Business Profile

Payment Processing Services

InstaMed

Complaints

This profile includes complaints for InstaMed's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

92 total complaints in the last 3 years.
20 complaints closed in the last 12 months.

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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:12/04/2024
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 April 29, 2024, I made a payment of $205.00 to CareNow via InstaMed. According to InstaMed, the payment status is "SETTLED" and the provider should have received and processed the payment. Here are the details of the transaction:Merchant ID: ************ Merchant Name: HCA Physician Services #7 Amount Approved: $205.00 Processed Date: April 29, 2024 Authorization Code: ****** Settlement Date: April 30, 2024 Despite this, CareNow asserts that they have not received this payment. Consequently, I have ended up paying a total of $385.00, including $180.00 directly to CareNow on the day of my appointment and $205.00 through InstaMed. ******* still asking me to pay additional $25, since the total amount I need to pay is 205.Resolution Sought: I am seeking a full refund of $205.00 from InstaMed, as CareNow did not receive the payment processed through InstaMed, and I have been charged more than I should have paid.I have attempted to resolve this issue by contacting both InstaMed and CareNow, but have not received a satisfactory resolution. Therefore, I am reporting this situation to the BBB to seek assistance in resolving this matter.
Business Response
Date: 12/17/2024
InstaMed's **************** Team has made multiple attempts to contact Methodist Carenow Urgent on Flavio's behalf, but have been unsuccessful in reaching a resolution. The Team emailed ****** on 12/12/2024 with the recommendation to have him call InstaMed, and the Service Specialist will then initiate a 3-way call with Methodist Carenow Urgent to discuss the matter. InstaMed's **************** Team can be reached at **************************, ************** or *********************************
Customer Answer
Date: 04/02/2025
InstaMed provided me a medical payment service for CareNow, but ******* claims they have no partnership with InstaMed and never received the payment. As a result, I'm being charged by CareNow, because ******* did not receive any payment. Despite my requests, InstaMed has refused to refund you. This situation is problematic because InstaMed processed a payment without a valid agreement with the provider, misleading me as a consumer. Now, I'm seeking support to recover my money from InstaMed. I demand an immediate full refund of $205.00 to the original payment method within 5 business.

