Vision Service Plan

I am writing in response to complaint VSP's Complaint and Appeals Team received on May 14, from your office on behalf of the member listed above.Our records show that [redacted] was reporting to VSP that Mr [redacted] ***' vision policy was termed as of November 30, and his [redacted] -Basic policy was termed as of January 1, The collections of policy premiums for these two policies are collected by [redacted] Mr [redacted] will need to contact [redacted] if these are the policies he is questioning the deductions of premium paymentsI am unable to locate any other vision policies with Mr [redacted] as the policy holder or listed as a dependent under someone else's policy.If Mr [redacted] has any written communicate regarding a policy that we are administering and would like to provide a copy, I would be more than happy to further assist him.Please feel free to contact me at [redacted] if you have any other questionsMy office hours are Monday through Friday from 6:to 2:p.m., Pacific Time

I have heard back from VSP, but all they said was, to quote directly from the email: "Good Morning! Thank you for contacting usWe have located the account and verified the refund request for $has been processed on 11/13/for your payments that deducted on 10/24/ If there is anything else we may assist you with, please let us know." I checked my bank account and, if they truly did send that refund through, my bank does not have itAgain, VSP told me they would have it credited to my bank account within business daysI've had refunds before from insurance companies and the previous refunds have always been credited on the exact dayIn all honesty, this is beyond frustratingI've kind of need this money and was hoping to have it by now Just wanted to update you to let you know that they have reached out to me, but it was the same generic response that they have been giving me for almost a month now

Thank you for bringing your concerns to our attention on December 17, We are sorry to learn that you were disappointed with your glasses and lab serviceAs we discussed, I approved a new framePlease have your participating doctor call us for an authorizationThis offer is valid for days so please make arrangements to receive your new services in a timely mannerI apologize for any inconvenience you may have experiencedAs an organization committed to member satisfaction, we sincerely appreciate your feedbackWe are always grateful when our members identify areas that need improvement so we can address the issue and provide better service to you in the futureIf you have any questions regarding VSP’s resolution or would like further information regarding your benefits, please contact VSP Member Services at ###-###-#### or TDD: ###-###-#### (Monday through Friday 5:a m, to 8:p.m., Saturday 7:amto 8:p.mand Sunday 7:a.mto 7:p.m., Pacific Time)You may also visit our Website at vsp.com for additional information regarding your vision benefits

I am rejecting this response because:Thank you for your kind response It's appreciated.My main concern was that there was a power outage and their network was down So, how could there have been a photo and an advanced eye exam?In the spirit of compromise, how about only a month premium fee and cancellation of plan?Thank you for your time

After my last argument with VSP, I requested that they cancel my vision planThey promptly did this and told me I would receive a refund for the payment I made in December, which is when I had my plan canceledSpecifically, it was canceled December 18thSo, knowing that VSP takes full advantage of the business day cycle with which they use to process refunds, I waitedNot counting Christmas Day and New Year's Day, it has been or business days and I have received no refundWhich is exactly what I was expecting from these crooksSo, I would very much like the refund that was promised to me.I would like the refund of my payment of $as VSP told me that they had sent in a refund for my last paymentI will not accept anything else

I am rejecting this response because: My wife and I had not verbally or physically signed an agreement with vision service plan that would include a clause that "a policy has to cancelled within a day limit"I would ask that this company produce any documents that I or my wife agreed to in regards to such a scam like agreementBilling for cancelled services is a fraudulent act, and we will next file a complaint with Washington State Attorney Generals office if we are unable to resolve it at this level[redacted] ***

VSP 2nd level complaint [redacted] :While Mr***' plan is no longer active, his wife as the primary member is where the charge is being applied as her plan is still active I contacted [redacted] who manages the enrollment and was advised by Bo that they did receive a phone request on 3/4/to cancel the policy The member was advised at that time that unfortunately they were not able to cancel the policy as it was outside the day cancellation window as described in the terms and conditions they agreed to when enrolling It is a month policy Per the member's request the plan will not renew at the end of the year so 12/31/will be the end date for the policy

