people. Not ethical whatsoever. When the doctor I spoke to said I will be getting refund then I need to get refund. If someone calls a clinic to ask if they can treat certain things or refill certain medications we dont charge them. Its just a question not a visit. PLUS there was no disclaimer saying I will be charged no matter what once the visit starts. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******
  
  
  
  
   
  

  Business Response

  Date: 03/21/2023

  Hi ***,

  We appreciate your feedback and are sorry to hear about your experience. We want you to know that we constantly strive for excellence.

  Please note, if you are dissatisfied with the way Teladoc has provided services, you or your representative may file a complaint or dispute, either orally or in writing, with your benefits provider.

  If you need more help, please call ************. The Member Support Team is available MondayFriday, 8 a.m.- 6 p.m. Central.

  
  Your Teladoc team

   

• Initial Complaint

  Date:02/13/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In September 2022 I contacted Teladoc for a prescription. Through my BC/BS plan, I do not pay a co-pay for at least the first 2 visits. When setting up the account it would not let me choose my federal plan, but just gave me ********** ******* and it required me to give a credit card to have on file (which I did). They charged my card for the full amount of the visit ($42) before even filing with my insurance company. When I did go through they only reimbursed me $12. When I called BC to find out why, I was told that was my co-pay however, when I pointed out my husband has also used this service with no co-pay they looked into it further. They did verify that I did not have a co-pay and that the $30 should be refunded. I have spent since October trying to get this resolved with Teladoc. I have spoken to several customer service representatives and supervisors. All of them assured me they would get this taken care of; however, none of them have done it correctly. I have had BC do a three-way call to get this resolved and it still isn't getting fixed. Teladoc just keeps filing it incorrectly with my insurance company time and time again.

  Business Response

  Date: 02/21/2023

  Hi *****,

  
  Thanks for getting in touch with Teladoc Health! We did make a phone outreach attempt on 2/17/2023 in which we left a voicemail.

  
  It seems you have 2 active accounts with Teladoc. The account that was utilized on 09/22/2022 does not reflect an introductory offer of 2 free visits.

  
  To get the help you need,please contact our ***************** specialists directly at ************.  Our ***************** is available Monday-Friday, 8 a.m.-4:30 p.m. Central. If you do not reach someone, please leave a detailed voicemail, and well call you back.

  
  Your Teladoc Health team

  Customer Answer

  Date: 02/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   I did reach back out to Teladoc when they left a message. The agent, ****, did not want to help me nor was he interested in hearing anything I had to say. He disconnected the call and sent me straight to the phone survey. I have spoken to the claims department several times and have explained this situation a million more. My insurance company has explained it to the claims department as well. There was no way for me to choose the correct BCBS plan (federal) when I created the account (I did not know I already had an account, my husband may have set it up). Originally, they took the $42 off my credit card before they even sent it through my insurance. It should never even gone through because the member id that I have did not correspond to that plan. I have been told by my insurance company Teladoc is submitting it under the wrong code. I have had several claims people say they will re-submit under the correct code, but never do. 

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 03/31/2023

  Hi *****,
  
  Thanks for getting in touch with Teladoc Health!We appreciate your honest feedback pertaining to your experience.

  You are a dual eligible member of Teladoc. Dual eligible members have multiple eligible accounts. The account that was utilized on 09/22/2022 does not reflect an introductory offer of 2 free visits. At the time of scheduling, it was determined that there was a fee for the visit in which you received a refund for the overage.
  
  Our Member Support team, who specializes in providing elevated service to members, is ready and here to help.

  Please call ************. The Member Support Team is available MondayFriday, 8 a.m.-6 p.m. Central.

  Your Teladoc Health team

  Customer Answer

  Date: 03/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:02/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Teladoc is a service provided through a paid plan with SureMed/American Better Health Organization and should be a free service. I have spent over 5 hours on the phone with no luck in getting the service i pay for as the representatives cannot figure out the issue with the account and in BOTH instances I have asked for a supervisor, I have immediately been transferred to their online survey. In both instances, I have asked for a call back on the online survey message which it claims is an option to no avail. Teledoc appears to be a scam as of thus far and their customer services practices are completely unacceptable. After two of those hours on the phone today alone, I was still unable to get my 5 year the online apnt he needs for an illness.

  Business Response

  Date: 02/20/2023

  Hi *****,
  
  Thanks for getting in touch with Teladoc Health! Our Member Support team is here to help you with your request. Please contact us directly at ************.
  
  Your Teladoc Health team