MDLIVE

Being billed for services that do not appear to be billed to insurance. No proof of balance able to be obtained. In Spring 2020 I received notice there was a past due balance for a visit for my daughter on 4/1. I immediately called their billing office to inquire, as we paid our copay at the time of the visit. It was confirmed at that time that the payment was on the account, and someone would look into the discrepancy and get back to me, however no turn around time could be given. I was told I would receive an email. No reference numbers are given. Fast forward to June/July , I again receive notice of this past due balance. I call again, speak to Kaya who tells me this is the balance after insurance. I asked for an explanation/break down, as per the insurance website they don't show a claim on file for my daughter. All she can tell me is that the insurance says I owe it. No documentation can be sent to me for verification, she doesn't know why they said I owe it, they just did. I happened to see on my daughters account they had me listed as the subscriber for the insurance which is incorrect. When I told Kaya this, along with the fact no claim was on my insurance website, she said she would send this for someone to look at, and someone would get back to me. Again, no turnaround time, no reference numbers, just told your will get an email'. Here we are 8/21 - I get another notification of a past due balance. I called again...spoke with Ashley - who got on a chat and was told the ticket was still open with no resolution. She is sending to a supervisor, and I SHOULD get a call within 24 hours - not holding my breath. She confirmed no way to send me any documentation on what they received from the insurance and why there is a balance due. Also, states even though there is an open ticket, past due notifications continue to go out, and there is no way to stop them. Billing customers for balances that are unresolved, and not being able to produce proof of balances/information received from the insurance are terrible practices.

MD live denied access to my psychiatrist and now is denying coverage for my therapist. I have no co-pay and am fully covered. I was seeing Husnain Ashraf, MD for major depression, anxiety and abuse of alcohol. I started with him on 5/4 and met with him 5 times until 10/01. He tried to create a follow up for January and I was denied by MDLive that I did not have access to him. I called and complained and they advised it was with my insurance company. I called BC/BS of Texas for Texas A&M and they advised I was fully covered for all telehealth benefits. I tried numerous times to reschedule and have not bee allowed through MDLive. I began seeing a therapist Arthur Belmont. When attempted to reschedule with him he was no longer on the platform and I was never informed. I began seeing another therapist *** Buford on 10/05. We have met 4x. Today I tried to schedule with her and was denied advising they could not verify my insurance benefits. I called BC/BS of TX and they said again, you have full coverage with no co-pay for all telemedicine visits. I called MD Live and they said I had documentation for $44 co-pay with no notes on why. They would create a "ticket" to check into it. I asked when it would be resolved and they would not give me an answer. I asked if it would be resolved in 24 hours and they advised they could not say. In the mean time, I am am unable to see my therapist or psychiatrist. This is poor business practice and truly could be harmful for others who have my diagnoses. It is very difficult to find where I can see these providers on a telemedicine platform. They have interrupted my patient/provider relationship which should be unacceptable. I am very concerned I am going to be able to see my psychiatrist. You cannot just stop taking psychotropic medications. I believe if they want to be a platform to deliver essential health and particularly mental health services, they should function well and certainly not deny access of patients to their providers. A physician cannot even terminate services without a 30 day notice.

MDLive was overpaid for services and is refusing to provide refund. On December 22, I contacted MDLive to try and resolve issues related to overpayments. Over the course of 2020, MDLive and my insurance provider Cigna had some sort of issue regarding payments for services provided. In order to continue using the MDLive service while the billing was being sorted out, I paid MDLive in excess of $200 to prevent collections from occurring on my account. By the time I called in December, Cigna had straightened out their end and provided proper payment to MDLive. I was owed a refund of the fees I paid. After multiple attempts to reach an agent (their phone system kept dropping calls), I finally had a ticket created and escalated. After not hearing from them for several days - even giving them leeway for the holiday - I contacted MDLive again. I was told first that nothing existed, then told that it did exist and was escalted but no one could provide an estimated time to complete, then finally told that a simple account reconciliation would take 45 days. Today, February 1, I called back to check on it. Initially, there was no record of the escalation. When a supervisor was requested, I was put on hold and disconnected. After battling my way through another agent (that did see the escalation), a supervisor that spewed the same 45 day time frame, and a second supervisor that told me she could see I was owed a refund, I was told that the money would be refunded by check. Later today, I received a call asking me to call back to speak to a patient relations manager. When I called the number I was given, the call center insisted that the manager did not exist, said that the refund would take at least 30 days, refused to transfer me to a supervisor, and hung up on me. At this point, the company appears to be drawing this out in hopes that I will forget about the money that they owe me and stop requesting its return. At a minimum, I want my money back. I definitely feel that I should be given interest on the overpayment as it was withheld from me for such a *** period of time and has required much effort on my part to get them to acknowledge.

