Complaints

• Initial Complaint

  04/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Despite having ample information as suggested by the *** On their website. My claim for therapy costs for treatment of a disabled veteran who had documented PTSD and treatment for it, anxiety and depression in the form of a letter, payments made, and the confirmation diagnosis from the ******** **************. ALl of this documentation is acceptable to the ***. But, chard snyder still denied to the tune of $1800 and it is too late to provide any further information. My therapist doesn't use insurance and doesn't provide super bills. She will now for us becuase of this loss. However, her contact infromation, signature, and treatment plan and diagnosis outlined in the letter were all they needed. They still denied the claim. They provide misinformation all the time. They deny appropriate claims all the time. They are arbitrary in approval. They are a mess.

  Business response

  06/04/2024

  
  BBB Complaint #********
  Complainant Name ***** *****
  
  
  Chard Snyder appreciates the opportunity to respond to this participant’s complaint. Chard places the
  utmost importance on customer service. It is our goal to provide high quality customer service while at
  the same time ensuring plan compliance. We understand that the various regulatory requirements can be
  confusing and are often frustrating to participants and their family members. We do our best to try to
  simplify and streamline the process to make it easier.
  The plan in which this participant is enrolled is an employer-sponsored plan governed by IRS regulations
  and plan rules as defined in the employer’s plan documentation. Chard provides administrative services
  on behalf of employers pursuant to service contracts with the employer.
  
  IRS rules governing the account require that all claims be substantiated. The IRS requires that the
  documentation include the provider or merchant name, the date the service was incurred, the type of
  service, the cost of the service, and, when there is insurance, the amount insurance has paid. An
  Explanation of Benefits (EOB) from the insurance carrier would provide this required information. A
  receipt alone generally does not meet IRS requirements. Medical expenses are incurred when the
  employee (or the employee’s spouse or dependent) is provided with the medical care that gives rise to the
  expense, and not when the employee is formally billed, charged for, or pays for the medical care.
  
  According to the employer’s plan design, the final date to incur expenses (final service date) was
  December 31, 2021. The final date to submit eligible expenses (final filing date) was April 18, 2023. As
  the final filing date for this plan has passed, Chard is no longer able to accept requests for the 2021 plan
  year.
  In accordance with IRS rules, any funds that may remain in a participant’s account after the end of the
  plan year are forfeited to the employer-sponsored plan and are not retained by Chard.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have $1550.92 direct deposited from my state pension check to Chard-Snyder for family health coverage, and have been paying them directly since October 2020. The company cancelled my wife and daughters health coverage in March retroactive to January 1, 2024 claiming the premium hasn't been applied from the pension check. Numerous phone calls reinstated the health insurance but the company is again getting ready to send a termination of coverage letter saying they haven't been paid. My wife and daughters account number is *******, mine is *******. Mine also has the incorrect amount taken out for the premium and shows a balance due, as does theirs. Numerous additional calls from myself and the administrator for ******* County where I'm retired from have not rectified the situation, and if it's not fixed soon, their insurance will be terminated again. The administrator for ******* County said it looked like the account may have been changed from direct deposit to pay by check, however I never changed anything, and the $1550.92 is coming out of the pension check, so where has the money gone. It is impossible to contact the administrator for ******* County at Chard-Snyder, Haley (or Devon) to get an explanation. The people answering the phones when I call in say someone is working on it and it's being escalated. Even the administrator for Human Resources at ******* County can't contact Haley by phone, only email. This issue started on March 25th and it's now April 16th and it's still not fixed. Per the administrator at Human Resources for ******* County, several others have had a similar issue with Chard-Snyder recently.

  Business response

  05/20/2024

  BBB Complaint # ******** 
  *** ******* 
   
   
  Chard Snyder appreciates the opportunity to respond to this participant’s complaint. It is our goal to 
  provide high quality customer service while at the same time ensuring plan compliance.  
   
  Chard is a third party administrator that provides Retiree administrative services on behalf of employers 
  pursuant to service contracts with employers. Chard is not an insurance carrier and does not have 
  access to or control of the records or processes of insurance carriers.  
   
  Chard did not receive the participant’s March 2024 premium within the grace period allowed and the 
  spouse’s COBRA was terminated effective February 29, 2024.  Chard mailed the participant on April 13, 
  2024 a Notice of Termination of Billing Coverage indicating a termination date of February 29, 2024.   
   
  Chard received the participants payment from a third-party. As the participants Retiree account was in a 
  terminated status at the time, the check could not immediately be applied but was reviewed by our 
  processing center to determine if the payment could be accepted. It was determined that the 
  participants payment could be accepted and it was applied to the account on May 1, 2024. This payment 
  satisfied the participant’s April 2024 premium in full.   
   
  The participant’s plans have been reinstated with a paid through date of April 30, 2024.  
   
