I loved the Anthem website and used it all the time for Bill Pay with my HSA account. I downloaded this app and now it has taken 3 calls to Customer Service to get this basic task done. I needed to ‘pay myself’ with my HSA to resolve a balance this week with a provider so I can have a procedure done. I went through the normal steps on Friday January 10th. I log in yesterday and it says it was denied although I had more than enough in there. I tried it again, same transaction. Got all the way to the end screen saying “submitted”. Checked back about an hour later (typically when I do this, it takes the funds out of my balance within seconds), funds were all still there. I look in pending transactions and my recent bill pay submission isn’t there. I waited and checked back today- it’s like it never happened. This app allows you to go all the way to the submit screen, submit it, tells you you’re all set, but meanwhile is doing absolutely nothing. I called customer service and they were dumbfounded, telling me “oh if it said you submitted it then you did but I don’t see it here. Can you do it on the phone with me now? It should show up in real time.” I go through all of the steps for a third time, nothing shows up. No pending transaction. I have no HSA card or time to wait for one to be sent so I may have to move my procedure because of this weird glitch where it won’t let me do a basic task.

pointless tele health appointments due to your platforms inability to properly inform patients about what can and what’s can’t be serviced and waste of time AI symptoms reporter you’re required to do but doesn’t relate info to doctor or funnel into any “this can’t be serviced” (for a previous non life threatening non emergency non controlled substance issue - ) before you pay and have an appointment. No “here’s a list of what we can’t do” either which would prevent wasting time especially when you know exactly what you need support with. Feels like a money trap because KHealth is an external provider that is provided by Sydney as the only telehealth option and payment is taken after the lengthy AI intake but before you actually know what can or can’t be serviced. The app not relating symptoms entered to doctor & not being detailed on what can/what can’t be supported via telehealth doctor beyond “if you’re bleeding out go to the hospital” is a waste of patient time, a waste of physician time and a waste of resources. This app is not a free service and needs to do better or not give it as an option especially when it’s presented as a way to save time when it’s clearly not.

The app doesn’t refresh accurately on iPhone or iPad. I waited one night and With 8 people ahead of me according to the app. Waited and got a text that said return to the app I’m next in line or they’re reviewing my information. And nothing happened. For an hour. So I was also logged out several times “for my security” I tried again. Now there’s 12 ahead of me. Fine. I commit. Then I notice the same thing happening as before. So, I navigate away and come back to the request an appointment page. Which then goes straight to the virtual waiting room and, lo and behold, there’s 4 ahead of me. So I start navigating away and returning back periodically, about every three minutes. This is the ONLY WAY I can make the app refresh. It it doesn’t end there. No. What do you think happened when I was texted to return to app? The same thing. No refresh. I’d try a few times and severely times I had to get back at the end of the line. Until finally, five hours later, I get into a virtual visit. The dr said my information shows up several times. But when they try to connect, “no one ever shows up”. I guarantee you, I was sitting there staring at the screen. I was struggling from Covid and needed someone to help. This app is terrible for that function. Terrible.