Envision Insurance Company

(Revdex.com Copied from original documentSee attached file)January 26, VIA EMAIL ( [redacted] ) Ms [redacted] Investigator & Dispute Resolution Coordinator Revdex.com [redacted] Re: Revdex.com Complaint ID# [redacted] Dear Ms [redacted] : Envision Insurance Company (“Envision”) is in receipt of a letter from the Revdex.com (“Revdex.com”) dated January 17, In the letter, Revdex.com requested that Envision provide a response to a complaint received by the Revdex.com from [redacted] (“Complainant”), alleging that Complainant’s prescription drug plan through Envision denied payment for a prescription to treat Complainant’s conditionEnvision appreciates the opportunity to offer the following response to the Complaint: Envision offers a Medicare Part D prescription drug plan (“PDP”) called EnvisionRxPlusThe PDP is therefore subject to the rules of the Centers for Medicare and Medicaid Services (“CMS”) and the Social Security Act (“SSA”)According to the SSA, a PDP must exclude any drug for which, as prescribed and dispensed or administered to an individual, payments would be available under Medicare Part A or Part B for that individualCMS interprets this to mean that if payment could be available under Part A or Part B to the individual for such drug, then it will not be covered under Part DConsequently, drugs covered under Parts A and B are excluded from Part D coverageOur records show that Complainant had Medicare Parts A and B since January 1, On January 17, 2017, a Georgia pharmacy tried to fill a prescription for a drug on Complainant’s behalfDue to the fact that Complainant had Part A coverage at the time of Complainant’s procedure, the Medicare Part B should have paid for the prescription drugBased on the foregoing, Envision appropriately denied payment for the drug under the PDPGiven that EnvisionRxPlus is a PDP, complaints received by members or, in this case, a complaint received from the Revdex.com, on the member’s behalf, are treated as grievances and therefore require a plan response to the memberEnvision will therefore follin writing with the ComplainantWe hope that this letter provides the necessary clarity for the Revdex.com to close their fileIf the Complainant has any further complaints, she may file such complaints with the EnvisionRxPlus plan over the phone or in writing consistent with CMS guidelinesShould you have any questions, please feel free to contact me via phone at [redacted] or via email at [redacted] Thank youSincerely, [redacted] Senior CounselEnvision Insurance Company

(Revdex.com copied from original documentSee attached.) December 19, VIA EMAIL ( [redacted] ) Ms [redacted] Revdex.com [redacted] Re: Revdex.com Complaint ID# [redacted] To Whom It May Concern: Envision Pharmaceutical Services, LLC (“Envision”) is in receipt of the letter from the Revdex.com (“Revdex.com”) dated December 9, In the letter, the Revdex.com requested that Envision provide a response to a complaint received by the Revdex.com from [redacted] (“Complainant”)For background, the Complainant is a member of a prescription drug benefit plan that is administered by EnvisionAs the pharmacy benefit management company, Envision administers the prescription drug benefits on behalf of its clientsOur records show that a coverage determination for the prescription drug that is the subject of the complaint was approved for the period from October 11, to October 11, For that reason, Complainant’s claims for the prescription drug were paid without issue through until the authorization ran out on October 11, Our records indicate that Complainant called to inquire about the prescription drug not being covered on November 12, and again on December 3, After reviewing the calls, Envision has determined that the first Customer Service Representative (“CSR”) that spoke with Complainant on November 12, should have offered to initiate coverage determination with the Complainant while on the phone since the CSR was unable to locate the approved coverage determination formAccording to the company’s policies and procedures, members including Complainant are unable to submit a reimbursements for out of pocket expenses until the appropriate approval is on file for the coverage determinationIn the second call on December 3, 2017, Complainant stated that he had to pay out of pocket for the drug in question and the CSR appropriately advised that the medication required coverage determination and properly offered to initiate the process for ComplainantHowever, the CSR failed to provide a rationale on why the prescription drug was no longer coveredDuring the call, the CSR should have advised that the authorization on file had expired on October 11, and thus a new authorization/coverage determination needed to be processed for continued coverage of the prescription drugEnvision apologizes for the inconvenience that Complainant experienced as a result and Envision will continue to train its CSRs to appropriately respond to members on all topics including coverage determinationTo address Complainant’s request for reimbursement, the second coverage determination has been processed and approvedThus, Complainant will be reimbursed for the amounts he paid out of pocket for the prescription drug at issue once Complainant completes the required Direct Member Reimbursement (“DMR”) formAn Envision representative has contacted Complainant twice on December 15, to relay the foregoing message to Complainant and to provide instructions on how Complainant may receive the requested reimbursement which is through the DMR processHowever, the Envision representative has not been able to reach ComplainantThe Envision representative has left voice messages accordinglyGiven that Envision has attempted to resolve the complaint at issue, we hope that this letter provides the necessary clarity for the Revdex.com to close its fileShould you have any questions, please feel free to contact me via phone at [redacted] or via email at [redacted] Thank youSincerely, Tadena S [redacted] Tadena S [redacted] Senior Counsel