I am rejecting this response because: The business response is incorrectIt is true that I did have coverage from [redacted] more than a year ago, but this was cancelled when I left that employmentI enrolled my wife [redacted] ***, and myself [redacted] through an internet site approximately five months agoI cancelled the policy approximately three months ago, yet VSP continues to Bill me each month for no servicesWhen I called VSP to question why I was still being billed for non existent services, the spokeswoman suggested I retain an attorney.I simply request VSP stop billing me for services I cancelled[redacted] ***

I am writing in response to a complaint we received from the Revdex.com on 12/09/regarding your premium payment deductionsI am sorry to hear of the confusion regarding your premium paymentsI called our Client Administrative Services who handles your enrollment and your monthly premium payments and was provided the following credit card payment history: On September 15th payment was collected which covered OctoberOn October 15th collected payment for November; however, it failedThis means the payment for November is still owedOn October 21st Client Administrative Services received a call from you updating your payment information and moved your payment collection date to the 24th of each monthOn October 24th payment was collected which covered NovemberOn October 24th another payment was collected, in error, which was credited back to your credit card on November 13thOn November 24th payment was collected which covered DecemberYour account is current and your next payment will be collected on December 24th which will cover January You mentioned in your comments that your payment date should not be the 24th of each monthTo charge this date, please contact the Client Administrative Services at 800-400-4569; option I apologize for any inconvenience you may have experiencedAs an organization committed to member satisfaction, we sincerely appreciate your feedbackWe are currently in the middle of updating our payment systemWe are always grateful when our members identify areas that need improvement so we can address the issue and provide better service to you in the future [redacted] Customer Care Division; VSP Member Services at 800-877-

Business states that as of 12/30/the consumer should have received credit refunded to original card chargedCard credited had last digits ***

I have received a message from VSP stating that they have processed a payment for the month of NovemberInitially, I thought that they were doing this instead of refunding me my money, which in some ways would have been fine; but I checked my bank balance anyway and saw that I had received my refundSo, I was not expecting both to happen and I am beyond satisfiedI'm still wondering why it took nearly a month for a resolution to take place but hey, no one's perfectI do not think that a resolution would have happened if I had not gone to the Revdex.com and I thank you for itI appreciate your efforts
I am willing to consider this matter closed and hope that VSP and I can now have a decent relationship as that was all I heard about from people when signing up for VSPEveyone from my parents, my friends, and relatives told me how wonderful VSP is and this experience has not been indicative of all of the praise that was heaped upon themI hope that starts now or this will be a real short contract

Member: *** *** ID#: *** I am writing in response to a grievance we received from your office on 05/21/and an emailed received the same day from the member outlining the same complaint*** offers online purchases for VSP members who have non-complex prescription glassesThe
information online provides the spectacle lens criteria in order to utilize the online purchase optionI am sorry that this feature does not meet your prescription needsYour policy is a pre-set benefit which provides you a choice of coverage either at a VSP provider or at an out of network officeThe information outlined in your complaint represents the information found on your VSP Vison Benefit Summary for services received from a VSP doctorThe claim we received was for your purchase from an out of network providerThe claim was processed correctly based on the services and their charges listed on the itemized receiptThe claim paid correctly according to your plan’s established out of network benefitsI am sorry that the lens enhancement added to your spectacle lenses were not covered through this benefit; therefore it is a non-reimbursable expenseI apologize for any confusion you may have regarding how to use your insurance benefitsI appreciate that the value of your refund was disappointing based of what your plan allows if services were used at a VSP providerI am able to reimburse you the remaining out of pocket costs on the spectacle lenses and the frame purchased in February A check for $will be forthcomingAccording to the itemized receipt you incurred no out of pocket cost on your frame that VSP did not reimburse you for, therefore there is no additional monies to reimburse you on the frameThe frame allowance listed on your complaint is the preset established amount available if purchased from a VSP officeChoosing a frame less expensive does exhaust the full value of your frame benefitSuch as if you choose a frame over your allowance you would incur an out of pocket expenseSincerely, Naomi Hurd, VSP, Complaint & Grievance Unit, Case ***