  The participant may contact our Participant Services team with any questions. 

  Customer response

  05/21/2024

  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. However the facts are not exactly correct. We realized the insurance had been cancelled on March 25, 2024 when my wife tried to pick up a prescription and she was told she had no insurance. When I called them I was advised by Chard Snyder the insurance was retroactively terminated back to January 31st and the letter I received advising the insurance had been terminated was received by me on March 25, 2024. It was dated March 15, 2024. Another letter dated April 13, 2024 saying the insurance was again going to be terminated was received, but I was told not to worry about it because the issue was in the process of being fixed. The premium is paid by a state pension check deduction, there should be no reason for the insurance to have been terminated. Every retired employee from my county who contracts with Chard Snyder for insurance, who has their premium deducted from their pension check, is sent to Chard Snyder in one lump sum every month. By direct deposit to them per the state retirement system. Why they couldn't seem to find my money is unacceptable. I have been paying by direct deposit since October 2020. The issue is fixed for now, after many phone calls between March 25 and May 2, 2024. The insurance has been reinstated, and the resolution is satisfactory.
  
  Regards,
  
  *** *******
  

• Initial Complaint

  04/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were told the insurance that we would receive would be effective immediately. Once paid, we were told that it would be two weeks until the insurance would take effect. Two weeks that we need the insurance we were promised. I want a refund immediately for services we are not receiving. Every time we have called, we have gotten the run around by the company. Every. Time.

  Business response

  04/16/2024

  We cannot investigate this complaint further without more information:

  Is *** ******* receiving COBRA or benefit services?

  Who is her former employer or spouse's former employer?
  

  Who is the insurance carrier?

• Initial Complaint

  04/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Chard Snyder refuses to help people with chronic health conditions and makes it incredibly difficult financially for them, which I believe is purposeful and targeted discrimination. Despite being in appeals with both their internal customer service and my HR, they have ignored both and suspended my FSA account without due process. Two different charges from a sleep study and sleep medical provider, totalling several hundred dollars (I now can't see how much, as they deleted my account conveniently, but both charges were at least $300) were denied immediately despite having several itemized receipts, EOB's, and everything else that was requested. They did not make it clear if there was a different EOB for durable medical equipment, nor did they explain anything beyond one claim not yet being processed by my insurance (they didn't tell me which one). The two claims were eventually denied and they demanded repayment. Comfused, I called the sleep study office and DME provider and requested itemized receipts, which were then emailed to Chard Snyder's customer support. I was then ghosted for two months by their customer support team after being told they would appeal it with the new information. Confused, I attempted to add EOB's, but even the EOB's charges are confusing and almost seemed like they might not be correct, but it was all I had for the date range Chard Snyder was demanding repeatedly. No further help or information was ever provided to me by Chard Snyder, my account was simply closed and cancelled despite me ASKING for help. This is my last ditch effort to get some help before I go to the ******* State Attorney General and advise my HR that Chard Snyder is discriminatory against those who work full time and have chronic medical conditions that require specialty care and struggle with the clearly precise details that they expect. This is no way to do business, and Chard Snyder should be shut down for attempting to make money off chronically ill people.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Chard Synder was handling my insurance payments while I was disabled at ******** ****** and took out $248.16 a month which they also took a extra payment they were suppose to reimburse me. They wouldn't credit my account at the time but said they have to wait a month to issue a check which was 2 years ago. Somehow we have never received the check that they supposedly issued and it's been 2 years since they claimed they did. I don't know why they just didn't credit our account at the time. They sent me an email saying check hasn't been cashed and since we have chanded banks from **** ** ******* to *** bank of which I will not give my info over the phone or mail. I asked them to send a check out their response was we don't have any checks for that account. Please step in and resolve this matter for us they have our address and there is no reason the couldn't issue another check. I seriously don't think they ever sent us a check and we almost forgot about this. Her name is Gina W****** ###-###-####

  Business response

  02/05/2024

  Chard Snyder conducted an investigation of the complaint for *** ****.

  Our discovery was check # ***** for $248.16 mailed on 7/15/22 had not been cashed by the recipient.

  *** **** spoke with a member of our payment processing team who offered an ACH transaction but he requested a check instead.

  The check #***** was voided from the original bank and funds were transferred to a new account from which to issue cash reimbursements in the form of check.  This was completed on 2/5/24.  *** **** will be refunded his payment via paper check. Please allow 30 days for payment processing.

  Business response

  02/06/2024

  The check runs are weekly and a check should be issued the week of February 12, 2024. No check number or print date is available at the time of this response.

  An ACH was offered to make refund more expedient, but that option is not available once a check is ordered.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Chard Snyder (CS) is the ***** plan administrator for our vision care insurance with ***. We have paid CS monthly premiums for *** for the last 6 months, and when my husband visited our eye doctor recently we were told that *** did not recognize us as a client. We have now called CS four separate times to resolve the matter. Each time were told they were fixing it, a manager would call us, etc. etc. Still *** has had no contact from CS and we have no vision insurance after paying 6 months of premiums to CS.

