UnitedHealth Group

I am rejecting this response because:
I am complaining about the terrible customer service I have received from UHC. NOTHING about my complaint is covered by HIPAA. This response is completely false. I was contacted by someone from UHC on Friday around noon even though I told them not to contact me before 7pm. I explained my complaint to the lady who called, however she just seemed confused, said she would look into things and then hung up. I have not yet received any valid customer service from UHC at ALL. This issue IS NOT RESOLVED.

Initial Business Response /* (1000, 13, 2015/07/13) */
Dear Ms. [redacted]:
I am responding to your recent correspondence dated July 2, 2015 regarding [redacted].
Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), I am unable to respond directly to you...

regarding these concerns. Since your letter provided a description of the complaint, we will respond directly to [redacted] within 10 days.
Should you have any questions or comments, please feel free to call me. I can be reached during normal business hours at [redacted] extension [redacted].
Sincerely,
Tiffany [redacted]
Consumer Affairs Advocate
Initial Consumer Rebuttal /* (3000, 15, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This has not been resolved, I was told on July 14th That I would receive a check in the amount of 2932.18 UPS NDA to be delivered on July 17th. It did not come. The Lady I spoke with Changed my address to my business address where I get UPS. I called customer service and they have no record of this. I have tried to contact My consumer affairs Advocate with no response. This is not right, you do not tell somebody that they are getting their money, especially 2932.18 UPS NDA and not do it. I have spent many hours over the last 10 months on the phone with United Health care while I am at work, add in the Interest for the amount of this money. I have my doubts they are even issuing the checks at this point....
Final Business Response /* (4000, 24, 2015/08/07) */
I am responding to your recent correspondence dated July 28, 2015, regarding [redacted].
We have confirmed this issue has been resolved to the complainant's satisfaction on July 28, 2015.
Should you have any questions or comments, please feel free to call me. I can be reached during normal business hours at [redacted] extension [redacted].
Sincerely,
Tiffany [redacted]
Consumer Affairs Advocate

November 1, 2016     To Whom It May Concern:   We are responding to your recent correspondence dated November 1, 2016, regarding [redacted].   Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), we are unable to respond...

directly to you regarding these concerns. Since your letter provided a copy of the enrollee’s correspondence and/or a description of the issue, we will be responding directly to the enrollee.    Should you have any questions or comments, please feel free to email us at [email protected].   Sincerely,   Katie [redacted] Consumer Advocate

Initial Business Response /* (1000, 8, 2015/09/09) */
September 9, 2015
Taylor Keate
Mediation Coordinator
RE: [redacted]
Dear [redacted]
I am responding to your recent correspondence dated August 25, 2015, regarding [redacted].
Due to the protections of...

the Health Insurance Portability and Accountability Act (HIPAA), I am unable to respond directly to you regarding these concerns. Since your letter provided a copy of the enrollee's correspondence and/or a description of the issue, we will be responding directly to the enrollee.
Should you have any questions or comments, please feel free to call me. I can be reached during normal business hours at XXX-XXX-XXXX ext. XXXXXXX.
Sincerely,
[redacted] H.
Consumer Affairs Advocate
Initial Consumer Rebuttal /* (2000, 10, 2015/09/18) */

Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), I am unable to respond directly to you regarding these concerns. Since your letter provided a copy of the enrollee’s correspondence and/or a description of the issue, we will be responding directly to the...

enrollee. Should you have any questions or comments, please feel free to call me. I can be reached during normal business hours at ###-###-####. Sincerely, Kylie Consumer Affairs Advocate

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I have received 2 of my 3 credits from them.Unhappy that I still have to use them for my prescriptions but cannot do anything about that.  It really is such a shame that they can use the HIPAA laws when it comes to monetary issues.  What a joke the system has become.   Thank you so much for your help in this matter and the expedience in which you handled this.[redacted]

Initial Business Response /* (1000, 19, 2015/10/30) */
October 26, 2015
Revdex.com of Minnesota and North Dakota
Attention: [redacted]
[redacted]
[redacted] XXXXX-XXXX
[redacted] (XXX) XXX-XXXX
Re: Revdex.com Complaint Case # [redacted]
Member: [redacted]
Plan Case...

