Vision Service Plan

Dear Mr. [redacted]: I am writing in response to your complaint we received on 09/03/2014 from the Revdex.com. Please accept my apology for the poor service you experienced with VSP. We pride ourselves in providing world class customer service and your feedback is helpful in identifying areas...

of opportunity. Our records show your policy was terminated on 08/01/2014. After the review of all your information and taking in the fact that the benefits were not used during the eligibility period, we will make an exception to our cancelation policy and issue you a reimbursement for the premiums paid. A check in the amount of $90.00 has been mailed to your address on file. Please allow 7 to 10 business days for delivery. If we can be of any additional help to you now, or in the future, please contact us. For help seven days a week call our Customer Service Department at ###-###-#### or TDD: ###-###-#### (Monday through Friday 5:00 a.m. to 8:00 p.m., Saturday 7:00 a.m. to 8:00 p.m. and Sunday 7:00 a.m. to 7:00 p.m., Pacific Time). Sincerely, [redacted] Vision Service Plan Complaints, Appeals Processing Support Team Customer Care Department [redacted]

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.
I have received the entire out of pocket total from VSP.Thank you,[redacted]

Please confirm that I have a zero balance due to VSP and that there is no penalty or amount due, nor will I be sent to collections with any amount due because you cancelled my plan via Revdex.com. I am rejecting this response because: I am still receiving correspondence from VSP telling me to call and update my billing information. This is the email I received yesterday:  Member ID: [redacted]Dear [redacted],As a valued VSP® member, we want to inform you we were unable to process your recent payment for your VSP individual vision plan. Your coverage is in jeopardy of being cancelled.Please call us within 5 business days to update your payment information to avoid interruption of service and continue receiving great vision coverage.If payment is not received for any reason, VSP will cancel your coverage effective 30 days from your premium due date.You can reach us directly at [redacted] between 7:00 a.m. to 7:00 p.m. CST, Mondaythrough Friday.We look forward to continuing to provide you with the best care and service available!Sincerely,The VSP Team

I am rejecting this response because:This is not what my complaint was about. My complaint was that on 11/25/2014, a few days after my original complaint was settled, VSP again automatically deducted a payment from me; despite having submitted a payment for me on the day they gave me my refund for my original complaint. Confused? You're not the only one, but then this is VSP we are talking about here. That deduction is what I have been wanting to get back. I thought I was clear to everyone that this complaint was basically a repeat of what happened earlier, but that it it is a separate complaint. So, yes my original complaint is closed, however this one is not. I have a bank statement that reflects this additional payment from 11/25/2014. They [redacted] either give it back to me, or they [redacted] credit it to January's payment seeing as how I paid my monthly payment for December. I don't know how this got so confused, but, again, this is a separate complaint from my original one. I do remember writing in my email to the Revdex.com about this complaint that basically said to use my original complaint as a reference for this new one as the exact same thing had occurred. VSP has an extra payment from me that they shouldn't and this is completely mind blowing to me that I haven't gotten it back.Thank you,[redacted]

Our records show that the member has coverage under the VSP Individual Plan with an original effective date of May 1, 2016. Per the Terms & Conditions of the plan, cancellation requests are accepted within 30 days of the plan effective or renewal date and benefits must be unused....

According to our records, the member used the benefits for exam and materials on date of service May 3, 2016. I spoke with [redacted] from the VSP Direct Team that handles all billing and payment inquiries. She informed me that due to the situation a request for an exception was submitted by a Supervisor (Rose) to cancel the coverage effective October 1, 2016. Please note that cancellations cannot be requested retroactively. Should the request be accepted premiums will no longer be withdrawn and the member will receive email confirmation. The member may contact the VSP Direct Team for more information at [redacted] option 1 then option 3.

Thank you for bringing your concerns to our attention on December 17, 2014. We are sorry to learn that you were disappointed with your glasses and lab service. As we discussed, I approved a new frame. Please have your participating doctor call us for an authorization. This offer is valid for 60 days...

so please make arrangements to receive your new  services  in a timely manner. I apologize for any inconvenience you may have experienced. As an organization committed to member satisfaction, we sincerely appreciate your feedback. We 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. If 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 5:00 a m, to 8:00 p.m., Saturday 7:00 am. to 8:00 p.m. and Sunday 7:00 a.m. to 7:00 p.m., Pacific Time). You may also visit our Website at vsp.com for additional information regarding your vision benefits.