  Business response

  08/28/2023

  We apologize for your frustration, *****.  We are investigating your account, and our team will reach out to you with more information soon. 

  Business response

  08/29/2023

  Our customer service team manager Michelle ****** has already called ***** and provided an update.  We are awaiting further confirmation from *** that the coverage will be reinstated back to 1/28/23. We will confirm with ***** once we have a final update from ***.

  Customer response

  08/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  i would like a full refund of premiums paid.  We do not wish to continue doing business with this company and will seek another provider.
  
  Regards,
  
  ***** *******
  

  Business response

  09/06/2023

  We have gained approval from both the employer and *** to retroactively terminate the *** coverage and issue a refund.
  
  We are working to expedite the refund.
  
  Customer Service has contacted ***** to update her on the status.
  
  We informed ***** we would call her back one we have confirmation the refund is sent.

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I set up monthly auto payments with Chard Snyder as my ***** medical insurance administrator. They've been auto debiting my account every single month on the 5th of the month. In April & May, Chard Snyder neglected to auto debit my checking account. This failure by Chard Snyder to debit my account was completely unbeknownst to me, who had set up auto debits for the remainder of my ***** contract through March 31 of 2024. There was no communication from Chard Snyder that they neglected to process my auto debits. The only way I found out was that I received an Explanation of Benefits from a medical provider stating that my medical insurance policy was not active. I believed this to be a mistake and called Chard Snyder today. Only then did I learn that my ***** health insurance (which I rely on) had been retroactively terminated as of June 1 for non-payment! I haven't even received a letter of termination from Chard Snyder! I told Chard Snyder's rep that there was no way I haven't paid because I'm set up for auto-debit. Chard Snyder's rep told me that I could file an appeal but that it would take 60 days. I cannot be WITHOUT medical insurance (very expensive insurance) for 60 days due to Chard Snyder's own wrongful termination of my ***** benefits when they neglected to auto-debit my account. My ***** benefits need to be reinstated immediately! I have medical appointments coming up that I've waited over 6 months for. To cancel these appointments and wait another 6 months could put my health in jeopardy and going WITHOUT medical insurance for 60 days is ridiculously risky. In fact, I noticed another BBB complaint dated 2/6/23 in which Chard Snyder neglected to auto debit and then canceled the account of another customer. I'm beginning to wonder if this is done purposefully in bad faith. I need an IMMEDIATE resolution! Reinstate my ***** insurance effective immediately so I'm not forced to open a case with the Superintendent of Insurance at the State Office.

  Business response

  06/16/2023

  We apologize for your frustration, ******.  We have investigated your account and a manager will contact you to help resolve your issue. Thank you.

• Initial Complaint

  03/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In the app and website, the details state the last service date for account in grace period is 3/15/2023. It states the last date to file is 3/31/2023. I had unknown copays due from my daughter’s counseling appointments, all of which were before the last service date. I paid those using my FSA account before 3/31/2023. The 16 payments totaling over $500 came out of my new account period and didn’t touch the $481 in the account in grace period. This was on 3/20/2023. I called to have it corrected and was told it has to be a clam and can’t use the FSA card. The information provided from Chard Snyder doesn’t specify any difference. It just provides the dates. So, I’m out $481 from a poorly ran business that should be helping and supporting its consumers. I’ve had many issues with them in the past and the services are horrible. I’m tired of every time have to call them knowing it’s going to be a horrible experience and a complete waste of my time. I’m about to tell by employer to just stop putting my money in that nonfunctional business.

  Business response

  04/10/2023

  We apologize for your frustration, *******. We are investigating your account. A team member will call you soon to get more information and work to help you resolve this issue. Thank you. 

  Customer response

  04/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  The response was only advising they are looking into the complaint. The option to accept seems as a means of stating that I am satisfied with the situation when nothing has been resolved yet.  

  
  Regards,
  
  ******* ********
  

  Business response

  04/10/2023

  Our Participant Services Manager Kirill L**** called and spoke with ******* today to explain next steps for his claims. ******* is sending Kirill documentation to verify the service dates so that appropriate claims can be applied to the previous year's funds. Once this happens we can provide another update. Thank you.

  Customer response

  04/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  I did receive a call and emailed the receipt/bill for the services in question yesterday. As of now, I have not heard back and no change to the situation. I do accept the correction to the account funds, but not until it’s actually corrected. 

  Regards,
  
  ******* ********
  

  Business response

  04/12/2023

  We received the documents from ******* and moved the submitted claims to the appropriate years. The account balance for 2023 has been corrected. ******* responded to an email from our team member Kirill L**** with this information on April 11 and stated this was his only issue and thanked us for the correction. If there is an additional issue, ******* can contact Kirill directly for further assistance.  Thank you. 

