Change Healthcare

I received a letter on October 21, 2024, stating that Change Healthcare noticed a cyber breach February 17-February 20,2024 .The letter stated free credit monitoring and identity protection for 2 years and to go to the website www.changecybersuport.com and click the link to register online. I followed the directions but could not input my personal info- .I needed a code which they didn't supply.

I received 2 emails that wanted me to verify my email (which I did) and the second email that my account with IDX was activated. When I couldn't inout my personal info as the site asked me for a code number which I didn't have and was not on the letter, I called the number on the letter (1-86*-***-****). Talked to a rep at IDX who told me she didn't know about the cyber breach and couldn't help me but to call back tomorrow. She did tell me that her computer showed her that I had an account with IDX but no personal info.

She also suggested that I send an email to productsupport@***.us and tell them what I had told her--I sent the email. I did as the rep suggested and called back to IDX on October 22nd and talked to Erika. She explained that I should have received 3 emails and not just 2--she suggested writing to product support again and let them know that I never received an enrollment code--I sent another email. Erika did tell me that I would receive a reply within 24 hours.

I said I was very frustrated that the letter gave IDX phone number if you had any questions but IDX didn't know any answers and could't contact Change Healthcare.

Asked if they had Change Healthcare's phone number and Erika said they only had the email contact. Change Healthcare waited over 6 months to inform people of the breach and they won't get back to you-- I was offered 2 years free credit monitoring and ID protection but its impossible to get any assistance from Change Healthcare or IDX.Your assistance would be greatly appreciated!

Trying to get information updated for bank account EFTs, remits sent through Availity that we are not able to access, or just actually get in touch with someone to help providers when things aren't working right is next to impossible. Tickets get canned responses, they don't actually address issues, and they never respond to messages left. They consistently cause payments for providers to be sent to patients instead of providers, causing providers to have to chase down remits and payments through the insurance companies or patients or send patients to collections because patients don't understand they're supposed to distribute those funds.

They also don't notify providers when their contracts for recredentialling/revalidating with insurance companies need completing, and providers end up suddenly out of network, and insurance companies don't want to reinstate credentialling.