Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/14/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I'm on the do-not call registry, yet I'm receiving several robocalls from spoofed phone numbers per week that are then connected to Humana's medicare division. I've requested on multiple occasions to be removed from their call list but the calls persist.
Business response
11/23/2022
Good Afternoon,
Please review the attachment regarding a response t File Number *********
Customer response
01/09/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I opened a similar complaint against Humana (********* ** ********** and tried calling both the Human rep ******* **** ** * ************ **** ******** - a non-working number) and BBB (went straight to voicemail). Humana is using a Robocall service ("I'm ****** on a recorded line... would you like info about Medicare insurance..."). If you agree, you're connected with Human Marketpoint Insurance. Today, the robocall connected to ****** ******** **********1 who confirmed she was with Humana. Previously Humana denied they were doing this (see attachment) and also said they had taken my number off their list. Both are clearly lies. Lies that are made more frustrating by their cover-up and giving a non-working phone number to discuss this. Humana is already bottom-feeding scammers by virtue of being in the business of monetizing health. Adding an additional scam to it is infuriating.
Regards,
****** ********Initial Complaint
08/31/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
My name is ***** ** ******* **** ******** ***** ************ ** ****** I have Humana Medicare. On July 6, 2022 a charge for $37.50 for my dental plan was deducted from checking account which was ok, but the following date which July 7, 2022 another deduction was made by mistake of $ 37.50. I have tried calling Humana several times the latest dates were 8/15/22,8/24/22 and 8/30/22. Those times that I have called i am put on hold for 20-30 minutes and then I get passed on from dept to dept and put on hold again. Today was the 5th time i called and told them I needed to speak with someone about the refund. I have spoken to ****** ***** *** ****** but they all say the same thing we will look into it. ****** told me last week that I would get my refund but I haven't received anything yet. That money was taken out by mistake and doesn't belong to them. It was only supposed to be $37.50 monthly once not twice. I would appreciate it if you could look into it. thank you, ***** ** ******Business response
09/12/2022
Upon receipt of this inquiry, a thorough review of the issue was completed. It was determined that on June 28, 2022, you changed your payment method from coupon Book to ********* ******** ***** ****). Humana processed the recurring payment of $37.50 on July 4, 2022, for the July OSB premium. On July 5, 2022, Humana received a payment through the website of $37.50.
On September 5, 2022, Humana processed a refund in the amount of $37.50 to you. You can expect to receive the refund in 7-14 business days.
Please note that your ACH has been turned off.
Customer response
09/12/2022
If I don’t get the payment you will hear from me because today is the 12th of Sept and there is no refund showing yet. Thank you[* ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ********* ** *** ***** *** *** ****** ** ****** ******* ****
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***** ******
Initial Complaint
08/30/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I believe Humana dental HMO plan is double charging me. The plan cost $15.00 a month, I made payment in the form of a money order on their bill for $16.00 on 08/01/2022. I received a bill from Humana today 08/29/2022 stating that I owe $32.00 for the month(s) of September-October 2022. I believe they're not crediting my payment and committing fraud under 15 U.S.C. Sec. 1692e as well as 31 U.S.C. Sec. 3123.Customer response
09/16/2022
[[BBB TRANSCRIPTION VIA REJECTION FROM THE CONSUMER]]
Please see attached signed HIPAA.
Business response
10/05/2022
See attachment for response.Customer response
10/06/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
Regards,
****** ********Under HJR-192 and the bankruptcy of the United States, all public debts are prepaid: Under UCC 3-603 payment was made in the form of a money order on their billing statement, for Humana to state otherwise is fraud and against the law of commerce, the billing statement was not in a negative money value which is proof payment was prepaid and they're asking another form of payment from me similar to double dipping, I have a common law right to issue my own credit, I'm a private citizen and not a corporate entity: Herein are the violations of Humana claims they didn't receive payment: 15 U.S.C. Sec. 1692e: UCC 3-104: 31 U.S.C. Sec. 3123: 31 U.S.C. Sec. 5118: UCC 3-603: 15 U.S.C. Sec. 78m.Business response
10/14/2022
See 10.13.2022 attachment for response.Customer response
10/14/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
Regards,
****** ********I'm the issuer of the money order, the credit is derived from the person ****** ** ********, under UCC 1-308 I reserve all my rights, I need full disclosure of all accounting, it's fraud to say Humana hasn't received payment when I have a copy of the money order on their bill, read UCC 3-603, you cannot say you haven't received payment, that would constitute fraud. Attached is a copy of the money order paid to Humana which is legal under the negotiable instruments law UCC 3-104.Business response
10/19/2022
Please see attached response.Customer response
10/22/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
In receipt of Humana's notice, I reserve all my rights under UCC 1-308, obviously your CPA's aren't competent in the laws that govern contracts, if they were this matter would have been resolved with a simple credit to my account. You haven't addressed not one of my recent request or answers to the laws that I sent you, you are in breach of contract if my account isn't credited with the money orders on your billing statement, you haven't quoted any law stating that it's illegal to create my own money order since the credit is coming from me anyways, it's no different from using a credit card, the credit is coming from the individual not the credit card company, if my account isn't credited or if my dental plan is terminated because you won't accept my payments, I will file a lawsuit for breach of contract and fraud.
