Ambetter deleted all of my reward points for no reason.
Per the group rules, my age is 51, state is MS, and gross income is 38,000.
So Ambetter has this program called My Health Pays rewards, where you complete activities to get points that are redeemable for Visa gift cards, in increments of $25, to be used to pay for health expenses.
I had 291 points accumulated, and then the next day, the points were all gone. My balance was zero.
The website very clearly says that points roll over from year to year as long as you remain covered by Ambetter. I've been covered by them for 7 years. My coverage did not lapse, so there was NO reason for them to delete my points.
My transaction history has an entry labeled "account closeout, -291 points" on 9/1.
So I use the "contact us" form and ask why my points were taken away. I got a canned email saying that I need to call Ambetter.
I actually called them twice. They were absolutely useless each time. Here are my conversations with them:
"Hi. I had 291 points on my My Health Pays rewards account, and the amount was reset to zero. Why?"
Um, it shows that you have 52 points.
"Yes, those were earned today. But I had 291 points before, and it was back to zero before I got those 52 points. Where are my 291 points?"
Um, it shows that your prepaid Visa card has a balance of $44.
"That's very nice, but I had 291 points that were reset to zero, and I want to know why.
"Um, try calling this number. 1 800 WTF WTAF. They will be able to give you the last 5 transactions. Now please take a survey and tell them I gave you excellent customer service!
(Call the number. It just tells me what my card balance is. I knew that already)
(Find the transaction list, shows that on 9/1 there was an "account closeout" and 291 points were deducted back to zero, call again)
"Hi, I checked my transaction history and on 9/1, 291 points were deducted. Why?"
Um, it looks like you called yesterday.
"Yes, I did call yesterday. But since then, I found this on my transaction history, where 291 points were deducted and my account was reset to zero. Why?"
Um, they gave you a number to call yesterday.
"That number was useless. It just told me my card balance, which has nothing to do with why you deducted 291 points from my account on 9/1.
"Um, I'm showing that you have 52 points.
(yes, we went through this song and dance yesterday)
"Yes, but I earned those points after the 291 points were taken off my account. Why were they taken off?"
Um, I'm showing that your card balance is $44.
"That has NOTHING TO DO with it. 291 points were deducted from my account on 9/1, and that has nothing to do with my card balance. Why were the points deducted from my account?"
You need to go on the website and click on Contact Us.
"I did that already and they said I had to call you."
Oh, well please go to that website and click on Contact Us and you will get a response within 72 business hours.
"But when I did that already, they said I had to call you."
Oh but please do it again and you will get a response within 72 hours.
(end of conversation)
So their response is "Well when your coverage is terminated, you forfeit your points, and you don't get those points back. Call Ambetter to discuss new coverage options."
MY COVERAGE NEVER TERMINATED!
I was even able to earn 52 points AFTER my points reset to zero. That's because my coverage never terminated.
So since I was getting nowhere with them, I contacted the state insurance commissioner, on the grounds of "misrepresentation of sales" (since allegedly the points never expire until after your coverage was terminated).
submitted by /u/greenturtle36
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