ComplaintsforVia Benefits Insurance Services, LLC
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Complaint Details
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Initial Complaint
03/13/2024
- Complaint Type:
- Billing/Collection Issues
- Status:
- Answered
My company transferred $18930.00 from a Retiree Medical Account that had accued funds during my employement to VIA Benefits for the puepose of funding a Health Reimbursement Account at VIA. 6 weeks later and VIA will not fund the account or tell me exactly when, or if, it will be funded.Business response
03/19/2024
We attempted to contact Mr. ****** today to further discuss the problems and concerns that he has about his HRA, but we were only able to leave a message. We will make another attempt tomorrow 3/20/2024.Initial Complaint
02/29/2024
- Complaint Type:
- Problems with Product/Service
- Status:
- Resolved
Via Benefits reimburses medical expenses to retirees who have medical insurance plans through them. I tried all day yesterday (2/28/24) and this morning (2/29/24) to submit to premium claims for a couple of hundred dollars for reimbursement. I could not get into the reimbursement section because their hyperlink was not working. I spent 45 minutes in a chat with customer service and then tech support who kept telling me to click on the "hyperlink." I kept telling them that it was not working. That was the morning of 2/28. It is now noon on 2/29 and it is STILL not working. These reimbursements are for seniors on Medicare, many of whom probably need the money. The lack of customer service is appalling, frustrating and anxiety provoking. I tried calling later in the day yesterday (2/28), but suddenly, after two years, they could not get into my file because they needed verification from my husband. Totally unacceptable.Business response
03/05/2024
We spoke with Mrs. ******** on 03/01/2024 and assisted her with requesting a reimbursement form. If Mrs. ******** has any additional concerns we encourage her contact us directly through the established channels.Customer response
03/05/2024
Complaint: ********
I am rejecting this response because:
Sincerely,
***** ********Customer response
03/06/2024
I did not accept that statement because the problem of logging on to the website has not yet been corrected. Also, I have reached out to the appropriate channels via phone, chat and email. While I was advised that they are aware of the problem and I will submit what I have via snail mail for the time being, i was also told the log on problem would be fixed so customer could submit for reimbursement in a more expeditious way. However, the log on problem has not yet been fixed. I will gladly withdraw my complaint once the log on problem has been fixed.Initial Complaint
02/16/2024
- Complaint Type:
- Problems with Product/Service
- Status:
- Answered
I havent had access to my account for 3 weeks. Since that time, *** called and texted many times to give them my new phone number, including sending pics of my drivers license and video of me, as requested!Business response
02/21/2024
We will reach out to ****************** and assist with his account.Customer response
02/21/2024
Complaint: 21303198
I am rejecting this response because: they shouldnt need to reach out to me, as Ive given them my new phone number several times!! They just need to post it!!
Sincerely,
***************************Business response
02/27/2024
We apologize for the inconvenience and for the frustration ****************** has been experiencing. We will reach out to him shortly to assist with accessing his account.Initial Complaint
02/09/2024
- Complaint Type:
- Problems with Product/Service
- Status:
- Resolved
Via benefits was hired by ford motor company for their retire medical benefits and I am paying after taxes my health insurance premium as I am out of work for medical reasons and I do not get a check so I pay once again my medical premiums after tax which is the criteria for getting reimbursed for medical premiums.Initial Complaint
02/05/2024
- Complaint Type:
- Problems with Product/Service
- Status:
- Answered
VIA Benefits handles my open enrollment for prescription plans. In November, 2024, my wife called and we opted to change from Silver Script to Wellcare prescription plan as there would be no premium for the Wellcare plan, vs $3.30 a month for the Silver Script. Via Benefts processed the application and then for some reason cancelled it and I still have Silver Script with a monthly premium for 2024. Numerous phone calls have left the issue unresolved. They cannot switch me to the Wellcare plan and VIA Benefits says it was an internal error. I am filing this complaint as I believe they should be held accountable for their error and could easily afford to send me the $39.60 to cover the premium I now have to pay.Business response
02/21/2024
We attempted to contact ******************** this morning and left a message. We will continue our efforts to contact ******************** later this week.Initial Complaint
12/28/2023
- Complaint Type:
- Problems with Product/Service
- Status:
- Resolved
2023 HCFSA Health Care Flexible Spending Account for $2,400 with Via Benefits thru my employer *** ************* Benefits gave $1,331.78 of my funds to someone from ******* online purchases for the following:10/15 $342.60, 10/18 $165.48, 10/18 $165.60, 10/20 $41.40, $10/20 $165.60, 10/20 $165.60 & 10/24 $285.50.I filed a dispute in early November, and they are telling me it is going to be months before I get my money back. I had surgery early December and have had to pay everything out of pocket. I need my $1,331.78 ASAP. Please help resolve this one.Business response
01/04/2024
We have escalated this request and have delivered the provisional credit to ************************** account. We will be contacting **************** to notify her directly.Customer response
01/04/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.It's very sad I had to file a BBB complaint to get this issue resolved and to get me own money back to pay my bills. Now let's hope they pay my reimbursements ASAP, and I don't have to wait months. Otherwise I will need to open a new complaint.
Thank you again for all your help in getting this resolved.
