I'm floored

June 25th convo summary:

me: "i have a question about my plan"
CS: "we'll answer no prob"
me: "man that answer stinks, arg!"
CS: "well i can cancel your policy, you're paid up till the 30th"
me: "instead of helping me you're just going to offer to cancel my acct?"
CS: "well you said you're not happy"
me: "i thought you'd just help me find a better policy - nevermind I'll look online and try to find a policy that fits my needs better"
CS: "fine bye"
me: "bye"

fifteen days later when i'm on my acct on their site, i see "acct inactive"
I ring them to find out that my acct was canceled the day i called to ask that question

BCBS refuses to own up or help me - their notes say that i called and requested my acct be canceled - i've been on the phone with them for hours, and everyone says the same thing "you're SOL – send $400 and a letter and we’ll consider you for re-instatement"

wft can i do? This was obv some cust service person being a jerk and getting away with it.

6/30/2008 3:19:14 PM

lol you got owned.

6/30/2008 3:20:50 PM

you need to stay on the phone with them until you find someone who can help... or go in to an office and speak with someone in person. ask for a transcript of your conversation... you did NOT sign anything authorizing them to cancel your shit.

6/30/2008 3:25:42 PM

i was just on the phone for three hours
"you'll just have to re-apply"

6/30/2008 3:26:50 PM

that answer is unacceptable.

6/30/2008 3:27:22 PM

i talked to 5-6 different people - i was calm and very clear about what happened and they just kept telling me the same thing

6/30/2008 3:28:53 PM

^^Is correct.

^Did you ever escalate?

Call the dept of insurance, and ask what steps a customer must take to have their policy cancelled. If they say that simply calling up and asking for it to be cancelled is enough, briefly explain your situation and ask what you can do. You may have to call back and try for someone else to help, because they seem to have a lot of retarded old men working the phones who have trouble understanding anything except a good ol' boy accent.

Read this. I would guess that the email domain for BCBS for NC is bcbsnc.com. Start sending emails; make sure to keep them short, polite, and tell them exactly what you want done.

[Edited on June 30, 2008 at 3:34 PM. Reason : kldj]

6/30/2008 3:33:40 PM

Quote :

"nevermind I'll look online and try to find a policy that fits my needs better"

how did you NOT ask to be rid of your plan, again? i'm confused

6/30/2008 8:14:36 PM

Quote :

"me: "i have a question about my plan" CS: "we'll answer no prob" me: "man that answer stinks, arg!""

Plz to explain what this means

6/30/2008 8:48:33 PM

shouldnt of been a smartass

6/30/2008 8:58:06 PM

file a complaint with the dept of insurance

6/30/2008 9:01:36 PM

pwnd

6/30/2008 9:06:05 PM

Quote :

"how did you NOT ask to be rid of your plan, again? i'm confused"

Until he tells them to cancel his policy, he hasn't cancelled it. They have no business making decisions like this for the customer.

6/30/2008 9:55:51 PM

changing plans /= cancelling insurance

6/30/2008 10:30:00 PM

Quote :

"me: "i have a question about my plan" CS: "we'll answer no prob" me: "man that answer stinks, arg!" "

6/30/2008 10:33:08 PM

Quote :

""me: "i have a question about my plan" CS: "we'll answer no prob" me: "man that answer stinks, arg!""

i asked a question about prescrip coverage because it didnt cover something i needed that week'
she explained what the deal was
it was an small unfortunate aspect of my policy and i was frustrated

also -
i specifically remember saying, "no i dont want my policy canceled, i'll figure things out online and yada yada"

i mean what the fuck - i got pwnd by some $10/hr cust service agent

1. i was never notified that it was canceled
2. by the time i found out that it was canceled, it was 2 days past my 10day window to have it reinstated

this shit is far from over

7/1/2008 11:50:34 AM

They are almost always on a monitored line. You should have them look into the system and pull your call. Maybe you can listen to it together and get smthg worked out. BCBSofNC has a crap rx plan through Medco. They force you into mail order and generics. If your dr. prescribes you smthg w/o a generic..expect to pay $35/$50...or smthg higher (perhaps full cost masked as a copay).