(Revdex.com Copied from original document.)Envision Insurance Company ("Envision") is in receipt of a letter from the Revdex.com ("Revdex.com") dated February 7, In the letter, the Revdex.com requested that Envision provide a response to a complaint received by the Revdex.com from [redacted] ("Complainant"), alleging that Complainant is being billed the incorrect amount for his monthly premium for his Medicare Part D PlanEnvision appreciates the opportunity to offer the following response to the Complaint:Envision offers a Medicare approved prescription drug plan ("PDP") called EnvisionRxPlusFor background, a plan's monthly premium may vary based on factors including but not limited to an individual's income and residential address.Our records show that Complainant enrolled in the EnvisionRxPlus plan with a start date of January 1, CMS records showed that Complainant was residing in MontanaBased on the foregoing, Envision billed the Complainant a the monthly premium of $which is the premium associated with the state listed in the CMS recordsAfter receiving the bill, Complainant reached out to Envision and informed Envision that he resides in Washington and that the address listed in the CMS records is Complainant's vacation homeCMS records were updated to reflect the correct home address for ComplainantEnvision then updated the monthly premium to $which is the monthly premium associated with a Washington addressComplainant's account was credited and now shows that no balance is dueon February 2, 2017, Envision reached out and left a voice message for Complainant to discuss his accountOn February 6, 2017, Envision spoke to the Complainant and informed him of the updates with regards to his monthly premiumGiven that we have resolved the issue with Complainant, we do not believe that there is any further action required on our part.We hope that this letter provides the necessary clarity for the Revdex.com to close its fileIf the Complainant has any further complaints, he may file such complaints with the EnvisionRxPlus plan over the phone or in writing consistent with CMS guidelinesShould you have any questions, please feel free to contact me via phone at [redacted] or via email at [redacted] Thank You.Sincerely,Tadena S [redacted]

(Revdex.com Copied from original document,)Dear Ms [redacted] :Envision Insurance Company (“Envision”) is in receipt of the letter from the RevDex.com (“Revdex.com”) dated and received on March 23, In the letter, the Revdex.com requested that Envision provide a response to a complaint received by the Revdex.com from [redacted] *** (“Complainant”), alleging that he contacted Envision’s customer service department multiple times in an effort to obtain a proof of coverage letterEnvision appreciates the opportunity to offer the following response to the Complaint:Envision apologizes for any inconvenience in fulfilling Mr***’s request for a proof of coverage letterOn March 28, 2018, Envision mailed out a proof of coverage letter to the Complainant.We hope that this letter provides the necessary clarity for the Revdex.com to close its fileIf the member has any further complaints, he may file such complaints with the EnvisionRxPlus plan over the phone or in writing consistent with CMS guidelinesShould you have any questions, please feel free to contact me via phone at [redacted] or via email at [redacted] Thank you.Sincerely,Tadena S [redacted]

