Merchants Benefit Administration

March 16, 2015Revdex.com[redacted]

RE: ComplaintID# [redacted], Complainant [redacted]To whom it may concern:I am writing in response to the above mentioned complaint, ID [redacted] for [redacted]. In...

[redacted] complaint, she stated that she enrolled in the Multiflex Dental plan online and never received her ID cards or Fulfillment documents. She stated that she tried to call multiple times and was never able to get a hold of anyone via phone or email. She also stated that her provider called to get benefit information and the provider was equally unsuccessful.       [redacted] submitted her enrollment request on 01/02/2015. [redacted] was sent a “Welcome” Email from MBA on 01/07/2015 to the email address that was provided when she enroll for the plan. The “Welcome”email contained information on how to login to her member portal to retrieve her ID card and benefit information. ·       [redacted] contacted MBA on 01/14/2015 and spoke with a memberservices representative regarding gaining access to her ID card and benefitinformation. The representative advised her the information is available onlinevia her member portal and sent her an email notification with a copy of her IDcard and benefits document. ·       [redacted] was sent an additional email from MBA regardinggaining access to her member portal on 2/8/15, as our records indicated thatshe had not logged into her portal yet.·       [redacted] reached out to MBA on 2/17/15 to request to cancelher plan due to lack of service and being able to reach a live representative.MBA provided her with the cancellation request form in order to cancel herplan. ·       [redacted] reached out to MBA on 2/20/15 and left a voicemailrequesting to obtain access to her member portal. MBA emailed her instructionson accessing her member portal again. [redacted] successfully logged into herportal on 2/20/15.  ·       MBA received [redacted] request to cancel her plan in writing.·       MBA’s Dental Claims Manager reached out to [redacted] on March 13,2015 to review the details of her concerns and offer a mutually agreeablesolution for the inconvenience she experienced in trying to reach us. MBAoffered to refund [redacted] February 2015 premium. [redacted] found thisto be acceptable solution for the inconvenience. Please feelfree to contact me directly should you require any further information on thismatter. Sincerely, [redacted]Director of AdministrationMerchants Benefit Administration[redacted]

[redacted] Direct Line

I am writing inresponse to the above mentioned complaint, ID [redacted]. In Mr. [redacted] complaint, he statedthat he has attempted to reach MBA to obtain a copy of his insurance cards andhas been unsuccessful. MBA received avoicemail from Mr. [redacted] on 3/13/15 requesting assistance...

with obtaining hisID card and benefit information. MBA returned the call the morning of 3/17/15.MBA advised Mr. [redacted] that an ID card and benefit document would be emailedto him by the representative and also instructions on accessing his documentselectronically through his member portal. The email was sent immediately afterthe phone call and the portal instructions were issued from the website on3/19/15. A follow up phone call was placed to Mr. [redacted] after the portal instructionswere sent to see if he needed any additional assistance. He advised that hereceived everything he needed.   Please feelfree to contact me directly should you require any further information on thismatter. Sincerely, [redacted]Director of AdministrationMerchants Benefit Administration[redacted]

?To whom it may concern,

I am writing in response to the above mentioned complaint ID [redacted] for [redacted]. In his complaint he states he only inquired about dental coverage, but he never received any proof of insurance from Merchants Benefit Administration (MBA), and he...

wants to be reimbursed an amount of $3,402.36.

[redacted] submitted his application for dental coverage through the website: [redacted] on March 6, 2012. eHealth Insurance sends email notices to all applicants once an application is received and also when the application is approved. The following is a list of notifications that were sent to [redacted] regarding his dental coverage:

·       03/06/2012: e-mail notification to [redacted] from eHealth Insurance advising that his application was forwarded to MBA for processing.