Number: XXXXXXX
Dear Whom it may concern,
We are in receipt of your inquiry dated, October 19, 2015, regarding your request for assistance from [redacted] has been identified as a member of our Medicare Advantage Prescription Drug Plan (MADP). This plan is regulated by the Centers for Medicare & Medicaid Services (CMS). Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), we are unable to respond directly to you regarding Ms. [redacted]'s concerns.
Since your letter included a copy of the enrollee's correspondence and/or a description of the complaint, we will be responding directly to the enrollee regarding their concerns.
United Healthcare has established an appeal and grievance resolution process in accordance with CMS regulations. It is our position, and that of CMS, this process provides Medicare members with adequate recourse regarding any issues they may experience with their coverage, or any other services they received in connection with benefits provided by us. We want to assure you this matter will be investigated and resolved within the CMS timeframes. We have forwarded this complaint to our Appeal & Grievances Department so they can provide a written response to the complainant. If you wish to find out additional information regarding how this complaint is resolved, you will need to contact Ms. Warren directly. Please note that grievances take up to 30 calendar days and appeals can take up to 60 calendar days.
Sincerely,
Travis [redacted]
Regulatory Complaints Department
UnitedHealthcare Medicare & Retirement

UnitedHealthcare has completed our review and communicated our response to our member.  If the member chooses to share their personal health information with the Revdex.com, federal regulations require that we obtain the member’s written permission.  Therefore, the attached authorization form must be completed and returned to UnitedHealthcare.  [redacted]

To Whom It May Concern:   We are responding to your recent correspondence dated May 23, 2017, regarding [redacted].   Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), we are unable to respond directly to you regarding these concerns....

Since your letter provided a copy of the enrollee’s correspondence and/or a description of the issue, we will be responding directly to the enrollee.    Should you have any questions or comments, please feel free to email us at [email protected].   Sincerely,  Mike D.   Mike D. Consumer Advocate

April R. with UBS called member on 4-06-16 and set up his EFT to start on 5-01-16 - issue is closed

Initial Business Response /* (1000, 7, 2016/01/04) */
We received the complaint for [redacted] with File Number XXXXXXXX. Because UnitedHealthcare's Corporate office is in Minnesota, we have been instructed by the Revdex.com MN ND Office to request that this case gets transferred to the Revdex.com OF MN/ND. If...

you have any questions, feel free to contact Taylor Keate at XXX-XXX-XXXX or via email at [redacted]@thefirstRevdex.com.org. Please confirm that this is being transferred
Thank you.
Initial Consumer Rebuttal /* (2000, 18, 2016/01/21) */
The customer indicated that he/she accepted the business response.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will wait for the call from UHC to resolve this issue.

Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), I am unable to respond directly to you regarding these concerns. Since your letter provided a copy of the enrollee’s correspondence and/or a description of the issue, I spoke with the enrollee on April 19, 2017, and issued a written response dated April 20, 2017.    Should you have any questions or comments, please feel free to call me. I can be reached during normal business hours at ###-###-####     Sincerely, Hannah C. Consumer Affairs Advocate

Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), I am unable to respond directly to you regarding these concerns. Since your letter provided a copy of the enrollee’s correspondence and/or a description of the issue, I have responded directly to the...

enrollee, August 4, 2016.     Should you have any questions or comments, please feel free to call me. I can be reached during normal business hours at ###-###-####.   Sincerely,   Tanya F. Consumer Affairs Advocate

I am rejecting this response because:  There has been no resolution, in that I have received no drugs or written explanation as to what benefits or drugs I will receive.  I was charged a copay for the drug today 4/15, but I or my physician have received nothing.  It is absurd for this respondent to assume a resolution, since other than the day of the initiation of this complaint, she has had no verbal or email contact with me.  For United and their representative to assume a resolution without the consent of the complainant, seems to me to be in line with this whole process of showing no concern for the satisfaction of their customers.  To be clear, until my physician receives the drug and I receive an updated service letter confirming the 12 units of Nucala that I have been promised verbally, I will not consider the case resolved.

This message is to confirm receipt of [redacted] concerns. Thank you for bringing this matter to our attention. Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), we are unable to respond directly to the Revdex.com regarding these concerns. However, we will...

research and respond directly to Mr. [redacted] with the results of our investigation. Should you have any questions or comments, please feel free to email us at [email protected].

I am rejecting this response because:
Although they say that will contact me, there has been NO attempt to do so.

May 17, 2016 Revdex.com Attn: [redacted] 220 South River Ridge Circle Burnsville, MN 55337 RE:   [redacted]: Dear Ms. [redacted]: I am responding to your recent correspondence dated May 16, 2016, regarding [redacted]. Due to the protections of the Health Insurance...

Portability and Accountability Act (HIPAA), I am unable to respond directly to you regarding these concerns.  Since your letter provided a copy of the enrollee’s correspondence and/or a description of the complaint, we will respond directly to this member regarding this issue. Should you have any questions or comments, please feel free to call me.  I can be reached during normal business hours at ###-###-####. Sincerely, Jeff [redacted] Consumer Affairs Advocate

I am rejecting this response because:
I was told by the UHC rep that I needed an AOR form which I got from the Medicare website and awaiting my mom's signature to fax back toUHC..should be received no later 9/25

The Consumer Affairs Department is in the process of reviewing this complaint and will reach out to the member with information and a resolution.