Complaints

• Initial Complaint

  02/11/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have tried for 3 days now to get help from customer service and I can't get the answers I need. The call today was 35 minutes, the girl did not know at all where I needed to go to order and when I asked for a supervisor, she became robotic and then hung up on me. What gives your company the right to waste 35 minutes of my life because your employees do not know their job, I am confused.

  Business response

  02/14/2025

  Thank you for letting us know about this issue. We always aim to give our members an amazing experience, and we're sorry we missed the ***** We've made changes to prevent this from happening again. If you have any more problems, please reach outwe're here to help! Thanks again, and we apologize for the inconvenience.

  Customer response

  02/14/2025

   
  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. I do wanna mention that even the person that called me from seeing health insurance to address the concern did not even know there was an OTC app that we could use. They need to be up to date on how their programs work and the options available to make them work, She did help me, and I figured the rest out for myself.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  11/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  After 2 years in the Special Needs Chronic Medical Advantage program through Zing Health, I discovered indirectly that I have been disenrolled. No notices, no emails, nothing sent out. And I have until Dec 7 to find a replacement plan, with no help from Zing offered. After calling into customer support, I was told that I was *not* disenrolled for 2025. Yet my ************ chat claimed they had received a notification that "You will be disenrolled from your ************* Advantage plan because of a relocation out of that plan's service area." I have not moved, nor have I thought of doing so. Finally, after being transferred to Sales at ****, the agent said they no longer sell coverage in ************, *******, and that I was *probably* being disenrolled for this reason. I went online to find news or information to support this, but only found that just 2 months ago, Zing had landed $140 million to expand coverage. No news about decreasing, shrinking, dropping clients. I find this treatment to be shocking, especially as we try to get to the bottom of my chronic health condition with the Zing and Oak Street Health teams.

  Business response

  11/26/2024

  Dear Mr. *********************** style="font-size: 0.875rem;">For 2025 Zing made the decision to no longer offer plans within ************, as a result of this decision is the reason you will be disenrolled from Zing on 12/31/24.  On 10/02/24 notices were mailed out to all enrollees affected by this change.  This notice informed enrollees that the plan they were currently enrolled in would no longer be available in 2025 and included instructions on how to enroll into another ******** Advantage plan for 2025.

   Zing apologizes for any inconvenience this may have caused you. Please reach out to us at ************** (TTY 711) from 8 am to 8 pm 7 days a week (from 10/01 03/31) if you have any further questions. 

  Customer response

  11/27/2024

   
  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.
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a HUGE warning regarding fraud on the part of Zing. I am my parent's caregiver. We were seeking the Nations Market meal plans. We called ******** only to be told that her plan does not participate. Ironically, after I inquiry directly with ******** (also fraudulent practices), my parent began to receive calls from ******** inquiring of meal plan options. One morning 3 calls came in back to back, but with 3 different 800 numbers. The calls kept disconnecting, but not prior to my parent stating yes, you are speaking to (her name). When I ad used my parent of the 3 different numbers, I called one, couldn't get through and blocked all numbers. We later received a package in the mail from Zing. I threw it away because it was junk. Mail came again, I called Zing and they notified of a plan number. I requested a supervisor/manager who informed that there was no record of myself or parent contacting them. I advised of fraud etc. I would receive 3 different calls advising they were zing. When I informed this was fraud, the representative hung up. Now in the meantime, I have been advised that my parents insurance has changed. Changed with authorization, again, they have NO record of us speaking with them. We would also later find out that ******** does not make outbound calls. Apparently, ******** is illegally selling persons information to their 3rd parties (HIPAA violation). I have been going back and forth with ******** who informed that "this happens all the time. They set it up so if you say yes to even verifying your name, they will use it as authorization." I inform ****** at ******** this is illegal and the only company aware of our inquiry was ********. Therefore, how did these companies get my parents cellphone number, pose as ********, have her name ade aware of the meal plan inquiry. ****** had the audacity to inform of 30 day investigation! This is sickening to know the failure of protection ******** has and I was compelled to tell this truth.

  Business response

  04/04/2024

  Dear Ms. ****************** style="font-size: 0.875rem;">Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), We are unable to respond directly to the Better Business Bureau regarding your concerns.  Since you provided a description of the issue we will be responding directly to the enrollee.  Should you have any questions or comments, please feel free to reach out to Zing at ************** or via email at ********************************************.

  Sincerely,

  Compliance Department at Zing Health.

  Customer response

  04/05/2024

   
  Complaint: 21452829
  
  I am rejecting this response because:

  Zing takes advantage of elderly people and have fraudulent/ghetto practices. The fraudulent activity was confronted on 3/7/2024, and the representative failed to disenroll the fraudulent enrollment. This was verified by a ZING representative, who actually did the job of disenrolling the FRAUDULENT enrollment. Each female representative who has phoned has been ghetto and unprofessional. My family would NEVER sign with a company named ZING BLING I'm sure from the south side of *******. They will never speak to my Mother nor myself. I pray they go out of business and are exposed for their unprofessionalism and ghettoism!

  
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In November of 2022 I was inquiring about supplement to my ******** with Zing Health. I never signed any documents or approved any changes to Zing Health care. My son-in-law called to ensure that I was not to be signed up with ***************. In January of 2023 I received a bill from ZING stating I owed them $645,00, My son-in-law called once again, with me on the phone. We were told as of 12/31/2022 I was no longer enrolled with Zing Health. We were also told that we should ignore the bill, as ZING Health should not have processed / sent any bills. Again, in March of 2023 another bill was sent, and again my son-in-law called, and was told the same thing as in January 2023, "....as of 12/31/2022 I was no longer enrolled with Zing Health. We were told that we should ignore the bill, as ZING Health should not have processed / sent any bills..." It was stated that ZING Health has multiple departments and billing was not aware of my cancelation in 12/31/2022. As of this past October I received another harassing letter stating I had a Balance Due of $709.00. This needs to be stopped immediately! I never signed up with ZING Health.

  Business response

  05/29/2024

  Zings investigation into the BBB complaint made by *************** determined the following:
  
  The amount of $645 mentioned in the complaint concerns Ms.Caranis Late Enrollment Penalty (LEP). 
  

  The Late Enrollment Penalty is an amount added to a ******** beneficiaries monthly ******** drug plan (Part D) premium for as long as they have ******** prescription drug coverage.  *************** case she did not have ******** prescription drug coverage for a total of 197 months (as of December 2022). This penalty is required by law and is designed to encourage people to enroll in a ******** drug plan when they are first eligible or keep other prescription drug coverage that meets ********s minimum standard.
  

  The statement that was included with the BBB complaint by **************** is the Late Enrollment Penalty (LEP) amount owed to CMS.  In the document the following statement is included:
  You are receiving a premium notice because you have a premium due, as show in the description above, if you have a *********** Enrollment Penalty (LEP) assessed by ********, it is shown in the description above.
  In October of 2022 a letter was sent to **************** regarding her Late Enrollment Penalty including instructions and documentation for a reconsideration of the Late Enrollment Penalty decision. 
  In May of 2023 a follow up letter was sent to **************** concerning her LEP as we did not hear back or receive any documentation to assist with her LEP reconsideration.
  

  Unfortunately, this penalty is assessed by ******** and not Zing and is a requirement per the guidance of the Centers for ******** and ******** Services.  I have included both letters as reference with this response. 

  **************** is no longer effective with Zing as she was disenrolled on 01/01/23 and should no longer receive these statements.  Any statements she should receive should be disregarded as she is no longer enrolled into Zing.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