I am rejecting this response because: Company refused to have a supervisor discuss the issue with me after one of its agents promised I would be able to speak to a supervisorRequests for documentation of the paperwork they were using to determine the refund also refusedSo this company is rude to a customer on the phone, refuses to allow that customer to speak to a supervisor, and refuses to share the documents it used to determine a refundUnacceptable business practices, especially the lack of transparency, and customer serviceComplaints to be forwarded to other consumer groups and government consumer protection groups

(Revdex.com copied from original documentSee attached file.)Dear Ms***:Envision Insurance Company ("Envision") is in receipt of the letter from the Revdex.com ("Revdex.com") dated February 28, In the letter, the Revdex.com requested that Envision provide a response to a complaint received by the
Revdex.com from *** ("Complainant"), alleging that Complainant was due a refund for his Medicare Part D planEnvision appreciates the opportunity to offer the following response to the Complaint:Envision offers a Medicare approved prescription drug plan ("PDP") called EnvisionRxPlusFor background, some Medicare - eligible individuals with limited resources and income may be able to receive a Low-Income Subsidy also known as Extra Help to pay for the costs related to Medicare Part D Plans such as monthly premiums, annual deductibles, and prescription co-payments.Our records show that Complainant enrolled in the EnvisionRxPlus plan on September 8, with an effective date of October 1, The monthly premium for the EnvisionRxPlus plan was $Based on the foregoing, Envision billed the complainant the monthly premium of $on both October 1, and November 1, Complainant paid for both invoices in fullOn November 2, 2016, Envision received another notice from CMS stating that Complainant was now eligible for a low-income subsidy and that such subsidy in the amount of $per month should be applied retroactively to October 1, On February 24, 2017, Envision refunded Complainant $The miscommunication and delay on the refund to Complainant can be attributed to the fact that we did not receive information from CMS concerning the low-income subsidy until December 4, Given that we have resolved the issue with Complainant, we do not believe that there is any further action required on our part.We hope that this letter provides the necessary clarity for the Revdex.com to close the fileif the Complainant has any further complaints, he may file such complaints with the EnvisionRxPlus plan over the phone or in writing consistent with CMS guidelinesShould you have any questions, please feel free to contact me via phone at *** or via email at ***Thank you.Sincerely,Tadena S***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me if it gets to the point as mentioned by envision insurancethey gave a date when I should get to officially get out of a mess I never signed up fori don't care who they are affiliated withthey have no right to bill me for what I never signed forthey butt into somebody's life & expect money like some underworld extortion racketthere is another thing I want from these people beside a formal apology & that is to never disclose any information on me to anyone & I want that in writing.they say I have been notified about yadayadayada by CMS & envision& they have bologna records to that effectthat's rti say bolognamy electric power co sent me an email saying I owe xyz & it will be taken out of my account as I hav automatic bill payi donti called & a representative confirmed that I do not have auto bill payso why was it saying so againif the russians can tamper with elections, I guess they can tamper with my power co & envisionkeep me posted if they apologize & have sent me a form, preferably through you, to exit their extortion schemei want you in the loop.*

(Revdex.com Copied from original document. See attached file)January 26, 2017 VIA EMAIL ([redacted]) Ms. [redacted] Investigator & Dispute Resolution Coordinator Revdex.com [redacted] Re: Revdex.com Complaint ID# [redacted] Dear Ms. [redacted]: Envision Insurance...