Desired Resolution / Outcome
Desired Resolution:
Refund
Business Response
Date: 04/10/2025
InstaMed's **************** Team emailed ****** the morning of 4/7/2025 to advise that they were working on his inquiry, and would get back to him with an update. On the afternoon of 4/7/2025 a Team Representative got in touch with ****** on the phone, and ****** requested that the Representative call him back on 4/8/2025. Also on 4/7/2025, the Representative contacted Flavio's ****************** but was unable to complete the call without Flavio's DOB information.
On ********, the Representative coordinated a 3-way call with ****** and his ****************** but unfortunately ****** dropped off the call as the Provider starting asking questions. The Representative tried to immediately call back ****** to rejoin the 3-way call, but Flavio's number went directly to voicemail. An email was sent from the Representative to ****** right after this attempted 3-way call to request whether there is a better number and/or time to call ****** to work on this matter.
The Team will continue to make outreach to ****** and can be reached at (866)INSTAMED, **************, or ********************************************************.
Business Response
Date: 05/07/2025
Outreach was made by InstaMed's **************** Team to ****** via email on 4/10, 4/11, 4/16 and 4/17 **************************************** time at which a Team Member could call him. An email response was received on 4/17/25 confirming the phone number in the email InstaMed sent to him was correct, and ****** requested that a Team Member call him after 4 PM Central time. A Team Member called ****** at the confirmed number at the requested time on 4/17/25, and there was no response. A message was left by the Team Member on the voicemail. Between 4/17/25 - 4/28/25, there was no response from ****** to the InstaMed **************** Team, and a Team Member followed up with emails on 4/28 and 4/29 2025 requesting that he contact InstaMed. As of 5/2/25, the **************** Team has not received any follow up communication from ******.
Initial Complaint
Date:11/22/2024
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.
Terrible services provided by Instamed. Billing payments completed online through the Instamed system are not accurate or applied correctly. The Instamed system is one of the worst systems and experiences I have used for billing. It is the listed service for completing online payments for my health care practices under Hunterdon Health System and for paying my medical bills. The information in the system is not always accurate or connected to the correct practice and account and you cannot verify through the Instamed system. On several occasions I've paid bills for myself and family members and the correct firm is not credited and my account balance with the health care facility remains outstanding. My account was sent to collections due to there errors.When calling the billing number for the practice (a different 3rd party service) they are not able to help directly because they do not interact with Instamed and can only tell me a balance is still due on my account and that no payment was posted. They have no way to interact, check or coordinate with the Instamed payment system and is ************* most recent example is a payment not received by Hunterdon Pulmonary and ************** ************************************************************************** account ending in ***** Instamed management should be held accountable for poor service. A class action lawsuit needs to be brought against this company for their failures, inaccurate accounting and safe keeping of private information.
Business Response
Date: 12/03/2024
InstaMed's **************** Team is in receipt of ***** matter,and it has been escalated to a group that will reach out for additional information. If **** would like to engage with InstaMed's **************** Team now, they can be reached at (866) INSTAMED, **************,or ******************************** for further inquiries.
Initial Complaint
Date:10/17/2024
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.
I attempted to make payments for 4 health insurance claims, to the tune of $1800, via Instamed. Instamed is supposed to act as a middle man, debiting your money from a bank account, and transferring it to the healthcare provider. Instamed instantly debited that $1800 from my account, but never paid the provider, despite it being more than a month from the time I paid from through my health insurance portal using Instamed. They just stole my money. I have now "cancelled" those payments, since I have had to pay them directly to the hospital instead via credit card, to avoid becoming delinquent. From what I have read, this cancellation of payment process is never smooth or easy with Instamed, with people having to wait months to get their money back, if they ever do. Essentially, I gave ****************************(Instamed's owner) an $1800 interest free loan that I may never get back. Instamed is a scam, and it should be criminal that insurers have them on their payment pages as an acceptable payment processor, when they don't send out payments, or are not accepted by service providers.
Business Response
Date: 11/04/2024
InstaMed's **************** Team notified **** on 11/1/2024 that a refund was issued to him on 10/29/2024 and is awaiting his response. If **** needs additional information or has questions, InstaMed's **************** Team can be reached at (866)INSTAMED, **************, or *********************************
Initial Complaint
Date:10/16/2024
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.
My health insurance company (*****************) paid a bill (in August 2024) out of my health insurance's HRA after all adjustments were made, so according to my insurance company I owe nothing. Now InstaMed keeps sending a bill to me for that same amount - they say if my insurance company paid electronically they have no way to match the payment with my bill. According to them (InstaMed) I have to get the electronic check number from my insurance company, give it to them, then they will apply it to my bill. When I asked where the electronic payment goes if they don't apply it to my bill immediately, the customer service *** said it goes into an account there with them (the InstaMed billing company). So, either I have to do the job they should be set up to do (accepting and managing payments) or I will keep getting billed for the money they have, but apparently don't have a system to assign it properly to my account. Something feels sketchy with this company!
Business Response
Date: 11/04/2024
InstaMed's **************** Team spoke with ******** on 11/1/2024 to discuss her concerns. The Team member explained that InstaMed's role in the payment process is that of a third-party payment processor for Healthcare and Insurance companies. Patricia's current issue relates to her Provider not crediting her account with a payment made to them by her Insurance Company. She was advised that InstaMed is not a party to this matter, and that she needs to contact her Provider's office. If ******** has additional questions, InstaMed's **************** Team can be reached at (866)INSTAMED, **************, or ******************************** on further inquiries.
Initial Complaint
Date:09/13/2024
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.
This is a billing company for Radiology Specialists and they don't send bills. Instead, they give you an insecure sight to visit (no way am I giving my info to an insecure site). When I requested a bill, they claim to have sent it but I never got it. I confirmed my address and asked for another. It never showed up. Then they started calling me to collect. I tried once again to log into InstaMed's portal, but it wants a number on my statement that I've never received. Apparently, I've tried too many times and now I'm locked out of their portal entirely. If this affects my credit, it will hurt my rate on buying a new home and that's completely unfair. Their business practices are shady at best and terrible at worst.
Business Response
Date: 09/25/2024
InstaMed's Customer Service Team contacted Angela by email on 9/16/2024 to explain that InstaMed is a third-party payment processor for Healthcare and Insurance companies. This means that her Provider uses the InstaMed system to accept electronic payments but does not handle billing for the Provider. The Team advised Angela that if she is missing information to link herself to her Provider, such as a Patient ID or Account #, that she will need to obtain that information from her Provider directly. InstaMed is unable to verify patient information as a third-party, in addition to HIPAA compliance requirements. If Angela has additional questions, InstaMed's Customer Service Team can be
reached at (866) INSTAMED, (866) 467-8263, or [email protected] on
further inquiries.
Customer Answer
Date: 09/28/2024
[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: 22280686