·       03/16/2012: e-mail notification to [redacted] from eHealth Insurance advising that his application was approved and he would be receiving an ID card within 3 weeks

·       04/04/2012: MBA mailed a Benefits package and ID card to [redacted]  [redacted] (Address listed on application)

·       07/09/2013: MBA mailed an updated ID card to [redacted]  [redacted] (Address listed on application)

·       04/25/2014: e-mail notification to [redacted] from MBA. Reminder to log into your online dental portal

·       06/24/2014: e-mail notification to [redacted] from MBA. Reminder to log into your online dental portal

·       10/01/2014: [redacted] left us a voice mail stating he needed to cancel the coverage because he now had new employment which included dental insurance

·       10/01/2014: MBA returned the phone call and left [redacted] a message stating we would stop the automatic payments and sent him a cancellation form via email

·       10/23/2014: [redacted] returned the completed cancellation form via email. The signed form indicates he was cancelling the coverage due to new insurance through his employer

·       10/30/2014: [redacted] called and emailed MBA stating his account was still being billed and that it had previously been billed twice a month.

·       11/3 & 11/4/2014: left [redacted] voice mails in regards to our findings and the amount refunded. The refund totaled an amount of $673.53 due to his checking account being inadvertently being double charged.

Since MBA received a completed & signed dental application, and sufficient dental coverage information was provided to [redacted] both electronically and through the mail, MBA will not refund any of his dental premiums paid to date. Per his request, his account has been cancelled effective September 30, 2014, since the last monthly premium paid was for the month of September. His checking account will no longer be charged any more premiums. The premiums paid to date for his dental plan total an amount of: $1308.30.

Please feel free to contact me directly should you require any further information on this matter.

Sincerely,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,[redacted]

I am a member with the company mentioned above and I cannot get any response from them. Left them messages, sent emails and nothing!

I had service with Merchants Benefit Administration for one month after paying a costly dental bill. When I went in for a routine check-up, my dentist office called to verify insurance and first they said I didn't even have coverage. When they finally did agree that I had coverage they didn't pay for anything. They wouldn't even give me dental office an explanation of benefits. I feel like this business is a scam and just take your money, but don't give you any service in return. BUYER BEWARE!!!

Review: So i've recently lost my job and have had to restructure all bills. Since my mothers death on August 30th of 1995 i've been without family and on my own.I've got no one who could or can lend my support,money or anything. It's all on my own,so when I cancelled my insurance I was billed which hurt my money situation dramatically. I've called and tried contacting through email with no avail.I spoke to a woman today who was of no help,I'm just sick and sad that business's are allowed to do whatever the want to whomever they please.So for the past 1 1/2 years plus Merchants Benefits Administration had never sent me an insurance card and until recently I had no idea I was paying for insurance I never had info.from. In all that time I never used there insurance that I never knew I had.Yes I was caught up in life and let my gal take care of my finances until i've had to change jobs. That doesn't make it acceptable for a business to carry themselves that way and take advantage of people.I remember inquiring about dental insurance but it was all online with no interaction or follow up on there end.Now I'm come to find out they've been taking money out every month since then.I want reimbursed all of my money if possible. Since I was paying for a service I never thought I had,therefore never used.Please help me in anyway possible again its just me I'm all alone,poor and very upset.Desired Settlement: I would like to be reimbursed for all of my payments. I never received any paper work any conformation in the way of hard copies I actually had this insurance. I've been completely taken advantage of and its not fair.After I realized the scope of how much this company has stolen from me I canceled immediately. Yet the company has billed me throwing my account into a negative status. Ive called and emailed with only one response and the woman Iana ( I-on-ah) was of no help misinforming me and speaking in circles. The fact that I've been paying for a service I never knew I had and simply inquired online about different options is so frustrating. Any help would be greatly appreciated again I'm all on my own with no support in anyway,can you please be my support.They've stolen a lot of money from me. They've also through my research have changed there schemes in with drawling money from my account. Breaking the payment down into two separate smaller withdrawals,to now one combined.