Regards,
****** ********Initial Complaint
05/24/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On or about April 15 2022 Humana did CHANGE MY SELECTED DOCTOR (that I have had for 5 or more years) WITHOUT NOTICE! I am in the middle of a Health Crisis with my Heart and this screwed up the ongoing diagnosis process. I called them 10 times asking them why they did this and they said initially that when my Doctors office moved in January 2022 they gave them notice to change their address but they DID NOT CORRECTLY DO THAT CAUSING A CREDEDENTIALLY ISSUE. Causing all patients not only of my doctor but their entire offices to LOSE THEIR PATIENTS! They additionally told me repeatedly that they would reissue MY CARD with my doctors name on it so I could get the care I need, but LIED TO ME. Later I found out they had evidently keyed in incorrectly (MPI # s/b ********** Doctor ****** ****** DO) this was her number before the move and is still her number. They REFUSED to let me speak to their department where this was INCORRECTLY IMPUT or any MANAGER LEVEL in the Esculation team. Meanwhile they have collected MONEY from my Social Security for my medical care which I MUST GET FROM A DOCTOR WHO HAS TREATED ME FOR YEARS!Business response
06/20/2022
Dear Ms. ****,
I am writing in response to the initial inquiry filed with the Better Business Bureau regarding a primary care physician update.
You are a policyholder of a Humana Gold Plus HMO plan. The coverage is effective from January 1, 2022 to the present.
On April 26, 2022, you contacted Humana to inquire about your primary care physician being changed from Dr. ****** ****** to Dr. ******* *******. The Humana representative determined that Dr. ******'s address was changed. Due to the address change, Humana cancelled Dr. ****** as your primary care physician in error, instead of updating the provider's address in our systems.
On May 23, 2022, you contacted Humana for a status check on your primary care physician being updated. The Humana representative advised that the update could not be completed due to the provider's National Provider Identifier (NPI) being incorrect.
On May 24, 2022, you contacted Humana for a status check on your primary care physician being updated. The Humana representative advised that the primary care physician update had not been completed and that further research was being conducted for resolution. Additionally, the Humana representative advised that it may take 10-14 business days to research.
On May 26, 2022, you contacted Humana to advise that your primary care physician is having issues with their NPI. The Humana representative conducted research and determined that you were set to be assigned to Dr. ******, with an effective date of June 1, 2022. Please note: The inquiry was forwarded to Humana's Service Fund Team for research and resolution.
ion
On May 31, 2022, you contacted Humana to advise that you received a new ID card with the wrong primary care physician listed on the card. You stated that the primary care physician listed was Dr. ******* *******. The Humana representative advised that a new ID card will be issued to you reflecting the correct primary care physician, which is Dr. ****** ******. Additionally, the Humana representative advised to allow five to seven business days to receive the new ID card.
Upon receipt of this inquiry, a thorough review of the issue was completed. This inquiry was forwarded to Humana's Service Fund Team for review.
According to the review, Humana's Service Fund Team advised that your primary care physician was updated due to Dr. ******** address change and NPI. As requested, on May 31, 2022, the research that was conducted by Humana's Service Team was completed and your primary care physician was updated to reflect Dr. ****** effective June 1, 2022.
On June 3, 2022, a new member ID card was issued to you, which lists Dr. ****** as your primary care physician. Attachment A is a copy of the member ID card.
Please feel free to call me if you have any questions or concerns regarding this matter. I can be reached at ***************************.
Call If You Need Us If you have questions, please call our Customer Care team at **************. If you use a TTY, call ***. You can call Monday through Friday, from 8 a.m. to 8 p.m.
Thank you for the opportunity to review your inquiry. We hope we have addressed your concerns.
Sincerely,
****** ******
Customer response
06/22/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[This complaint was for a Medicare Insurance Companies failure to correctly and ETHICALLY in a timely fashion make simple business changes like address changes in a professional manner with TIME IS OF THE ESSESNCE procedures. There response simply noted their mistakes. IT SHOULD HAVE NEVER HAPPENED if their Contracting team had been better trained. I should not have repeatedly been told it would be another 10 - 15 days to resolve, proving my point that it was a huge mistake that cost me from April to June to resolve at great stress and danger to my health. They have said nothing that absolves them of endangering my health during a medical crisis (Low Pulse pending Heart condition diagnosis). They did not even put in place new safe guards for the future or admit that their staff needed better training!]
Regards,
***** **** ****
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
256 total complaints in the last 3 years.
112 complaints closed in the last 12 months.