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:10/22/2024

  Type:Order 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.

  ***** ****** DOB ********** id ************ This my Second complain on this business with BBB. I call them the issue get fix for some time but the it start again they send medication to My daughter ******* ****** with out get payment the they send the invoke too me. they promise they will not send it without get payment her we are again. My Daughter is 20 Years old i not responsible for payment because she is adult. i it is reproveable of my ex-wife ********* ***** i have copy of the court order and i attaching the copy with the yellow highlight part on medication. i just want the fix this for one. I asking to separate the account form my because ******* is adult. i with ither companies o same issue the new had a issue it was all fix the spilt the account i never saw any bill after i talk to them but with benecard member other that are in same divorce they have the same issue with benecard . They need to doe some with that issue start splitting accounts

  Business Response

  Date: 11/07/2024

  Hello *** *******, 

   

  Attached is Benecard's response to complaint ID ********. Please let me know if you have any further questions. Thank you! 

   

  **** Ireland

  Assistant VP of Quality 

  Customer Answer

  Date: 11/07/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22460563
  
  I am rejecting this response because:
  i talk to bankcard many times they promise that they are going to fix but work for litter while and  the administrator of the account is not my ex-wife benecard need I am she is not to allow to change anything on the account. is this is not fix i going to *********** Paper) to show what king of business is Benecard PDF
  

  regards
  
  ***** ******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:10/01/2024

  Type:Order 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 called multiple times and spoke to multiple people my extremely important medications were apparently lost in the mail and I PAID for them for two blood pressure medications and one cholesterol med. I've been in EXCRUCIATING PAIN FOR 5 DAYS NOW AND HAVE TO RE-PURCHASE the same meds again. I had to call off work one shift and i'm suffering so much right now. They won't send serious meds rushed to replace. Bottom line I paid for goods that never arrived.

  Business Response

  Date: 10/15/2024

  Hello! 

   

  BeneCard has reviewed and provided our response in the attached PDF letter. Please let me know if you have issues opening or have further questions. Thank you! 

  Customer Answer

  Date: 10/15/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22363021
  
  I am rejecting this response because:
  They are totally lying. I did not get my medication. I never signed for anything My mail IS VERY THIN  and they would not fit.

  I  cannot believe how they are still lying....over blover Blood Pressure medicine and cholesterol.This is absolutely absurd! I almost died
  Regards,
  
  ***** *******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/20/2024

  Type:Order 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.

  The ** school systems use Benecard as an easy way to deny coverage. Right now Benecard is denying a renewal for coverage for Wegovy, as I report my weight and health stats to my doctor, online, not in her office. This is a ploy and well known tactic Benecard uses to avoid paying out medication. I now have to look for non-official Wegovy because Benecard is wrongfully denying my claim, after my doctor has attested she meets with me every month virtually, records my weight, and doesn't even write refills. ******* ****** systems and my wife pays Benecard monthly while they are known for falsely denying claims, including my CR *******

  Business Response

  Date: 02/22/2024

  Hi *******,

   

  I am confirming receipt of the complaint. We will review and provide a response back within the requested 14 business day turn. Thank you! 

   

  ****************

  AVP Quality and Compliance

  Business Response

  Date: 02/29/2024

  Hello *******,

  Benecard takes member complaints very seriously. Upon receiving the above-referenced complaint, we initiated an immediate investigation into this matter.
  

  
  Benecard provides prescription drug administrative services for self-funded plan sponsors who control their respective plan designs. Benecard administers those plans in accordance with their specifications. Benecards administrative services for all plan sponsors include clinical reviews, which are an integral component to providing patient safety protections. Our clinical programs, including clinical reviews, are reviewed and approved on a quarterly basis by Benecards Pharmacy and ********************** consisting of medical doctors from a variety of specialties.  The drug in question, Wegovy 2.4mg/0.75ml, a weight loss medication, requires a clinical review in accordance with the pharmaceutical manufacturers drug label.  
  
  Per Benecards clinical review process and in conjunction with the manufacturers drug label guidelines for this medication, the members prescriber must record their weight measurements at an in-person office visit and submit with documentation for the clinical review. If the information is not received, the request will be denied for missing information. On February 8, 2024, ****************** contacted us regarding the upcoming renewal of his clinical review which was set to expire on March 11, 2024. At that time, he was told that we needed additional information from his prescriber.  The information needed to continue to approve this clinical review was an in-office weight measurement, as the information we had received was from a virtual appointment. ****************** was not out of medication at this time, and as a courtesy to allow him time to schedule the in-office visit, a one-time approval through March 21, 2024, was provided.  ****************** had previously been approved for his medication because the requested weight measurements were shared with us via his prescribers office records.
  
  On February 26, 2024, ****************** had an in-person office visit, and his prescriber submitted the chart notes to us. The clinical review was completed, and approval was extended for another 16 weeks. On February 27, 2024, ****************** was notified of the 16-week approval, the clinical review process, and requirements, and he confirmed he understood.
  