I am writing in response to the grievance your agency submitted on behalf of member [redacted] with regards to the reimbursement of her premium payments. As [redacted] indicated previously, [redacted]’s account was canceled with VSP Direct effective November 1, 2016. VSP Direct advised us that an $85.00 refund was requested and would be mailed directly to [redacted]. I was sorry to hear that she has not received this reimbursement check. I contacted VSP Direct and spoke with [redacted] who let me know that the $85.00 check was issued in February; however, [redacted] disputed the monthly premium payments with [redacted]. The case number for this dispute is [redacted]. This dispute was sent to VSP Direct and they immediately refunded the monthly premium payment amount of $17.00 but they also voided the $85.00 check out. A new check in the amount of $68.00 was requested and will be mailed out today. The $17.00 and $68.00 equal $85.00 which is the refund amount she was promised. This check is being mailed from Frisco, Texas so [redacted] will need to allow at least 10 days mailing time. If at that time she has not received the check she may wish to contact VSP Direct. They can be reached at [redacted]. I apologize for any inconvenience [redacted] has experienced as a result of this situation. Please feel free to contact me at [redacted] if you have any other questions. My office hours are Monday through Friday from 6:00 a.m. to 2:30 p.m., Pacific Time. Sincerely, [redacted]Complaint & Grievance Unit

I am writing in response to a grievance that VSP received from your agency on behalf of member Melody Carter regarding the request to cancel her vision care benefits. Thank you for bringing out member’s concerns to our attention and I am sorry to hear that she wishes to discontinue her coverage...

with VSP. On January 30, 2017, I spoke with [redacted] at the provider’s office who authorized the reversal on the member’s contact lens claim. This reversal was completed in our system within two days. I then contacted our VSP Direct Team on February 1, 2017 to request cancellation of Ms. [redacted] coverage. They were able to cancel the membership immediately on their end and it may take up to 5 business days for this information to reflect in VSP’s main data system. VSP Direct also initiated a refund of $27.08. This refund will be returned to Ms. [redacted] MasterCard account within the next 7-10 business days. There will also be no future billings charged to the member’s credit card. The member’s coverage is now in the process of being completely terminated and a refund is under way. If the member has any questions, she may contact our VSP Direct Team by calling [redacted] (Monday through Friday, 8:00 a.m. - 8:00 p.m. Eastern Time). She may select Option 1 then Option 3 and a representative will gladly assist her. Our sincere apologies to Ms. Carter for any misunderstanding that may have occurred. We appreciate the feedback you've shared as we strive to provide our members with a high level of service. Please feel free to contact me at [redacted] if you have any other questions.  My office hours are Monday through Friday 8:30 a.m. to 5:00 p.m., Pacific Time.   Sincerely,        [redacted] Complaints and Grievance Unit

I am rejecting this response because: The statements provided in the response from the business is not accurate. I agree to allowing me to use my benefits within 60 days due to the lack of follow up to me throughout the process and I've paid for benefits I've been unable to utilize. The business failed to mentioned that the grievance I filed with VSP on November 30, 2015 was not the first grievance. My first grievance with VSP was on September 30, 2015. I received a letter request on 10/1/15 advising my grievance was received and someone would follow up with me. I called into VSP as I did not hear from anyone within the 48 -72 hour time-frame and was told again someone would follow up with me. I sent another message to VSP through my VSP account on October 9, 2015. I then called a second time as I had not heard from anyone. I sent a third message on October 20, 2015 and received a letter by email advising my issue would be escalated and someone would follow up with me again. I continued to get the run around. I sent another message on December 2, 2015 and received a response on December 4, 2015 with the same story I was told several times before. After getting no where with contacting Target Optical and filing complaints with Target as well as VSP, I then contacted Revdex.com as no consumer should ever have to keep getting the run around from a eye care provider regarding benefits they paid for, regardless if I went to an out of network provider. I received a letter from VSP dated December 29, 2015 with the information above in their response, but I did not get an exam or contact lens that they mentioned in the letter as my exam is done through my health insurance provider.

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 1 month premium fee and cancellation of plan?Thank you for your time.

