aetna-medicareadvantage.comReviews of aetna-medicareadvantage.com

I had the privilege of speaking with Agent Lakita Johnson who was well informed. Professional and? Kind! Ended up Speaking with he a few times and she answered all of my questions and was a wealth of knowledge. She was just…so pleasant and kind to deal with that I just HAD to write a review. Agent Johnson is one of the best customer service agents that I have ever dealt with. Well done, Aetna!!and thank you Ms Johnson!

This has been one of the most frustrating customer service experiences I have ever had. On June 10, my mother placed an order through the CVS Benefits portal using her Aetna Medicare Advantage OTC benefit. She receives $45 per quarter to use on eligible items. Her cart totaled exactly $45, and she intended to use her remaining $41.57 benefit balance and pay the remaining $3.43 with another payment method. Unfortunately, there was a system glitch during checkout. The website would not allow her to enter the additional payment information. The order never completed, and she never received an order confirmation. However, the items disappeared from her cart and her Benefits card was still charged $41.57. After waiting 48 hours, we called CVS Benefits. The representative eventually located the transaction after about 30 minutes, confirmed it existed in their system, and provided a transaction number. We were told someone would review the issue and contact us within 48 hours. No one ever called. Since then, we have called seven separate times, spending well over six hours on the phone. Every representative has required us to explain the entire situation from the beginning. We have repeatedly been promised callbacks within 24, 48, or 72 hours. None of those callbacks ever happened. For weeks, representatives incorrectly assumed the problem involved shipping or fulfillment. On June 27, we finally reached a supervisor who immediately understood that this was an IT issue involving a transaction that became stuck between checkout and order creation. She even acknowledged that several other customers had experienced the same problem. She promised detailed documentation and a callback within 48 hours. Again, no one called. On our seventh call, the representative contacted Aetna Member Services, then escalated to a manager, who ultimately admitted this was an IT issue that even management could not resolve. We were again promised that IT would contact us within 24 hours. Four days later, we are still waiting. At this point, this is no longer about the $41.57. It is about accountability. CVS Benefits withdrew money from my mother's benefit card without creating an order, and nearly a month later, no one has taken ownership of resolving the issue. Every call ends with another promise of a callback that never comes. If there is a system bug affecting multiple Medicare members, it should be treated as a high-priority issue. Instead, customers are left to repeatedly call, explain the same story, and hope someone follows through. CVS and Aetna need to do much better. Their technology failed, but what has been far more disappointing is the complete lack of ownership, communication, and follow-up. Medicare beneficiaries deserve better than being ignored after seven phone calls and countless broken promises.

Aetna gives no hoots. I have had their medicare advantage program since January, 2026. Today is February 23, 2026. In those roughly 6 weeks, I got a letter from them saying my primary care doctor no longer takes Aetna. Call my PCP's office. He most certainly does still take Aetna, and, yes, it's my plan he takes. I did sign up for Silver Sneakers, but took ill--Aetna didn't do that, though they sure didn't do much to help with meds--and just got a whole lot of calls about it. So, here I am, with a nasty bronchitis, and they want to talk to me about exercise. All that coughing, the hoarseness, but they gotta try to sell me something. I hung up. I am looking for medication management for PTSD. Looked on the website. 3 pages of new graduates who have ZERO reviews. So, I called customer alleged service. Up side, yes, they speak English. Down side, refuse to use their own website to help you find someone. She searched the web and found a call center to find a shrink, none of which are local to me. They have some great perks, if you don't mind having to deal with CVS. Fair warning: CVS will text you every hour until you pick up your meds. I called it harassment. They got mad when I did. I'd like to know what they call it, and considered calling their pharmacy every hour to illustrate it. Also, and this is my problem, I realize, whether an employee checks you out or not, they use self check. I refuse to use those, even if someone else is using it for me. I am shopping other medicare advantage programs. Unless you're really into someone giving you crap, avoid Aetna.