I have spoken with *** at the doctor’s office who explained to me that their computers were down at the time of your appointmentThere was not a power outage in the officeThis is why the office was able to conduct your exam and take the retinal photosOur records indicate your vision plan through Healthy Vision Association terminated effective 01/01/

I am rejecting this response because:Thank you for your kind reply It's appreciated.In reference to the computer system being down, then we should be in agreement that that optometry appointment should not be counted toward my one per year The photos could not have been taken because they require a software program - not just a regular camera And I definitely did not receive an advanced exam True, they may have given me an old-fashioned eye exam - but that is the whole point of my Revdex.com complaint - I asked for the former exam and that is what I agreed to But they still billed it as the more complex exam and they ruined my one-per-year with VSP That's not fair and all I am asking is for you to realize that and either reinstate my plan and the eye-exam or cancel my plan and offer a refund Thank you for your time

Revdex.com:
I received the refund through much bickering and, finally, threats for legal actionAt that point, they promtply gave me my refund and I consider all open matters with VSP to be completely and fully resolvedI hope I never have to go through this sort of thing again.Thank you,*** ***

I talked with *** in the office who indicated that you signed a document acknowledging that there retinal photo had a cost of $in addition to your $exam copayBy signing this you agreed to the fee and the service was provided in good faithYou will need to contact the office directly
to make payment for the photosWith regard to the "advanced eye exam," I see on the VSP website where the definition of the Premier Program includes this terminologyThe term is followed by an asterisk which is defined at the bottom of the page and reads"Advanced eye exam technology may not be available at all Premier Program participants." *** Optometry doesn't offer the advanced eye exam service; however, their exams are still comprehensive and meet all the VSP exam requirements

I am writing in response to complaint VSP's Complaint and Appeals Team received on May 14, from your office on behalf of the member listed above.Our records show that *** was reporting to VSP that Mr*** ***' vision policy was termed as of November 30, and his ***-Basic policy was termed as of January 1, The collections of policy premiums for these two policies are collected by *** Mr*** will need to contact *** if these are the policies he is questioning the deductions of premium paymentsI am unable to locate any other vision policies with Mr*** as the policy holder or listed as a dependent under someone else's policy.If Mr*** has any written communicate regarding a policy that we are administering and would like to provide a copy, I would be more than happy to further assist him.Please feel free to contact me at *** *** if you have any other questionsMy office hours are Monday through Friday from 6:to 2:p.m., Pacific Time

I am writing in response to your additional inquiry regarding ***’s VSP plan. VSP has made an exception and ***'s plan has been cancelled. A refund in the amount of $is currently processing. This represents seven payments at $a month Since the refund is for payments older than days the refund will be issued via check. Typically this process takes 30-days to complete but we have expedited it for you. A refund in the amount above will be mailed directly to on June 24, 2015. Please allow for business days to receive this refund. I apologize for any inconvenience you experienced. *** ***Complaints and Appeals

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.Thank you,*** ***

This complaint is a part of Complaint #***, which was closed just last week or soI hope you are able to view that particular complaint because the same exact thing is happening againAs part of my original complaint against VSP they refunded me my money and sent in a payment on my behalfI was satisfied by this as it more than exceeded my expectationsHowever, VSP went ahead and deducted money from my bank account for this month's paymentHowever, they already paid for this month's payment as part of the resolution to my previous complaintThey now owe me another refund and have to stop automatically deducting money on the 24th of every month as it is an inconvenience to meI requested they stop doing this awhile agoThe incompetence that is on display here by VSP is just staggering.I want my money back, the $that they deducted on the 24th of November as they had already paid for the month of November and December's payment won't be paid until next monthSo, they have no excusesI also want VSP to explain to me why they have continued to be so incompetent in their daily dealings with meI want to know why I am having the worst customer experience imaginable with themI want an apology from them as well and assurances that this will never happen again