I am writing in response to the grievance that VSP’s Complaint and Appeals team received on 4/26/16 regarding the member listed below:Member name: [redacted]Member ID: [redacted]Research: [redacted]’s benefits have been cancelled and refunded. The April payment for $32.48 was refunded back to the credit...

card on file. That payment had paid for the month of May. Therefore, she is cancelled effective 5/1/16. [redacted] has been sent an email confirming the5/01/2016 cancellation date and that her refund request was approved.Please feel free to contact me at [redacted] if you have any other questions. My office hours are Monday through Friday from 8:30 a.m. to 5:00 p.m., Pacific Time.Sincerely,[redacted]
[redacted]
[redacted]

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 30 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 agreement. Billing 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]

Per Ebony at VSP Direct the plan was cancelled effective 3/1/15 as an exception and Kira was refunded $42.75 on 5/28/15. The plan premiums are charged a month ahead so the refund was for the March and April premiums. No additional payments were taken and the plan is inactive.

I am writing in response to complaint VSP's Complaint and Appeals Team received on May 14, 2015 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, 2014 and his [redacted]-Basic...

policy was termed as of January 1, 2015. 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 payments. I 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 questions. My office hours are Monday through Friday from 6:00 to 2:30 p.m., Pacific Time.

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 should I receive the check that has been cut a THIRD time.

I have heard back from VSP, but all they said was, to quote directly from the email:
"Good Morning! Thank you for contacting us. We have located the account and verified the refund request for $25.27 has been processed on 11/13/2014 for your payments that deducted on...

10/24/2014.  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 it. Again, VSP told me they would have it credited to my bank account within 10 business days. I've had refunds before from insurance companies and the previous refunds have always been credited on the exact day. In all honesty, this is beyond frustrating. I'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.

I talked with Shannon in our Client Services department and she indicated that the member's payment failed on10/15/14. The member called into VSP on 10/21/14 to make the payment and based on the way the paymentsystem is designed, an auto payment was also set up for 10/24; the representative he was talking with didn'tcancel the auto pay so the member was billed again on 10/24/14. A refund of $25.27 was made to the member'scard ending in 4362 on 11/13/14. If the member doesn't find this refund on his card he can send a dispute andbank statement that spans 11/12/14 ­ 11/15/14 to: VSP Client Admin MS 315 PO Box 997100 Sacramento, CA[redacted]Sent on: 11/25/2014 5:29:14 PM

Dear Complaint Dept.On April 30, 2015 I filed a complaint with the Revdex.com against VSP Vision Care of Rancho Cordova, Ca. I also advised VSP of my complaint.The next day VSP contacted me and promised to rectify the problem. They made my glasses immediately and shipped them to my...

optometrist. I am now in receipt of my glasses.Although I am not happy about their service prior to my making a complaint, I would like to cancel my complaint against VSP regarding this matter.Thank you,[redacted]
[redacted]
[redacted]H: ###-###-####C: ###-###-####PS: I hope all of the above is sufficient information for you to track down my complaint and cancel it so you can attend to more pressing complaints.

Please see attached letter. Thank you.

I am writing in response to a grievance that VSP's Complaint and Appeals Unit received on May 23, 2016 regarding [redacted].I apologize for the frustration Mr.[redacted] has experienced with the length of time VSP has taken to research and resolve his concerns. We strive to resolve complaints as quickly as...

possible. By submitting a formal complaint through our online grievance form VSP has 30 days to resolve a complaint. Prior to completing the form online we disclose this information and advised that our Customer Service Department may be reaches for immediate assistance.According to our records, we received an online grievance on 05/08/2016 and it was acknowledged via email on 05/11/2016. On 05/24/2016 we expedited the complaint and contacted [redacted]. The doctor's office was apologetic for Mr. [redacted]'s dissatisfaction and stated the glasses are now ready to be dispensed. In an effort to resolve the situation satisfactorily they are prepared to refund all out of pocket expenses for the glasses. Experiences such as these are not typical with a VSP doctor and in acknowledgement of this the doctor's office also voluntarily reinstated Mr. [redacted]'s benefits due to the delay and this situation. On 05/24/2016 a resolution letter was sent to Mr. [redacted] from [redacted]. advising him of the resolution to his complaint.Since it is our primary goal to provide a high level of service to our members, we sincerely appreciate it when situations such as these are brought to our attention. This enables us to evaluate areas for improvement and bring better future serivice.Please feel free to contact me at [redacted] if you have any other questions. My office hours are Monday through Friday 7:00 a.m to 3:30 p.m..Pacific Time.Sincerely,[redacted]Complaints & Grievance UnitCustomer Care Division