I am rejecting this response because:

There was no contact information available for the provider. I found a phone number for Radiology Associates online, but it was disconnected. Resolving this issue was an exercise in futility. The payment system simply would not work and I was unable to pay until it was sent to collections, which is unacceptable. I always pay my bills right away when I have a legitimate bill (which I never received). They claimed it was mailed to my previous address (we have mail forwarded and it never came) and my new address (nope. It still never came).

Regards,

Angela Koenig

Business Response
Date: 10/08/2024
In the process of Angela paying the bill to her Provider, InstaMed's role is that of a third-party payment processor. This means that Angela's Provider uses the InstaMed system to process electronic payments on its behalf. Angela's concerns related to having a copy of the bill sent to her, and the payment she made being credited to her account, need to be addressed with her Provider. InstaMed neither has access nor the ability to link the payment made to her account with the Provider, and cannot contact the Provider on her behalf as that would be a violation of HIPAA. Once Angela makes contact with her Provider, if there are any questions related to the processing of her payment, she should contact InstaMed for the details of the transaction. InstaMed's Customer Service Team can be reached at (866) INSTAMED, (866) 467-8263, or [email protected].
Initial Complaint
Date:09/06/2024
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.
They refuse to answer the phone when I try to call them They refuse to cancel my account They refuse to give me my payment back
Business Response
Date: 09/11/2024
InstaMed's **************** Team spoke with ***** on 9/10/24 and located the transaction on which he had concerns. The Representative clarified for ***** that the bill was initiated by his Insurance Provider and explained that InstaMed's role in the transaction is that of a Payment Processor. Additional information was provided to ***** ** that he can contact his Insurance Provider with details of his transaction, and ***** stated that he was satisfied with the Representative's explanation. InstaMed's **************** Team can be reached at (866)INSTAMED, **************, or ******************************** for further inquiries.
Initial Complaint
Date:08/30/2024
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.
I was going thru my banking account transactions and I noticed two charges for Instamed in the amount of $53.40 each, I have never heard of Instamed and contacted them immediately, I forwarded to them via email pictures of the two charges o my acct and questioned where did this come from, they stated ******** authorized this charge which did not make any sense, I never received any notice from ******** about this and never received an invoice or bill either email or postal service. from ******** or Instamed. I never authorized this charge nor did anyone else on my behalf.
Business Response
Date: 09/06/2024
InstaMed's **************** Team spoke with ***** and explained that it appears her prescription plan changed their billing process. The Team informed ***** that she will need to contact the plan's provider to make any changes, or cancel, the plan as InstaMed's role is that of a payment processor. InstaMed's **************** Team can be reached at (866) INSTAMED, **************, or ******************************** on further inquiries.
Initial Complaint
Date:08/29/2024
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.
**************************** (****) now has patients use the app Healow to make payments. Back on January 27, 2023, I used the app InstaMed to make a payment with ****. The bill was for $169.27. I had received information from InstaMed that they would debit my checking account (since then Ive closed that account).I ended up receiving a past due bill from **** saying they never received the payment. Since I didnt want any problems, I went ahead and used my credit card to pay the bill again on February 15, 2023. So, I paid the same bill twice. I ended up calling **** and they told me they had never heard of InstaMed. They had not received any payments on my account from **********************. **** cant refund the payment InstaMed took out of my checking account, because **** never received that payment from InstaMed. The only payment **** received was the one I paid with my credit card on February 15, 2023.On February 16, 2023, I received an email from InstaMed telling me that **** still hadnt processed my payment. In the email, InstaMed said theyd refund me my payment, if **** didnt process it by March 31, 2023.I reached out to Instamed several times in 2023 asking for them to reimburse me my money. They were of no help whatsoever. I was told by them that my payment has been Settled and that the provider received payment. If I want a refund, I have to contact ****. The problem is the payment InstaMed was referring to that was Settled, is the payment I made with my credit card. **** cant issue me a refund of the amount InstaMed debited from my checking account because they never received that payment from InstaMed. With all the emails to and from InstaMed, it seems they are incapable of understanding this.
Business Response
Date: 09/17/2024
InstaMed's **************** Team is in receipt of ******* matter and has attempted (unsuccessfully) to contact her Provider, **************************** (****), on September 13, 17, and 18, 2024. The Team will continue outreach to locate ******* payment with the Provider, and will keep her apprised of situation until it is resolved. InstaMed's **************** Team can be reached at (866)INSTAMED, **************, or ******************************** for further inquiries.
Customer Answer
Date: 09/18/2024
[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: 22215397