Business

Response:

?To whom it may concern,

I am writing in response to the above mentioned complaint ID [redacted] for [redacted]. In his complaint he states he only inquired about dental coverage, but he never received any proof of insurance from Merchants Benefit Administration (MBA), and he wants to be reimbursed an amount of $3,402.36.

[redacted] submitted his application for dental coverage through the website: [redacted] on March 6, 2012. eHealth Insurance sends email notices to all applicants once an application is received and also when the application is approved. The following is a list of notifications that were sent to [redacted] regarding his dental coverage:

· 03/06/2012: e-mail notification to [redacted] from eHealth Insurance advising that his application was forwarded to MBA for processing.

· 03/16/2012: e-mail notification to [redacted] from eHealth Insurance advising that his application was approved and he would be receiving an ID card within 3 weeks

· 04/04/2012: MBA mailed a Benefits package and ID card to [redacted] (Address listed on application)

· 07/09/2013: MBA mailed an updated ID card to [redacted] (Address listed on application)

· 04/25/2014: e-mail notification to [redacted] from MBA. Reminder to log into your online dental portal

· 06/24/2014: e-mail notification to [redacted] from MBA. Reminder to log into your online dental portal

· 10/01/2014: [redacted] left us a voice mail stating he needed to cancel the coverage because he now had new employment which included dental insurance

· 10/01/2014: MBA returned the phone call and left [redacted] a message stating we would stop the automatic payments and sent him a cancellation form via email

· 10/23/2014: [redacted] returned the completed cancellation form via email. The signed form indicates he was cancelling the coverage due to new insurance through his employer

· 10/30/2014: [redacted] called and emailed MBA stating his account was still being billed and that it had previously been billed twice a month.

· 11/3 & 11/4/2014: left [redacted] voice mails in regards to our findings and the amount refunded. The refund totaled an amount of $673.53 due to his checking account being inadvertently being double charged.

Since MBA received a completed & signed dental application, and sufficient dental coverage information was provided to [redacted] both electronically and through the mail, MBA will not refund any of his dental premiums paid to date. Per his request, his account has been cancelled effective September 30, 2014, since the last monthly premium paid was for the month of September. His checking account will no longer be charged any more premiums. The premiums paid to date for his dental plan total an amount of: $1308.30.

Please feel free to contact me directly should you require any further information on this matter.

Sincerely,

Review: I cancelled my policy on 5/1/15. I still have not received my refund after many attempts by phone and e mail to collect it. I was told when I cancelled the policy that it would be sent immediately since I had just taken out the policy.Desired Settlement: I want my refund of $496.92 immediately

Business

Response:

[redacted]To whom it may concern:I am writing in response to the above mentioned complaint, ID [redacted]. In Ms. [redacted] complaint, she stated that she requested to cancel her plan and never received a refund. MBA received Ms. [redacted] request to cancel her plan in writing May 7, 2015 and processed the request on May 8, 2015. The refund request failed to process due to a system error at the time her plan was cancelled. MBA processed the refund in the amount of $496.92 on June 3, 2015 and attempted to reach Ms. Webb to advise. MBA left a voicemail with the information. Please feel free to contact me directly should you require any further information on this matter. Sincerely, [redacted]Director of AdministrationMerchants Benefit Administration[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

MBA is a Joke.

My husband died in June of 2012 and I am still being charged for his dental. I have called a number of times and I am unable to get a straight answer. When I tell them that the charges need to be credited no one has the authority to do so because their finance department is apparently floating in the clouds. They claim 'Service Service Service' but have absolutely no compassion or understanding. After explaining that my husband passed away the representative asked why I wanted to cancel service. After I sent the death certificate they still wouldn't refund me the money that I paid.

Review: Will not answer phones or send insurance cards for 3+ months, yet they keep deducting money from my account.

Multiflex dental does not answer there phones or respond to emails. I have been trying daily to get my insurance cards or information and there is no way to get ahold of them. They have been deducting money from my account for almost a year and have not contacted me and will not respond to numerous request and calls for my information.Desired Settlement: I would like my money they have been taking out of my account for the last 3 months returned since I could and can not use my insurance without this information.