  If there are additional questions or concerns, please contact me at **************.
  
  Sincerely,
  
   
  **************************
  Vice President of Corporate Projects
  Corporate Privacy Officer
  Cc: Fax # **************

• Initial Complaint

  Date:10/03/2023

  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.

  they are send medication to my ex-wife for my ***************************** without get the payment just billing i spoke ***** the manger he push this to the pharmacy Manger he told some will call me back i but i still not got back they send the medication on 10/03/23 with get the payment from her agian i need to get this resolved meber id *********** BIRTH DAY **********

  Customer Answer

  Date: 10/04/2023

  they this again without calling and the sending medication without payment to me 10/04/23 and the did same to my doughier without making the call and get the payment they send the medication 10/04/23  how many time do i have call them sent letter sena letter that they received on 09/25/23  tracking numer**********************

  Customer Answer

  Date: 10/10/2023

  On 10/02/23 they ship again with payment 

  Customer Answer

  Date: 10/10/2023

  they did  again on 10/10/23 they ship with get payment

  Business Response

  Date: 10/20/2023

  October 19, 2023 

  Dear *** *******:
  BeneCard PBF takes member complaints very seriously. Upon receiving the above-referenced complaint, we initiated an immediate investigation into this matter.
  After reviewing the member’s profile, it was determined that the daughter is covered under her father’s (***
  ******’s) prescription plan through his employer. *** ******’s ex-wife makes all the payments for their daughters’ medications. The primary account holder (*** ******) is ultimately responsible for all charges associated with any transactions related to his daughter or any other dependents listed under his cardholder
  status. The mother’s credit/debit card information is the only card saved on the daughter’s profile for payment and in our mail order system, Benecard Central Fill. If for any reason the mother does not pay, *** ****** is ultimately responsible for all charges.
  Benecard Central Fill’s policy for all mail order prescription orders that are processed where the out-of-pocket cost is below $100, is to allow for those orders to be mailed without payment being required. If the out-ofpocket cost is $100 or more, we contact the member for payment and then ship the order. *** ****** is asking that Benecard Central Fill go outside of our current process and collect payment from his ex-wife for
  his daughter’s medications, which are under the out-of-pocket limit of $100, prior to shipping. Benecard Central Fill added an alert to the daughter’s account that advises payment is needed before shipment, but this is not a guarantee. If payment is not collected, the mother may call in and make a payment at any time.
  The dependent’s mother was called on 9/28/2023 to ensure her credit card information was used for payment on the most recent medication refills at our pharmacy, Benecard Central Fill.

  If there are additional questions or concerns, please contact me at ###-###-####.
  

  Sincerely,

  Vice President of Corporate Projects
  Corporate Privacy Officer

  Customer Answer

  Date: 10/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: They told over the phone that They will not process the ship without a payment. It look like they are have intornal issued that they can handlke them seft mabe  they need new emplyes that can read englishj
  
  Regards,
  
  ***********************
  

  Customer Answer

  Date: 10/20/2023

  I just what to do what hey tell on the phone and i not respoinceball for my douther cost they aready have the court order and i attacing a copy of the court order to this compliant it hightlight

  Customer Answer

  Date: 11/02/2023

  I spoke to the Company and I think came to resoulition they told me that all medication will be not sent and they will call on all medication if this the tru i happy with that

• Initial Complaint

  Date:02/10/2023

  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.

  Purchase medication from BeneCard paid $545 ,was not sent the whole prescription and BeneCard refuses to send the remainder of my prescription, had to file a appeal and it was approved and I still have not received the remainder of my prescription

  Business Response

  Date: 03/17/2023

  March 16, 2023 
  Dear *** ******* *******, 
  BeneCard PBF takes member complaints very seriously. We initiated an immediate investigation into  this matter.  
  After reviewing the members profile, it was found a prescription from the prescriber was received with  the dose increase. However, a prescription with the original dosing was already in process and so the  new prescription was placed on hold.  
  After the investigation was completed, the member was called to ensure they had enough medication.  We explained to him that we received a prescription at the end of December 2022 which was set to  process on 1/10/2023. However, on 1/6/2023, we received another prescription with directions  indicating to use a higher dose. Because the first fill was already set to process and ship, the newer  prescription did not process and was put on hold. We explained that the prescription with the updated  dosing will be processed for future fills and the older prescription was discontinued. The member will  also be sent the difference between the original dosing and newer dosing and will not be charged an  additional copay. 
  The member was happy with the resolution and appreciated the outreach.  
  If there are additional questions or concerns, please contact me at 1*************.

  Sincerely, 
  Jamie ** N***** 
  Vice President of Corporate Projects 
  Corporate Privacy Officer 

  Customer Answer

  Date: 03/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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. 
  
  
  
  Regards,
  
  
  
  ******* ****