I am rejecting this response because:Instamed emailed me on 9/4/24 asking me if I'd like them to reach out to **** on my behalf, and if so a good phone number to call. I emailed them back on 9/4/24 and told them I did want them to contact **** because InstaMed is the problem and they need to fix this. I told them to call **************. In the response from BBB, it says InstaMed attempted to (unsuccessfully) contact **** on September 13, 17, and 18. What about September 4 - 12? Why did they take so long to "try" to contact them? I don't believe them. I just called ************** myself. I was only on hold 5 minutes before someone answered. JCMG told me InstaMed hasn't ever reached out to them regarding my account. I'm going to forward my latest email from InstaMed to **** right now. I don't understand why InstaMed consistently shows such a lack of effort, on their part, to fix any of this.

Regards,

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

Business Response
Date: 09/27/2024
InstaMed's **************** Team has been advised by ******* Provider that the payment she made through InstaMed was credited to her account on 2/15/2024. The Provider informed the Team that a separate payment, made using a different payment processor, was credited to the account on 2/22/2024. As this separate payment was not processed by InstaMed, ***** will need to contact this other payment processor to address this transaction. The **************** Team reached out to ***** on 9/27/2024 with this information and advised her of this update. If ***** has additional questions, InstaMed's **************** Team can be reached at (866)INSTAMED, **************, or ******************************** on further inquiries.
Initial Complaint
Date:07/23/2024
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.
SE Emergency Physicians bill of *****. I paid through Instamed. Instamed sent to wrong address. **** has not been paid according to Team Health. Instamed says payment processed. Not according to provider.
Customer Answer
Date: 07/26/2024
I have an email stating payment was sent to an address in **********, **** and now a phone number to the "provider" who is listed at a hospital in a different city than where I live. A hospital, I have never been.
Customer Answer
Date: 08/08/2024
I have an email stating payment was sent to an address in **********, **** and now a phone number to the "provider" who is listed at a hospital in a different city than where I live. A hospital, I have never been.
Business Response
Date: 08/12/2024
Thank you for contacting us regarding this complaint. One of our customer service agents contacted via email **************** on Thursday, August 8th. A reimbursement check has been issued for the full amount to the address provided. Typically it takes 7-10 business days for the check to be delivered. Please don't hesitate to contact our **************************** at either ************** or via email at ******************************** for any additional questions.
Customer Answer
Date: 08/20/2024
The check I was promised to be mailed on August 8, 2024 has not been received.
Business Response
Date: 09/11/2024
InstaMed's **************** Team emailed ***** on 9/10/24 with an update that the check she requested was mailed to the address she provided and cashed on 8/23/2024. InstaMed's **************** Team can be reached at (866)INSTAMED, **************, or ******************************** for further inquiries.
Initial Complaint
Date:07/01/2024
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.
On June 17, I attempted to make a payment for my daughters account to a local provider.Instead I was redirected to ********************** account and accidentally paid him.I immediately tried to follow the instructions to cancel the payment, but there was no cancel button next to the payment as described in the cancel instructions on Instmeds help site. I then immediately contacted InstaMed via email as instructed.I didnt receive a response from InstaMed until 10 days later and it told me to contact Dr. **** which I did and his office didnt know how to help.They told me to contact InstaMed so I just called, was on hold for 15 min and then right before the line hung up on me I was told by the recording to email InstaMed. So I again emailed InstaMed and am still waiting for any sort of help. The two previous case numbers are:02191971 ******** The original error payment was for $202.05 The transaction was 6/17/2024 The # is 68598D
Business Response
Date: 07/15/2024
Dear **************,
We apologize for the time it has taken to resolve this matter. As a courtesy and due to the inconvenience that this has caused, a client service representative will be in touch with you about issuing you a refund.
Regards

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