Company (“Envision”) is in receipt of a letter from the Revdex.com (“Revdex.com”) dated January 17, 2017. In the letter, Revdex.com requested that Envision provide a response to a complaint received by the Revdex.com from [redacted] (“Complainant”), alleging that Complainant’s prescription drug plan through Envision denied payment for a prescription to treat Complainant’s condition. Envision appreciates the opportunity to offer the following response to the Complaint: Envision offers a Medicare Part D prescription drug plan (“PDP”) called EnvisionRxPlus. The PDP is therefore subject to the rules of the Centers for Medicare and Medicaid Services (“CMS”) and the Social Security Act (“SSA”). According to the SSA, a PDP must exclude any drug for which, as prescribed and dispensed or administered to an individual, payments would be available under Medicare Part A or Part B for that individual. CMS interprets this to mean that if payment could be available under Part A or Part B to the individual for such drug, then it will not be covered under Part D. Consequently, drugs covered under Parts A and B are excluded from Part D coverage. Our records show that Complainant had Medicare Parts A and B since January 1, 2008. On January 17, 2017, a Georgia pharmacy tried to fill a prescription for a drug on Complainant’s behalf. Due to the fact that Complainant had Part A coverage at the time of Complainant’s procedure, the Medicare Part B should have paid for the prescription drug. Based on the foregoing, Envision appropriately denied payment for the drug under the PDP. Given that EnvisionRxPlus is a PDP, complaints received by members or, in this case, a complaint received from the Revdex.com, on the member’s behalf, are treated as grievances and therefore require a plan response to the member. Envision will therefore follow-up in writing with the Complainant. We hope that this letter provides the necessary clarity for the Revdex.com to close their file. If the Complainant has any further complaints, she may file such complaints with the EnvisionRxPlus plan over the phone or in writing consistent with CMS guidelines. Should you have any questions, please feel free to contact me via phone at [redacted] or via email at [redacted]. Thank you. Sincerely,[redacted]Senior CounselEnvision Insurance Company

(Revdex.com received the following from the consumer via email.)Thank you for your help. They finally sent me the information I needed. I should not have  had to bother you folks.But that's the way some companies operate. Thanks again  [redacted]

Initial Business Response /* (1000, 5, 2016/05/16) */
May 16, 2016
VIA Upload to Revdex.com Online Complaint System
[redacted]
Re: Case No. [redacted]
To Whom It May Concern:
Thank you for giving Envision Insurance Company...

(“Envision”) the opportunity to respond to the above referenced complaint. Envision has thoroughly investigated this matter, including the review of all telephone conversations between Envision and the complainant regarding this issue, and based on our research, we have prepared this letter in response to the complaint.
Envision currently offers two Medicare-approved prescription drug plans, the EnvisionRx Plus Silver Plan (“Silver Plan”) and the EnvisionRx Plus Clear Choice (“Clear Choice Plan”). On November 24, 2015, the complainant placed a telephone call to Envision to telephonically enroll both herself and her husband in an Envision Medicare-approved prescription drug plan to take effect on January 1, 2016. Following the telephonic enrollment, the complainant’s husband was enrolled in the EnvisionRx Plus Silver Plan. The complainant seeks to have her husband’s plan switched to the Clear Choice Plan based upon a cited communication issue during the telephonic enrollment process, which according the complaint resulted in the complainant’s husband being enrolled in an unintended plan.
Based upon our review, we have determined that it is appropriate to grant the complainant’s request and have had the complainant’s husband disenrolled from the Silver Plan and enrolled in the Clear Choice Plan. The effective date of the Clear Choice Plan enrollment is April 1, 2016. Envision is currently working with the Center for Medicare and Medicaid Services (“CMS”) to have the Clear Choice enrollment date updated to January 1, 2016.
On May 13, 2016, an Envision representative placed a telephone call to the complainant’s husband on a recorded line, per CMS requirements, to inform him of Envision’s enrollment determination. However, the complainant’s husband refused to speak to the Envision representative on a recorded line and terminated the telephone conversation.
As the complainant’s husband is now enrolled in the Clear Choice Plan, as requested, we believe that this complaint has been resolved. However, should the complainant or the complainant’s husband have any questions regarding this change in enrollment, they may contact Rachelle T[redacted], Lead Enrollment Coordinator, by telephone at [redacted].
Thank you,
Envision Insurance Company

(Please see attached. Revdex.com copied below:)
July 8, 2016
VIA Upload to Revdex.com Online Complaint System
Revdex.com of Akron
[redacted]
[redacted]
Re: Case No. [redacted]
To Whom It May Concern:
We received the above-referenced complaint from our affiliate,...