This company has little to no protocol directive when a problem arises. I decided to give this company a try when there was no available appointments to be seen by a doctor. I filled out the medical background for the reservation, and after a few failed calls, i was in touch with a doctor. Upon completion of that phonecall, i headed to the pharmacy to pick up my medicine. I wait 1/2hr, and i am called to the desk where i am told that the doctor has prescribed a medication that is not covered by my insurance. They informed me that they have called and faxed them, but have not received a response. They ask me to call them and see if I can straighten it out. I find the text message telling me the script was sent and call them. I am told that they have reached out to the nurse who will reach out to the doctor for the script change. He told me he would expedite it in the system, as i was sitting waiting in a pharmacy parking lot 40 minute drive from home. I wait 45 minutes, and call MDlive again. I am given the same story as last time. She apologizes, expedites it once again, and then I wait some more. An hour later, i repeat the process again, and am again told that they cant call the doctor directly, they have to place the request in the system and wait. Im getting furious at this point. And did i mention that i had laryngitis, so each phone call, verification, and explanation was excruciating. I ask to speak to a supervisor. One calls me an hour and a half later, listens to me try to speak my problem with no voice, and then tells me the same thing the others did. I stated that this was wrong, that there should be a protocol when something like this happens. She then accused me of abusing her. I guess she believed i was yelling with my nonexistant voice due to the laryngitis. She tried to hurry me off the phone. I said dont hang up on me. I would like a refund for my appointment, and I'd like to know how to get protocols in place so no one else would be left sitting in a parking lot for hours the way i was. She says that she will pass *** suggestion along, again informs me that the pharmacy would inform me when the script was ready and that there was nothing else she could do about it. I said that i cannot believe that she has no access whatsoever to the doctors that supposedly work for them. She again said no. I asked if they were a booking agency, and she got offended and said that they were part of a medical team handling virtual telehealth, not a "booking" agency. I again asked about my refund. She said, I hope you feel better. Have a nice afternoon and hung up. I then drove 40 mins home. 20 mins after being in the door, i receive a text stating that my script was called in to the pharmacy, and they would be in touch when it was ready.

