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Mercer Marketplace 365 complaints

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P.O. Box 14401
Des Moines, IA 50306-3401 | Get Directions

(888) 434-1144

http://www.mercer.com

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Total Amount in Dispute:
$50,000.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our records indicate the company failed to respond to the one complaint brought to its attention.

Complaint Closing Statistics

1 complaints against Mercer Marketplace 365 closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
1	Unanswered

1 complaints against Mercer Marketplace 365

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4/23/2024

RESPONSE: Complaint was not answered Amount in Dispute: $50,000.00 Amount Settled: $0.00

Customer Complaint

3/28/2024

In January of 2024 I signed up with Mercer Marketplace 365 for Aetna Advantage Plan because I have $500 dollars per year flex benefits with the company my husband retired from but to received the benefits you had to go through Mercer Marketplace 365. All went fine with the Aetna sign up but I have been unable to obtain my $500 dollars flex benefits. I made several phone calls in Feb. 2024 with no resolution and finally a "CASE" was opened. I and was told I would be updated and called. I received 3 previous emails all saying I will be updated in 4 days. Finally a "CASE" was opened on about the 4th. I received an email that the case is closed and wait "15" to access account. 15 what hours/days/years? I don't know. Late time I asked for a Supervisor and got Cecilia Team Lead on recorded line. This account is through retiree.mercermarketplace.com/ULSolutions. Please see below copy of latest Email receive from Mercer. Thank You, Your Case Is Closed We are writing to inform you that case 23243691 is now closed. Your funds have been corrected, please allow up to 15 for processing. To view your reimbursement account, visit us online at https://retiree.mercermarketplace.com/ULSolutions Resolution Sought Provide me access to my flex benefits.

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