Envision, Insurance Company, who
investigated the matter and discovered that the complainant is not a member of Envision Insurance Company but rather a member of a prescription drug benefit plan, which is administered by our company, Envision Pharmaceutical Services, LLC ("Envision"). As such, the complaint was forwarded to our attention for review.
Thank you for giving us the opportunity to respond to this complaint. The complainant is a member of a prescription drug benefit plan administered by Envision. One feature of the complaint's current plan is that its members may only receive two fills of their maintenance medication at a retail pharmacy location prior to being required to receive subsequent fills via mail order. As the Pharmacy Benefit Manager for the plan, Envision does not select the plan's benefit design but rather performs the administrative function of processing claims in accordance with the plan's instruction. As such, any deviations from the plan's design, such as the one requested in the complaint, must be made by the plan. At this time, there has been no change to the mail order feature of the plan.
As for the portion of the complaint related to our customer service, we apologize for the complainant's frustration. We have reviewed our telephone call logs and will be providing additional instruction to our Customer Service Representatives to ensure that all of our member's telephone calls are returned in a timely manner.
Should the complainant have any questions concerning the features of her current prescription drug benefit plan, we encourage the complainant to review her benefit materials or she may call our Member Services Help Desk at [redacted].
Thank you,
Envision Pharmaceutical Services, LLC [redacted]

(Revdex.com copied from original document. See attached.) December 19, 2017 VIA EMAIL ([redacted]) Ms. [redacted] Revdex.com [redacted] Re: Revdex.com Complaint ID# [redacted] To Whom It May Concern: Envision Pharmaceutical Services, LLC (“Envision”) is in...

receipt of the letter from the Revdex.com (“Revdex.com”) dated December 9, 2017. In the letter, the Revdex.com requested that Envision provide a response to a complaint received by the Revdex.com from [redacted] (“Complainant”). For background, the Complainant is a member of a prescription drug benefit plan that is administered by Envision. As the pharmacy benefit management company, Envision administers the prescription drug benefits on behalf of its clients. Our records show that a coverage determination for the prescription drug that is the subject of the complaint was approved for the period from October 11, 2016 to October 11, 2017. For that reason, Complainant’s claims for the prescription drug were paid without issue through 2017 until the authorization ran out on October 11, 2017. Our records indicate that Complainant called to inquire about the prescription drug not being covered on November 12, 2017 and again on December 3, 2017. After reviewing the calls, Envision has determined that the first Customer Service Representative (“CSR”) that spoke with Complainant on November 12, 2017 should have offered to initiate coverage determination with the Complainant while on the phone since the CSR was unable to locate the approved coverage determination form. According to the company’s policies and procedures, members including Complainant are unable to submit a reimbursements for out of pocket expenses until the appropriate approval is on file for the coverage determination. In the second call on December 3, 2017, Complainant stated that he had to pay out of pocket for the drug in question and the CSR appropriately advised that the medication required coverage determination and properly offered to initiate the process for Complainant. However, the CSR failed to provide a rationale on why the prescription drug was no longer covered. During the call, the CSR should have advised that the authorization on file had expired on October 11, 2017 and thus a new authorization/coverage determination needed to be processed for continued coverage of the prescription drug. Envision apologizes for the inconvenience that Complainant experienced as a result and Envision will continue to train its CSRs to appropriately respond to members on all topics including coverage determination. To address Complainant’s request for reimbursement, the second coverage determination has been processed and approved. Thus, Complainant will be reimbursed for the amounts he paid out of pocket for the prescription drug at issue once Complainant completes the required Direct Member Reimbursement (“DMR”) form. An Envision representative has contacted Complainant twice on  December 15, 2017 to relay the foregoing message to Complainant and to provide instructions on how Complainant may receive the requested reimbursement which is through the DMR process. However, the Envision representative has not been able to reach Complainant. The Envision representative has left voice messages accordingly. Given that Envision has attempted to resolve the complaint at issue, we hope that this letter provides the necessary clarity for the Revdex.com to close its file. Should you have any questions, please feel free to contact me via phone at [redacted] or via email at [redacted]. Thank you. Sincerely, Tadena S[redacted] Tadena S[redacted] Senior Counsel