Business

Response:

I am writing inresponse to the above mentioned complaint, ID [redacted]. In Mr. [redacted] complaint, he statedthat he has attempted to reach MBA to obtain a copy of his insurance cards andhas been unsuccessful. MBA received avoicemail from Mr. [redacted] on 3/13/15 requesting assistance with obtaining hisID card and benefit information. MBA returned the call the morning of 3/17/15.MBA advised Mr. [redacted] that an ID card and benefit document would be emailedto him by the representative and also instructions on accessing his documentselectronically through his member portal. The email was sent immediately afterthe phone call and the portal instructions were issued from the website on3/19/15. A follow up phone call was placed to Mr. [redacted] after the portal instructionswere sent to see if he needed any additional assistance. He advised that hereceived everything he needed. Please feelfree to contact me directly should you require any further information on thismatter. Sincerely, [redacted]Director of AdministrationMerchants Benefit Administration[redacted]

I went on ehealthinsurance.com and bought their insurance because it said they cover 60% of fees outside the network. I paid the entire year up front. I went to the dentist and they covered about 15% of the fees. I called them up and they said there was fine print somewhere that states that they don't pay 60% of the fees even though the fine print is super small and the "we cover 60% of your fees" is really huge. This is false advertising and the government should really take these guys down for doing what they are doing.

A year ago I signed up for dental insurance through Merchants Benefit Administration (MBA). I paid a whole year's coverage in advance to get the immediate eligibility for cleaning and fillings. The experience I had with MBA was horrible to put it mildly. The benefits are horrible, and even though I selected in network providers I hardly got any of the charges covered. When I tried to call MBA to discuss my concerns, it was practically impossible to get through and talk to a real person. MBA is a scam, avoid it.

Review: I was not aware that this company had been deducting funds from my account since Jan 2013. I have never received any card or proof of insurance through hem, except that they have deducted monthly installments directly from my checking account without my knowledge.This constitutes fraud and theft, which now amounts to almost $500.

I would like a refund of every installment they have deducted from my account against my knowledge. I have never used their insurance or received any proof that I was on their plan. My bank verified that the installments have been deducted every month directly from my account since January 2013, until October 2014 for the amount of $20 or more each time.

I would like all my transactions refunded, and the company reported as fraudulent.Desired Settlement: Refund of all deductions from my account. I

Business

Response:

?To whom it may concern:

I am writing in response to the above mentioned complaint ID [redacted] for [redacted]. [redacted] stated in her complaint that she was not aware of the deductions being made by Merchants Benefit Administration (MBA) and that she never received any proof of insurance. She requested that all of her transactions be refunded.

MBA received a request for enrollment on December 9, 2012 for [redacted] through [redacted]. The following is a history of events that occurred after MBA received her enrollment request:

· 12/09/2012: e-mail notification to [redacted] from eHealth Insurance advising that your application was forwarded to us for processing.

· 12/17/2012: e-mail notification to [redacted] from eHealth Insurance advising that your application was approved and you would be receiving ID cards within 3 weeks

· 12/19/2012: MBA mailed a Benefits package and ID card to [redacted]

· 04/23/2014: e-mail notification to [redacted] from MBA. Reminder to log into your online dental portal

· 05/29/2014: e-mail notification to [redacted] from MBA. Reminder to log into your online dental portal

· 06/23/2014: e-mail notification to [redacted] from MBA. Reminder to log into your online dental portal

· 07/24/2014: e-mail notification to [redacted] from MBA. Reminder to log into your online dental portal

· 08/15/2014: e-mail notification to [redacted] from MBA. Notice about premium change effective 10/1/14

· 09/19/2014: e-mail notification to [redacted] from MBA. Nationwide HIPAA privacy notice

· 09/24/2014: e-mail notification to [redacted] from MBA. Notice about premium change effective 10/1

· 10/27/2014: MBA contacted [redacted] to review her account. [redacted] admitted to having enrolled on [redacted], but stated that she contacted them to disenroll shortly after enrolling. Later in the conversation [redacted] stated that she did not actually sign up for the insurance and never used eHealth Insurance or received any correspondence from them. MBA ended to conversation advising that further research was required.