[Edited on July 1, 2008 at 11:47 PM. Reason : asdf]

7/1/2008 11:41:19 PM

^which mail order company you use is dependent on your company's deal with the providers. I'm with BCBS and we're switching to Caremark instead of Medco next year. Also, I'm pretty sure you always have the option of getting non-generics, and just making up the cost difference.

^^like ^ said, most of the calls are monitored, have a supervisor pull up the logs and fix it. I want to believe that something like canceling an insurance policy requires written confirmation, something with your signature on it. if you had the coverage through your workplace, look into speaking with HR about the issue, they may be able to help you out.

7/2/2008 12:12:53 AM

^Yeah...I know the Federal Plan was bcbs, and it changed to Medco recently...but I believe BCBSofNC is Medco. If it changes then great...as long as the deal gets better.

As for generics...yeh you can always get non-generics, and make up the difference, but you can't do the opposite b/c generics aren't always available.

7/2/2008 10:10:22 PM

Aren't the calls recorded for quality assurance? Sounds like you need the recording of the conversation.

[Edited on July 2, 2008 at 11:20 PM. Reason : ]

7/2/2008 11:20:29 PM

key word there is MAY be recorded for quality assurance. never heard a prompt say it WILL

7/3/2008 9:21:35 AM

I can't remember who I was calling a few days ago, but it said will. I was pretty thrown off. And it could just so happen that his call was recorded, its worth looking into in a case like this.

7/3/2008 11:51:46 AM

They are all recorded if you hear the prompt...some are actually "monitored"...which means a supervisor or other member of the company may listen to the recording for quality assurance purposes.

7/3/2008 9:32:11 PM

^^

whenever i call my car insurance company, it's always recorded.

7/4/2008 12:10:32 AM

^^When I call Alltel, it says "Your call MAY be monitored or recorded". I think it depends on who it is as to whether it is always recorded or not.

7/4/2008 12:13:41 AM

I do believe all the calls are recorded. The person who monitors them pulls a random one, maybe two, several hours after the call has ended to ensure the proper things were said and documented.

You must have an individual policy as the CSR can not cancel a Group plan. Call up and firmly ask to speak to a supervisor. The CSR will try to de-escalate and try to assist, but continue to ask for a supervisor. If you can roughly provide the date, time, and length of the call, it is easier to find in the system.

And written consent is not required to term an account btw.

7/5/2008 10:26:49 PM

hi-oh update!

went to the bbb - made a complaint

within 48hrs, contact, within another 48hrs, the bcbs rep made it so it never happened

back in business! woot

the details:
there was no evidence that I canceled my acct - just that defunct rep's notes
so they had to take my word, the truth, and make good. score 1 for the consumer.

thanks bbb!

7/19/2008 3:48:02 PM

nice work

7/19/2008 4:06:33 PM

Always good to see the little guy win one against the man.

7/19/2008 5:29:29 PM

Good stuff

7/19/2008 6:20:22 PM

awesome

7/19/2008 7:38:00 PM

Quote :

"Always good to see the little guy win one against the man"

esp. an insurance company

7/19/2008 11:16:08 PM

excellent.
gg.

7/19/2008 11:25:02 PM

This is the first time that I've heard of where filing a complaint with the BBB actually resulted in anything.

[Edited on July 19, 2008 at 11:26 PM. Reason : adsf]

7/19/2008 11:26:37 PM

it wasn't really a major complaint so that's probably why it got resolved relatively quickly...plus he seems to have come across as somewhat of a jerk through the whole thing

Quote :

"so they had to take my word, the truth, and make good."

the truth of the matter had very little to do with anything in this situation

its not like they refused to pay tens of thousands of dollars in hospital bills that the individual shouldn't have to pay

try getting them to do that by just going to the BBB...

7/19/2008 11:36:43 PM

i had my policy dropped with something crazy like this too. i just wrote the letter and paid what i owed and it was reinstated.

99% chance you owe exactly what they are telling you to pay to reinstate. sometimes it's amount you owe plus the first few months make sure that you aren't going to have immediate problems or something.

7/19/2008 11:57:40 PM

troll elsewhere charles

7/20/2008 1:59:09 PM

I'm interning there

7/20/2008 5:09:34 PM