Hello everyone! I just want you all to see one of the seven letter I had to write to Blue Cross Blue Shield! I will never pay another dime into that company, and if you have them I pray you never need any kind ot service or help. They SUCK!
Dear Representative,
Ok, I have had about as much as I can humanly deal with from your company. This is probably what people would call the proverbial straw that broke the camel's back.in reference to the enclosed letter, I am having serious difficulty in understanding why I must provide more proof of the medical providers I have had over the past five years. Prior to being accepted to your insurance privileges, I had to provide a list that covered the past ten years. Why, then, would there be a difference in who I have seen in the past five years? I could understand if you wanted a list of the past fifteen years, which would be five years outside of the initial ten you asked for, but five? Come on, guys. This is absolutely ridiculous. Let's stop and take a look at the timeline, shall we?
My husband and I jumped through all the hoops placed before us in the very beginning. We provided all the paperwork and documentation you requested. We followed up on follow-ups as you requested. Once you finally deemed us worthy enough to bestow upon us your precious, outrageously priced insurance coverage, we figured we were fully covered as according to the stipulations of our contract. We thought that meant that should something happen, and we needed to see a doctor, that we could see the doctor. Why, then, did a trip to the doctor in October for my husband trigger an all-out, full-scale investigation of whether or not we actually told the truth on our initial application, which you allegedly so dutifully investigated to the fullest prior to allowing us access to your services? My husband had to submit a form similar to the one enclosed just a few weeks ago, and the claims stemming from his visit to the doctor are currently pending according to letters we have received. Would it have been better for us to continue to send you money but walk around sick when we got sick so that we would not raise any red-flags? The man could not breathe! He was sick! We saw the doctor! What should we have done instead?
Also, in the initial sign-up period, we were told we would be paying an estimated $450 a month for coverage, and that this payment could be mailed or automatically withdrawn from our checking account. Sounds innocent enough, right? Why, then, once we were accepted for the insurance and sent in our first few payments, were we told that mailed payments must encompass two months worth of coverage, because you do not have the functionality to process one payment per month via check? No one mentioned that little tidbit of information in the beginning at all. Funny how our checks were still being cashed, though. When we asked about this issue, the customer service representative had no better response than, I dunno why. That's our policy. Our only option for monthly payment is automatic draft from our checking account. Oh, this is where it gets good. Put down your cup of coffee and sit up for this one.
We signed up for the automatic draft. We received a confirmation letter indicating the first draft would be withdrawn on December 13. This letter arrived the last week of October. We called to find out if we needed to send in a payment for the month of November to keep the coverage in force. We were told we needed to send in a payment before November 13th, which we did. On November 14, BCBS not only cashed my check for the November payment, but also withdrew an automatic draft as well. Did you see that coming? I sure did not. I was totally caught off-guard when I checked my checking account a few days before Thanksgiving only to find that a huge chunk of money was missing. I have spent the greater part of the past few weeks on the phone begging for my money back. I have been through phone trees and spoken to supervisors. My checking account spiraled into the negative, and as of this writing, I am still waiting for a refund of the returned check fees and bank fees you have promised. I did receive refund of the extra payment, but of course it was too late, the damage had been done. You can take money out in an instant, unauthorized and without any good explanation as to why that would happen, but it takes weeks to return it. Not what I expected from a quality insurance provider.
That brings us up to today, where I sit with this letter I received on Friday, December 2nd, in the midst of still trying to recoup my losses. Why? Someone needs to explain to me why? Many years ago when I worked for corporate America and was offered BCBS as an insurance option, I did not suffer any of the injustice that I have been subjected to over the past several months. When I worked for corporate America I signed up for insurance coverage, a few weeks later I got a card, I went to the doctor when I needed to, and no questions were asked or investigations incurred. Is it because of the corporate shield that people who receive insurance through their employer are treated with respect and not scrutinized like a common criminal? Is that why their premiums are so much lower and their coverage so much greater? Can someone explain to me why, because my husband and I do not have company-provided insurance, have we been persecuted? We voluntarily give up huge portions of money each month to receive insurance, a service that should be there when we need it, yet then we have to prove that we are entitled to receive that service?
This is way beyond my common sense understanding, so someone needs to help enlighten my mind. I expect that this letter will make it past the poor desk clerk who reads it and land in the appropriate hands of someone who can make decisions and is concerned about my business as a customer. I will be following up to make sure that someone in the upper tier of the company can give me a satisfactory explanation of why I should stay with BCBS and not find another provider. Perhaps if all of this is ever sorted out I will offer my services to your company to teach how to provide good, quality customer service. Then again, I'm not so sure I would want to work for a company like this, despite how much help you need. You may want to investigate hiring someone corporate who will train your corporation on how to at least act like they care about their customers. Please contact me with some information, explanation, and restitution.
Sincerely,
Wendy
Homewoo, Illinois
U.S.A.
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