Cigna through Marketplace

My mom has Cigna insurance through marketplace and has been running into this issue for the past 6 months, so I'm posting on her behalf to see if anyone else has dealt with this and has any advice.

From what I understand, marketplace is paying her monthly statement and she does not need to pay anything to Cigna. BUT, Cigna has been marking her as delinquent for not paying (even though she's confirmed with marketplace that they have paid and she owes nothing). It's causing Cigna to hold off on sending payment to her doctors because they think she hasn't been making her payments. She has a lot of health issues and sees several doctors regularly, so she's having to call Cigna and marketplace almost every time she has an appointment. Every time she calls Cigna, they tell her they received the payment from marketplace and that they will correct it for the next month but they never do. She's worried that it has begun to affect her credit score.

Has anyone experienced this and know what to do with Cigna to get them to stop thinking she owes them money even when her statement is $0.00?

TIA

submitted by /u/CaterpillarBroad3750
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