· 10/29/2014: MBA notified [redacted] via the email address provided on the Revdex.com complaint of the findings and that no refund is applicable. MBA advised that [redacted]’s account would be cancelled 10/31/14 and no further premium deductions would be made.

Please feel free to contact me directly should you require any further information on this matter.

Sincerely,

Director of Administration

Merchants Benefit Administration[redacted]

[redacted] Direct Line

Review: They advertised that the insurance covered 60% of out of network fees. When the dentist bills came in, they covered about 15 to 16% of the bill. They called me up to tell me that a bunch of information was sent to me after I had purchase their 1 year plan detailing in fine print what I had already bought.

They shouldn't be allowed to sell a product then after you buy it, send a bunch of information that says you bought something completely different. This is false advertising! I bought it on the 3rd party site e-health insurance.Desired Settlement: Give back all the money for all the money they collected they charged to everyone and go out of business.

Business

Response:

To whom it may concern:A copy of MBA's response is attached, as well as additional documentation to accommodate it. Sincerely,Laura G[redacted]Director of AdministrationMerchants Benefit Administration[redacted]

Review: Quick to take your payment but nowhere to be found when it's time to provide servie.

1. I paid for the service and received an email stating that they would send my documents within 3 days. 2 weeks passed and I had to reschedule my appoint twice. I finally got them to send my member card via email.

2. I paid out of pocket for my service and then spent the next few weeks trying to get a hold of their claims department with no success. Finally, I find my way to their "Member Portal" to see if my dental office managed to get through. The portal is a Wordpress site. There's no way to track anything.

3. Trying to get pre-approval/info for a treatment has also gone badly. Both the dental office and I have called and no response. I finally got a hold of a member rep today (to cancel) and told him what was going on. He was very helpful though and tried to transfer me to the claims department...who didn't respond.

Not really sure what I'm paying them for.Desired Settlement: I'd like the premium paid in the last two months refunded.

$80 Total.

Business

Response:

March 16, 2015Revdex.com[redacted]

RE: ComplaintID# [redacted], Complainant [redacted]To whom it may concern:I am writing in response to the above mentioned complaint, ID [redacted] for [redacted]. In [redacted] complaint, she stated that she enrolled in the Multiflex Dental plan online and never received her ID cards or Fulfillment documents. She stated that she tried to call multiple times and was never able to get a hold of anyone via phone or email. She also stated that her provider called to get benefit information and the provider was equally unsuccessful. [redacted] submitted her enrollment request on 01/02/2015. [redacted] was sent a “Welcome” Email from MBA on 01/07/2015 to the email address that was provided when she enroll for the plan. The “Welcome”email contained information on how to login to her member portal to retrieve her ID card and benefit information. · [redacted] contacted MBA on 01/14/2015 and spoke with a memberservices representative regarding gaining access to her ID card and benefitinformation. The representative advised her the information is available onlinevia her member portal and sent her an email notification with a copy of her IDcard and benefits document. · [redacted] was sent an additional email from MBA regardinggaining access to her member portal on 2/8/15, as our records indicated thatshe had not logged into her portal yet.· [redacted] reached out to MBA on 2/17/15 to request to cancelher plan due to lack of service and being able to reach a live representative.MBA provided her with the cancellation request form in order to cancel herplan. · [redacted] reached out to MBA on 2/20/15 and left a voicemailrequesting to obtain access to her member portal. MBA emailed her instructionson accessing her member portal again. [redacted] successfully logged into herportal on 2/20/15. · MBA received [redacted] request to cancel her plan in writing.· MBA’s Dental Claims Manager reached out to [redacted] on March 13,2015 to review the details of her concerns and offer a mutually agreeablesolution for the inconvenience she experienced in trying to reach us. MBAoffered to refund [redacted] February 2015 premium. [redacted] found thisto be acceptable solution for the inconvenience. Please feelfree to contact me directly should you require any further information on thismatter. Sincerely, [redacted]Director of AdministrationMerchants Benefit Administration[redacted]