(Revdex.com Copied from original document).Dear Ms. [redacted]Envision Insurance Company ("Envision") is in receipt of the letter from the Revdex.com ("Revdex.com") dated May 8, 2017. In the letter, the Revdex.com requested that Envision provide a response to a complaint received by the Revdex.com from [redacted]...

("Complainant"), where complainant stated that he never applied for benefits. Envision appreciates the opportunity to offer the following response to the Complaint:Envision offers a Medicare approved prescription drug plan ("PDP") called EnvisionRxPlus. For background, some Medicare-eligible individuals with limited resources and income may be able to receive a Low-Income Subsidy ("LIS") also known as Extra Help to pay for the costs related to their Medicare Part D plans such as monthly premiums, annual deductibles, and prescription co-payments. Medicare-eligible individuals who automatically qualify for Extra Help because they qualify for Medicare and full Medicaid benefits are then automatically enrolled into a Medicare PDP if they have not joined a plan on their own.Our records show that CMS automatically assigned Complainant to the EnvisionRxPlus plan in October 2015 with an effective date on January 1, 2016. At that time, Complainant was setup with an LIS level 2 which resulted in Complainant not having a premium. On September 9, 2016 and December 16, 2016, Envision received notification from CMS that the Complainant was losing his LIS Status effective December 31, 2016. Envision sent two letters to the Complainant informing him that his LIS status would change as the end of 2016 and recommended that he reapply for benefits with the Social Security Administration. Complainant should have also received a similar notification from CMS. Our records also indicate that Complainant had a Special Enrollment Period until March 31, 2017 in which complainant could disenroll from the EnvisionRxPlus and enroll in another plan of his choice. On January 6, 2017, complainant called envision and requested to be disenrolled from the EnvisionRXPlus plan. Our records do not indicate what the Customer Service Representative shared with Complainant but a request to be disenrolled must be placed in writing. Envision did not receive such a request. As a result, Complainant was billed $31.20 since January 2017. We have confirmed that the Complainant has never used the benefits under the EnvisionRxPlus Plan and that no claims have been paid. based on the foregoing, Envision will reach out to the member and process a disenrollment request which will disenroll the consumer from the plan on June 1, 2017. We will also write off any premiums billed to Complainant. The Complainant will not be able to get into another PDP plan until January 1, 2018 during the Annual Election Period beginning October 15, 2017.We hope that this letter provides the necessary clarity for the Revdex.com to close is file. If the Complainant has any further complaints, he may file such complaints with the EnvisionRxPlus plan over the phone or in writing consistent with CMS guidelines. Should you have any questions, please feel free to contact me via phone or via email. Thank you.Sincerely,Tadena S[redacted]Senior Counsel

(Revdex.com Copied from original document,)Dear Ms. [redacted]:Envision
Insurance Company (“Envision”) is in receipt of the letter from the RevDex.com (“Revdex.com”) dated and received on March 23, 2018. In the letter,
the Revdex.com requested that Envision provide a response to a complaint received by
the...

