Complaints

• Initial Complaint

  01/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  I attempted to apply for life insurance through my bank. I was told that my premium would increase because of prescriptions found on my consumer report. I was shocked because I've never been diagnosed from any medical professional in my entire 28 years of living for anything at all. I requested to obtain the report and was direct to Milliman Intelliscript ************************ I was only provided the option to contact them through email because they do not pick up phone calls return or return voicemails. They replied to my email and asked I confirm my identity with my SSN to request my report. Shortly after verifying my identity, they emailed my report which included a long PDF (same PDF attached to this report) that lists hospital visits and medical check ins to places I've never visited in my life. I quickly emailed Milliman Intelliscript to dispute this as fraud. They only provided the option to me that I contact individually every medical company listed on my report and ask them to email me a letter confirming the information was false. I contact many of the numbers on the report, which were out of service contacts and others were representatives who claimed over the phone they could not find me in the database. The medical company's I could connect with, requested they draft a letter confirming I'm not in the database so I could provide it to Milliman Intelliscript . My calls were escalated up to chain of command, yet no letter or email response. I email updated, Milliman Intelliscript the listed companies are not complying with the rules to resolve the dispute for my incorrect and fradulent consumer report. Milliman never replied back too my email and has allowed the fraudulent consumer report to continue to sit under my name, *******************************. For reference, please see two attachments to this form. One, filed police report. Two, email thread of tractional messages between Milliman and I. Three, the actual fraud consumer report.

  Business response

  01/18/2024

  Milliman IntelliScript received a request for this report on 08/15/2022 and delivered this on the same day to the requested email address.  We received a communication from the consumer on 08/17/2022 indicating that they wished to dispute inaccurate information in the report, but without itemized details.  Our team responded on the same day with formal instructions which explained how to dispute with Milliman and asking for a list of inaccurate items.  There was no response to this request.  On 03/01/2023, we received a second request from the consumer for a report and sent the most recent report in our files.  We then received a communication from the consumer again indicating there was inaccurate information, but not detailing specific items.  Our team responded again the same day with another explanation of how to initiate a dispute with Milliman.  There was no response to this second request.  On 01/10/2024, the consumer sent another email which reopened our communication.  Our team responded by personally calling the consumer and explaining how to begin a dispute.  We followed up with an email which confirms the process.  We will continue to work with the consumer until the dispute is resolved under FCRA guidelines.  The consumer is aware they may contact a direct representative for the remainder of this process.

  Customer response

  01/19/2024

  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, details of the offer I reviewed appear below.
  
  [Hello, please see attachment to this message. The attached picture is a screenshot of the last day Milliman contacted me. I was told they would conduct an investigation and I replied to them with the follow, "  Hello *******, As I previously stated in this exact same email thread, you continue to repeat the same copy and paste regurgitated macro of instructions as the only option to solve this issue. Regardless of me repeatedly stating physicians and providers with valid contact information are not complying with my request for documentation/letter stating the items do not belong to me. I voiced the exact same statement over the phone earlier today when you finally returned my call after not replying to my original voicemail and email almost over a year and a half ago. In total I've repeated myself about six times. If you don't remember, please re-read this entire email thread. 

  
  

  You are for the first time mentioning a HIPAA-compliant authorization. The unnecessary unprofessional and violation of identity with minor assistance to this issue for over a year has caused me tremendous stress and you continue to ask me to do your job, this is fraud. Milliman needs to fix its system and consider a new method for their dispute process. I also mentioned that this situation has escalated and is no longer in my hands, so if you choose to finally do your job, the choice is yours. Thank you for finally replying to my email. 

  
  

  Chelsea M"

   

  Since this message was sent in reply to the attached screenshot. No further notice or solution has been completed. Milliman has yet to follow up on the duties they set to execute and reply to my email with an update. 

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

  Business response

  01/24/2024

  Milliman IntelliScript has escalated this case to its senior Operations leadership for resolution.  Our leadership has left voicemails for the consumer on the afternoons of 1/17, 1/18, and 1/19,with no response.  We also followed up with an email message explaining that we are dedicated to resolving the dispute, and we need active communication and participation in order to do so.  Milliman awaits a response from the consumer at this time and is ready to help and resolve concerns promptly.

  Customer response

  01/27/2024

  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, details of the offer I reviewed appear below.
  
  [Hello,

  Another representative by the name of ****** reached out 1/25 stating the same message as the first representative ******* from 1/18. I again, restated my point for the seventh time and they offered the same help, but nothing has changed or come to a resolution. So far, only regurgitated helpdesk macros. A reply was sent 1/27 from me to ******. Please see screenshot

   

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

  Business response

  01/30/2024

  Milliman IntelliScript continues to work directly with the consumer to resolve her dispute within the guidelines regulated by the Fair Credit Reporting Act. We will provide a final update when the case has been completed.

  Customer response

  02/02/2024

  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, details of the offer I reviewed appear below.
  
  [I am 3 days and counting waiting for a completion of this issue. I provided all required information as well as previous phone calls, emails and voicemails. Correspondence to this process is still pending and has not yet reached a solution .]
  
  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. ↩