MD live over charged me for services in March and It's end of July and I still have not received a refund. 1st visit mid Feb 2020 Provider requests follow up appt. never shows in my account. Call cust service to get scheduled. She spoke 40 min about how I need to create an account. Me-I have an account I already met with provider it was created through mycigna and is only way I had access. She said they don't know what that is and I need to create account on MDlive to do follow up. I finally just did it, she manually schedules next appt. Me-costs of visits?. Her-1st visit will be $250. ME-cost of follow up? Her-my card will have $250 hold for second visit when visit is over will be billed $250 or correct amount(couldn't give me cost). Visit(mid March ) I tell provider I'm transferring care to PCP asap(covid had messed this up, why I chose MD live) Me-at $250 a visit I can't afford to see you monthly! She prescribed me 2 months of meds & said follow up visit is $95. Still unable to verify with cust service and no claims were submitted to insurance. Credit card receives two separate charges for $250. I wait 10 days to give them time to correct/submit claims to insurance. I call, Me-no claims were submitted for visits, they aren't counting towards deductible, insurance information on my account from day 1. Her-they don't know why claims weren't submitted, apologized, assured me will be corrected ME-follow up is supposed to be $95 and I've been charged $250 HER-when claims process the diff owed will be refunded within 45 days. April 13 MD live submits claims to insurance Per claims first visit $250; second visit $95=MD live owes me $155. I call in May, around 45 day mark from last call. Cust service says, no info about refund being due to me. She assures me she's requesting refund, can see claims were processed, I was overcharged $155, up to 45 days she says for refund July XX XXXX, I call cust service SHE-sees refund is due, states not sure why not received yet, says it's been 45 days. SHE- I'm escalating it I get voice mail from man stating ongoing problem with BILLING is escalated to billing supervisor/accournt manager to verify if I'm due refund/what amount should be. HIM-they will make sure system is updated so I don't have problem again. HIM- if I have questions call customer service. I wait a week to see if refund would appear. I call cust service, Freda answers. ME-I've had an ongoing issue with a refund, I had a voicemail from a supervisor that it was escalated a week ago. She reads verbatim the 45 day statement after reviewing notes on account. Puts me on hold, counts days, FREDA-I have counted 45 business days on the calendar 45 days is not until July 23(4 more days). ME-Okay. FREDA-abruptly tells me to not speak over her & there's no way she can help me if we're talking at the same time & this is how she gets negative call reviews. ME-I was acknowledging what you said by saying ok. Freda-uh huh uh huh, get a calendar out and count days. ME kindly-I'm not questioning the 45 days, just checking on status of issue. FREDA-are there any actual questions that I can help you with today. ME-When refund doesn't come by 23rd is there a diff phone number I call since this has been escalated? FREDA-doesn't know puts me on hold FREDA-First I have to apologize after speaking to supervisor she informs me your account has been escalated to a supervisor in billing dep. they have called you and left VM & 45 days does not apply you have an indefinite date for a refund. Did you receive a voicemail from someone? ME-yes I did, remember I said someone left me a msg, that's why I'm checking on the status FREDA- I'm going to need you to tell me what the voicemail said verbatim. I play VM . FREDA- it seems your issue has been escalated and they will get back to you. ME-I was calling to check status, is that not ok to do? FREDA-silence...Is there anything else I can help you with? ME-No have a GREAT rest of your day.

Calvin called me Friday November 18 9:28 PM. MDLIVE records everything. He distinctly told me that I am not allowed to receive behavior health services from MDLIVE but I am allowed to receive other health services. I understand behavior health services as appointments with psychiatrists and therapists. I consider other health services as physicians, including urgent care physicians, two separate categories. He said my account would be reactivated, and about a few days after that my account was reactivated.

When my account was deactivated again, I spoke to customer service at MDLIVE and gave her the exact time my conversation with Calvin started, which was when he called Friday, November 18, 9:28 PM.The customer service personnel read to me what the notes said. I believe I might have told her that was not correct. She then told me, "It says...", to the best of my memory. That is very unfair for me to be treated like that. The customer service personnel was very sure she was right because of the notes that Calvin wrote. The customer service personnel said that I have be told to get higher level of care, which is true. She said the notes said that my account was to be deactivated. That is not what Calvin told me.

It is very unpleasant for me to know what Calvin said to me and for a customer service personnel to tell me exactly what the notes said. She felt she was right because she was able to read exactly what Calvin's notes said. What she said to me conveyed something negative about me. If I believe something different than what the notes say, and she asserts what the notes said, it implies something negative about me -- perhaps that I was lying, or that I was mistaken. It was very insulting for someone to contradict me about something that was communicated to me by someone that the customer service personnel would consider credibly authoritative. If she reads notes that came from her supervisor, it would be the honest thing and the right and responsible thing for her to assert that what the notes said was correct. It is in her interest to do her job well and to trust that a supervisor who had authority over her is acting with honesty and integrity. That customer service personnel did her job well. She asserted what she believe was true in good faith. There should be no blame against her.

What Calvin did, to give instructions and record in notes something that was distinctly different than he told me was an abuse of his power. It was dishonest. I don't absolutely know what his intentions were. Perhaps, after communicating to me what his superiors instructed him to tell me, he was given other instructions from his superiors that were different from their instructions before.

Not only did the customer service personnel rightfully contradicted me, but the Care Manager employed by Humana my insurance company that was assigned to me to handle my case also asserted to me what she in good faith believed MDLIVE had made clear to me. My Care Manager is not to be blamed if she was given wrong information she had an obligation and responsibility to take as true.

The consequences of information given to the customer service personnel at MDLIVE and the Care Manager assigned to me at Humana that were different from the information that was given me caused those two people to some things very negative about me -- perhaps that I was dishonest, or incompetent enough to not know or remember what was told me by Calvin, or deliberately noncompliant with decisions that were made by MDLIVE and the providers involved, or perhaps other things.