  Customer response

  04/13/2023

  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. 
  
  Regards,
  
  ******* ********
  

• Initial Complaint

  02/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Beginning 9/1/2022, Chard Snyder, administrator for ***** ****** medical insurance has erroneously billed and applied payments inaccurately. This led to them choosing to terminate my policy without any notice. I found out when I attempted to order and pick up needed medicines from pharmacies. I was billed $0 in both Sept and Oct 2022. I reached out to question this in Nov 2022, as a large balance appeared with no explanation. All bills were paid using online platform, where all billing and payment occurred until Nov 2022. Paper bills began after that. My multiple messages/questions were ignored until I received a message in late Dec 2022 stating that the issue had been resolved. Rick C***, the rep handling my account, was made aware of the issues, and never explained anything. He simply said I owe thousands of dollars, even though I paid every month as billed. I spent most of Feb 2023 with no coverage available, couldn’t get needed meds or see my drs. I reached out daily to Rick C*** and often to ******, who said Chard Snyder had terminated and not reinstated the policy. I have asked for adjusted accurate billing to account for the time that no coverage was provided, and I have been told that nothing will be done. My policy was just reinstated today, 2/24/23. Bills paid as billed for 11/22-1/23 were applied to the months that were billed at $0. All bills were paid as requested from Chard, and then they terminated coverage without notice, taking weeks to reinstate it. When I paid the Feb 2023 bill online ( even though there was no active policy at the time) it appeared to process it, but I eventually found that it was rejected after I was accused of not actually having paid it by Rick C***. Why are health care providers able to bill for services not provided? Bill and apply payments inaccurately? Ignore customer contacts? After reading other complaints, this seems like a plan rather than a mistake by CS!

  Business response

  03/01/2023

  We apologize for your frustration, *******. We have investigated your account and one of our team managers will call you today to discuss our findings and resolution with you.

  Customer response

  03/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******* *****

  Has the company addressed the issues of this dispute?  No
       * If not, why? A customer service rep called yesterday and was quite clear that there was nothing at all that would be done, and if the requested upcoming payment was not made that the policy would be terminated. She stated that she understood that were weeks that my policy could not be used but that the full payment for that period must be paid. I also had to pay for the months that I was billed $0 for. She said that they could not post date payments, yet that’s exactly what they did after they decided to change my billing retroactively in Nov. I asked to escalate the issue and was told that there was no one else to speak to and I was eventually hung up on intentionally. This was all by phone. I’ve received no response to the many emails and online platform messages sent, only in Dec that the issues had been resolved. 
  I again asked yesterday why my policy was terminated without notice of any kind. She boldly denied that and said a Notice of Expiration had been mailed in Jan and she was sorry if it had been lost. I did receive a Notice of Expiration then which had absolutely nothing to do with these issues. It was notifying me that the end of my ***** qualifying period is in June 2023. She knew that and chose to try to mislead. 
       * If an offer of resolution was made, has the company fulfilled the proposed offer? 
  

  Business response

  03/08/2023

  Our ***** department manager spoke with *** ***** on 3/7 and we agreed on an approach to resolve this issue. We will follow up with *** ***** in writing via email soon with final details. Thank you.

• Initial Complaint

  02/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I set up monthly auto payments through my bank as soon as my ***** coverage by this company began in August of 2022. All of my monthly auto payments went through up through October 2022. Sometime in November, the autopayments stopped being accepted by Chard Snyder. There was no error or change on my end or through my bank, as I have confirmed this with them. I was not informed that this happened or that I owed back pay in any form by Chard Snyder, despite them having all of my contact info (address, phone, email). I was subsequently dropped by Chard Snyder which I was also never was informed about. I only discovered it on my own this January, 2023, when my doctor asked about us not having any coverage. I have been trying to get reinstated since January 23, calling their customer service center, and making requests to be allowed to back pay and get my insurance back. Each time they told me it would be corrected within 48 hours. They have notes on all my exchanges in their customer service files. Each time I asked to speak with a manager and was told there wasn't anyone available and there was no person I could contact higher up. In the meantime, we have had to cancel and/or cannot pay for important medical appointments that were on our calendar for months, and are very necessary for our health, including endoscopy procedures, and heart medications that my spouse must have but we can't afford out of pocket. I am getting nowhere with this company and it's creating a medical situation that is unsafe. Please help.

  Business response

  02/09/2023

  We are sorry for your frustration, ********.  We are actively investigating your account now and working to reinstate your coverage. A manager will call you soon to confirm and answer any questions you may have.  Thank you. 

  Customer response

  02/15/2023

  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. 
  
  Regards,
  
  ******** **********
  

*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. ↩