[redacted] Direct Line

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

While I have indeed spoken with a representative and have reached an agreement, it is important to note that the following DID NOT happen:

Review: I applied ofr dental insurance through the website [redacted] at which time I paid the first months premium. I never received any confirmation of insurance by email, mail, or any other form. I had assumed they had declined my application and I would be returned my first months premium, a few months later I received a call from the company requesting premiums for the past few months. I told them I did not think I had insurance coverage through them, as I had never received any bills or proof of insurance cards. I was given an email address to send my complaint to. I explained what had happened and requested that my policy be voided out and my first months premium be returned to me. They told me that they would cancel my policy and I would not owe any of the other months premiums but a refund would not be possible.

Below is a copy of the emails that were sent from me to the company.

--------------------------------------------------------------------------------...⇄ />
There has been no contact from your company to even acknowledge the receipt of my initial premium, it did not end up in my spam folder either, I check it regularly before I empty it in order to avoid this sort of issue. The fact that you are not charging for my so called "missed" premiums, but will not refund my initial payment suggests you are believe it is possible that your system did not send me any notifications, insurance ID, bills or otherwise. In the event that you still choose not to refund my payment I will be reporting you to the Revdex.com, so as it will be recorded as to how your company sees fit to do business.

[redacted].[redacted] Actions

New Business ([redacted])Add to contacts 1/16/14

To: [redacted]

Picture of New Business

Dear [redacted],

Thank you for contacting MBA in regards to your [redacted] plan. Since we have “gone green” as a company, we no longer mail out information, but rather send it electronically. You should have received an email back in August/September for your September 1, 2013 effective date with our company. This email would have contained access to your ID card/dental benefits.

We do our cancellations from the month we receive written documentation to do so or from the last payment received. The last and only payment received was for the month of September 2013, therefore you will be termed for September 30, 2013. No refund is applicable.

Thank you.

If you have any questions you may contact our Member Services dept. at [redacted].

[redacted]| New Business Coordinator

Merchants Benefit Administration [redacted] Ph [redacted] | Fax [redacted] |[redacted]

Setting the Course for Retiree Medical Security

This electronic message transmission, including any attachments, contains information from Merchants Benefit Administration Inc. which may be confidential and/or privileged. This information is intended for the use of the individual or entity named above. If you are not the intended recipient, please be aware that any copying, distribution, disclosure or use of the contents of this information is prohibited. If you have received this electronic transmission in error, please notify the sender immediately by a "reply to sender only" message and destroy all electronic and hard copies of the communication, including all attachments. Thank you.

Actions

[redacted] 1/14/14

To: [redacted]

Picture of [redacted]

To Whom It May Concern,

I just received a phone call requesting payment of my past due dental insurance premiums. I was very surprised at this phone call, as aside from my initial payment while applying online at [redacted], I have not received and contact from your company to acknowledge my coverage, no insurance cards, no bills. While going over my bills the other day I noticed the initial payment had gone through on my credit card and had intended to call you to discuss a refund, which I would still like to have.

Please let me know how we can resolve this issue, I have already gone with another insurance carrier as I had assumed your company had rejected my application since there was no contact.

The account number given to me over the phone today was [redacted].

I would like to have this policy voided out and the initial payment refunded to my credit card.