Sincerely,
*****************************Initial Complaint
12/22/2023
- Complaint Type:
- Problems with Product/Service
- Status:
- Answered
Via Benefits is contracted by Northrop Grumman Corporation (NGC) to provide services for its retired employees. Via Benefits received funding from NGC for my RHRA account, however, Via Benefits has denied receipt or claimed the funds were 'in process' of being applied to the applicable health related incurred costs. Although NGC has contacted Via Benefits several times on a recorded phone line, with myself listening in, Via Benefits hung up each time. Via Benefits uses delay methods to invest funding it receives from retires employers RHRA accounts to invest in CD's and other short term investments to make additions revenue. My RHRA should have been in place in June 2023, and NGC has confirmed that VIA Benefits has received funding for 2023.Business response
01/02/2024
We attempted to contact Mr. ****** on 12/29/2023 and left a message.
We will continue our attempts to reach him this week.
Initial Complaint
12/13/2023
- Complaint Type:
- Problems with Product/Service
- Status:
- Answered
I was to receive a reimbursement check for $108 for ******** payment.Their website said it was an uncashed check.I responded back that I never received check.I called via and talked to a rep who said she could cancel check and send another, but I told her I would wait couple more days,if I didn't get it I would call back.I received the check December 7th and deposited it on the 8th.The check bounced and I was also charged a $30 return fee on the 12th.When I talked to ******* on December 4th there was an email from via sent that day also about canceling the check , but ******* stated they would not cancel it unless I called back.Another check has been sent out.I also talked to a supervisor ***************All I'm looking for is my$30 back for their returned check and ************** said they can't refund the $30,it's not their policy.Business response
12/18/2023
We are in the process of corresponding directly with ******************, and will continue our attempts to reach him this week.Initial Complaint
12/04/2023
- Complaint Type:
- Problems with Product/Service
- Status:
- Answered
Called their ###-###-#### number to inquire about my current advanage coverage to others. The time was 1:45. Kayce c****** picked up, took some information, then transferred me, supposedly to a liscenced agent. After more than 2 hours NO ONE picked up. This is totally disgusting. My time is valuable. How can I find out information about my coverage, If no one picks up? This should be publishing and sent to the CEO of the company. This should NOT happen and not be prompted.Business response
12/06/2023
We spoke with Mr. ******* yesterday and discussed the difficulties he has been having with enrollment.
We sincerely apologize for the frustration and inconvenience Mr. ******* has experienced, and look forward to assisting him with his enrollment.Customer response
12/07/2023
Complaint: ********
I am rejecting this response because:Via Benefits did call and apologize. There was no offering on what was going to be done to alleviate the horribly long wait time, of over 2 hours. Totally disgusting. I did speak to an agent about what advantage plans were offered. The rep showed how to use the site to comapare plans, which was helpful. But, no feedback on what is going to be done to stop the long wait times. Nothing was mentioned if this problem was going to be forwarded to management or the CEO.
I would like to thank BBB for the quick response to my complaint. Without the help of BBB, I would not have a response from Via Benefits.
Again, thanks so much.
Sincerely,
****** *******Initial Complaint
12/04/2023
- Complaint Type:
- Problems with Product/Service
- Status:
- Resolved
On 10/21/23, during ******** open enrollment, I use Via Benefits as per my husband's employer. I am switching from an Advantage plan back into a Medigap Plan so I also need a prescription plan. Via Benefits platform did not show any Horizon Rx plans so one of Via Benefits' agents connected me with Horizon to purchase a plan. I was told by ***************** at Horizon that the plan I previously had was not available but there was an "enhanced plan" which I applied for. A week later on Via Benefits' platform, there was a "standard" Horizon plan for less than half the premium of the enhanced but covering the prescriptions I needed covered. I applied for that plan. Between Via Benefits and Horizon BC/BS of **, for the past two weeks on the phone with them daily, no one has been able to solve this issue. If it is not resolved by this Thursday, 12/7, I will be paying over twice as much for a plan I have advised both companies and ******** I do not want. I cannot apply for the standard plan again because Via Benefits has it as being the plan I am enrolled in which is not true. ******** has me enrolled in the enhanced plan. My complaint is actually with both Via Benefits and Horizon BC/BS of **. Via Benefits because they have not removed the currently incorrect plan from my dashboard causing me to not be able to apply for it and be accepted by ********. Horizon BC/BS of ** both because nothing has been done on their end despite assurances that it would be correct and because ***************** never told me there was a standard plan available. My understanding from ********************* of Horizon is that both the standard and enhanced plan were available as of 10/1/23. I can only wonder if ***************** receives commissions on the plans she sells, thereby selling the enhanced without mentioning the standard.Business response
12/05/2023
We have been in contact with ********************, and she is currently being assisted by one of our senior customer service specialists. We will continue to communicate directly with ******************** and assist with her enrollment.Customer response
12/05/2023
Complaint: 20956643
I am rejecting this response because: I have been in contact with Via Benefits personnel over several weeks and the matter has not been resolved. That being said, yes, a senior person from Via Benefits has contacted me (only AFTER I filed a BBB Complaint -- which seems to be their modus operandi). However, being contacted and having the matter resolved are entirely different animals and I do not want this complaint closed out until the matter has been resolved. When and if it is resolved within the next two days (since that is when ******** Open Enrollment ends), I will accept their response and the complaint can be closed out. If the matter is not resolved within the next two days, well then...
Sincerely,
***************************
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Customer Complaints Summary
156 total complaints in the last 3 years.
32 complaints closed in the last 12 months.