Revdex.com from [redacted] (“Complainant”), alleging that he contacted Envision’s
customer service department multiple times in an effort to obtain a proof of
coverage letter. Envision appreciates the opportunity to offer the following
response to the Complaint:Envision apologizes for any inconvenience in fulfilling Mr. [redacted]’s
request for a proof of coverage letter. On March 28, 2018, Envision mailed out
a proof of coverage letter to the Complainant.We hope that this
letter provides the necessary clarity for the Revdex.com to close its file. If the
member has any further complaints, he may file such complaints with the
EnvisionRxPlus plan over the phone or in writing consistent with CMS
guidelines. Should you have any questions, please feel free to contact me via
phone at [redacted] or via email at [redacted]. Thank you.Sincerely,Tadena S[redacted]

(Revdex.com Copied from original document.)Envision Insurance Company ("Envision") is in receipt of a letter from the Revdex.com ("Revdex.com") dated February 7, 2017. In the letter, the Revdex.com requested that Envision provide a response to a complaint received by the Revdex.com from [redacted] ("Complainant"),...

alleging that Complainant is being billed the incorrect amount for his monthly premium for his Medicare Part D Plan. Envision appreciates the opportunity to offer the following response to the Complaint:Envision offers a Medicare approved prescription drug plan ("PDP") called EnvisionRxPlus. For background, a plan's monthly premium may vary based on factors including but not limited to an individual's income and residential address.Our records show that Complainant enrolled in the EnvisionRxPlus plan with a start date of January 1, 2017. CMS records showed that Complainant was residing in Montana. Based on the foregoing, Envision billed the Complainant a the monthly premium of $52.70 which is the premium associated with the state listed in the CMS records. After receiving the bill, Complainant reached out to Envision and informed Envision that he resides in Washington and that the address listed in the CMS records is Complainant's vacation home. CMS records were updated to reflect the correct home address for Complainant. Envision then updated the monthly premium to $14.60 which is the monthly premium associated with a Washington address. Complainant's account was credited and now shows that no balance is due. on February 2, 2017, Envision reached out and left a voice message for Complainant to discuss his account. On February 6, 2017, Envision spoke to the Complainant and informed him of the updates with regards to his monthly premium. Given that we have resolved the issue with Complainant, we do not believe that there is any further action required on our part.We hope that this letter provides the necessary clarity for the Revdex.com to close its file. If the Complainant has any further complaints, he may file such complaints with the EnvisionRxPlus plan over the phone or in writing consistent with CMS guidelines. Should you have any questions, please feel free to contact me via phone at [redacted] or via email at [redacted]. Thank You.Sincerely,Tadena S[redacted]

Initial Business Response /* (1000, 16, 2016/04/12) */
April 12, 2016
RE: Revdex.com CASE#: [redacted]
To Whom It May Concern:
We are writing to address the issues in the above-referenced complaint submitted by the
complainant regarding her payment and not being able to speak with the accounting...

department.
EnvisionRx received her check written for the amount $33.40 on January 7, 2016. However, the
check was lost in the mail in transit to our bank for deposit. By letter dated February 22, 2016, we notified the complainant by sending a Notice of Data Breach that explained that the check had been lost and offered identity monitoring services. The letter explained that a credit had been issued for the amount of the check and no amount was due for the January premium.
Due to the timing of the discovery that the check was lost, her account was charged in February
for the January and February premiums. The credit issued for the lost check was applied to her
March premium and as of today, all monthly premiums are considered paid and no amount is
due.
In response to the member complaint regarding the accessibility of the accounting department by
phone, we apologize for any inconvenience to the member, but due to unexpected high call
volumes we were required to take messages and call members back. Unfortunately, we were not
able to reach the complainant on our 4 call back attempts. We are reviewing our staffing for
2017 with the intent of improving customer service during the busy first quarter of the year.
We would like to offer our sincere apologies to the complainant. Please relay to her that she can contact Susan Z[redacted] at [redacted] if she has any questions about the lost check incident or her premium account.
Sincerely,
EnvisionRx Plus

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.