Regards,

[redacted].[redacted]

--------------------------------------------------------------------------------...⇄ />
I am very upset that the company is able to do this to me, I find it quite silly that they are not asking for the 2 months of premiums, but will not refund my initial $32 dollar payment, for services I never received.Desired Settlement: Return of the initial premium paid and this to be a listed complaint under them on Revdex.com publications

Business

Response:

February 19, 2014VIA Revdex.com WebsiteBetterBusiness Bureau[redacted]

[redacted]RE: ComplaintID# [redacted], Complainant [redacted] #[redacted]Dear [redacted]; I am writing in response to theabove mentioned complaint ID. Mr. [redacted] states that he enrolled through[redacted] and was never notified that his request for enrollment wasapproved. On August 30, 2013 MBA sent Mr. [redacted] an email notification of coverageapproval, which included instructions on registering for his online account toretrieve his certificate of coverage and schedule of benefits. An additional email notification was sent by[redacted] stating that his coverage was approved by MBA on September3, 2013. The certificate of coverage and schedule of benefit documents areaccessible through our member portal and are not mailed out. Informationregarding this delivery method is stated on [redacted] prior torequesting enrollment as well as notated in their approval email. [redacted]sent another email on October 2, 2013 to follow up with Mr. [redacted] and see if hehad printed his ID cards from the member portal. Base on the multiple emailnotifications, sufficient notification of approval to Mr. [redacted] was sent by MBAand [redacted].Mr. [redacted] also states that hismonthly premiums were not drafted and invoices were not received after hisinitial request for enrollment. Upon further research, it was identified that Mr.[redacted]’s account was not set up correctly for automatic draft as requested at thetime of enrollment. As resolution, MBA will refund Mr. [redacted] the initialenrollment premium that was charged, in the amount of $36.29. Mr. [redacted] has agreed that this is an acceptable resolution,as he has secured dental insurance through another carrier. Please feel free to contact medirectly should you require any further information on this matter. Sincerely, [redacted]Manager ofAdministrative ServicesMerchantsBenefit Administration[redacted]

[redacted]Direct Line

Review: Dental insurance claim not reimbursed for 1/14/14. I also made claims for 7/9/14 and 8/20/14. Claims were sent repeatedly and not responded to. Finally in October of 2014 I received reimbursement for 7/9 and 8/20 but to date have never received reimbursement for 1/14. Company claims that dental claims were not received. Then they claimed NPI number not included on the claims. If this is true why were some claims reimbursed? There are no service representatives, just a recording saying someone will call you back in 24 hours! Then some woman calls and tells you to have your dentist call her. Premiums were removed from my account promptly. Why weren't claims attended to in the same manner. Needless to say, I cancelled my policy with these people and do not recommend them to anyone.Desired Settlement: Benefits for claim for dental work received on 1/14/14 ($200) reimbursed.

Business

Response:

February 12, 2015Revdex.com[redacted]

[redacted]RE: ComplaintID# [redacted]To whom it may concern:I am writing in response to the above mentioned complaint, ID [redacted] for [redacted]. In [redacted]’ complaint she stated that she has never received reimbursement for her dental visit on January 14, 2014. She also stated that we advised her that we had never received it and that the claims did not appear to have an NPI number for the rendering dentist included. After reviewing [redacted] claim submission history, MBA has identified that the claims being submitted by the provider did not have an appropriate member ID number listed. The provider was requested to resubmit the claim with the correct ID number twice by MBA. The ID number was not updated, therefore, the claim was automaticallyrejected and sent back to the provider both times.MBA has verified the member information based on matching the member name, address, and date of birth. The claim was processed on 2/10/15 and a claim payment will be mailed directly to [redacted] on 2/17/15. MBA apologizes for any inconvenience this has caused [redacted]. Please feel free to contact me directly should you require any further information on this matter. Sincerely, [redacted]Dental Claims Department ManagerMerchants Benefit Administration[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Horrific customer service experience....including but not limited to, over billing, nonresponsive customer service reps.....overcharges with no written explanation and an inability to get a full accurate refund.