ComplaintsforMolina Healthcare Of Utah

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Molina was great to work with at the beginning. They covered what they said they would and we had no issues. It wasn't until I updated my maiden name to my married name that things got complicated. This was in April of 2021 when the government marketplace had an open enrollment period because of Covid-19. My husband and I changed from the Core Bronze 4 plan to the Constant Care Silver 1250 + Vision plan and updated my last name from ******* to ********. We paid $187.52 every month for this new plan and always made our payments on time using the Molina app. We received a letter (see document attached - Molina 3) from Molina in August saying that our coverage had terminated on July 31, 2021. I called Molina because I knew we were up to date with payments. The representative assured me that everything looked fine in their system and suggested I call the Marketplace to see why they ended coverage. I called the Marketplace. The representative there told me everything was active and we should still have an active plan. Long story short, 5 long phone calls later, I finally figured out that Molina never terminated the Core Bronze 4 plan and our payments went to that old plan under the name ***** *******. Their system showed that we never paid for our new plan (Constant Care Silver 1250 + Vision) under the name ***** ********. I included the documents that show Molina contacting me in both the name ***** ******* and ***** ********. I was pregnant and stunned at the situation. What should I do? Our baby was due in October and Molina said that to have coverage, we had to pay for both plans. I contacted the Marketplace again. They did a 3-way call with Molina who promised everything would be resolved. However, it never was. In the end, I paid out-of-pocket to have my baby's birth because Molina said I wasn't covered. This is the opposite of what a government plan is designed to do. My request to Molina and to the Marketplace is to work together. Molina please resolve this.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I contacted Molina Medicare by phone on 8/2/22 and spoke to a nurse to complete an assessment to be qualified for supplemental benefits. The nurse recommended that I speak to Interdisciplinary Care Team. The nurse transferred me to member services to ask for the Interdisciplinary Care Team. The call got disconnected while the nurse was transferring me. I called Molina Member Services and asked the representative to transfer me to Interdisciplinary Care Team; the representative transferred me to the wrong department. I disconnected the call and dialed again. This time I got another representative that told me she was not familiar with the Interdisciplinary Care Team. The representative was rude, interrupting while I as talking, and abruptly put me on hold. I called member services and spoke to another representative. I asked the representative to open a case and file a grievance.

  Business response

  08/10/2022

  Thank you for contacting Utah-DSNP. The Appeals and Grievances Unit has received your grievance. The following was included in the letter we sent you on August 4, 2022.

  Here at Molina we take your concerns very seriously and appreciate your feedback. We strive continuously to improve the service that you receive as being part of the Molina family.

  This is a description of our review of your concern:

  We looked into your grievance and found you were looking for in-network Pharmacies. Please find the list below with pharmacies within 2 miles of your zip code.
  

  Additionally, your complaint will be kept on file for tracking and trending purposes so that we may improve our customer service to better your experience with us.

  Smiths Pharmacy
  Kent's Pharmacy
  Walmart Pharmacy

  Customer response

  08/10/2022

   
  Complaint: ********
  
  I am rejecting this response because: my complaint does not mention a pharmacy issue. Please read the complaint carefully.
  
  Sincerely,
  *** ********
  

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