Blue Cross / Blue Shield Complaint - Treated awfully
Here is a copy of the complaint my wife registered with the State Insurance Commissioner. It is accurate and happened just yesterday...
"I have been paying for family insurance from Blue Cross/Blue Shield through my employer (Catholic Health Initiatives) for around two years. On three occasions, I have tried to pick up prescriptions for either of my two sons, only to have to call BC/BS and fight with them to acknowledge the children on our plan. Today, Kristopher (my 3-year old) was diagnosed with Bronchitis and an ear infection. When I went to pick up his prescriptions, once again, I was denied. Upon calling BC/BS, they told me the problem was with Medco (apparently that's who they farm prescription coverage out to). I called Medco, they told me they have NOTHING under my name, Social Security number, date of birth, children's names, NOTHING. They told me they get their information from BC/BS and that the problem lies with them. I called BC/BS again. They told me that they have nothing to do with Medco, it's their problem, and that I must call them again. I REPEATEDLY asked to speak to a supervisor and was denied. I called Medco AGAIN. I realized that I've been paying for coverage that I have NOT been getting, so I asked to be reimbursed and that the problem be taken care of immediately as my son does not have the medicine he needs because I can't afford it, because I've been paying over 300 dollars a month for fake insurance. At this point, the representative began playing dumb and said that BC/BS is responsible as they get their information from them. I AGAIN called BC/BS, they said that they've been sending updates every Friday to Medco as recently as December 2009 and that they would have to play fax tag with their membership department to get my son covered and it could take 72 hours. I understand that these things can take some time, but I've been paying for coverage that doesn't exist and asked to be reimbursed. They also began playing dumb, eventually denying any involvement with Medco, and saying that they were a completely different entity. It's now 6 PM, I've been back and forth between BC/BS and Medco several times since. Medco is now saying that the last update they received from BC/BS concerning me was March 9, 2009. Again, I called BC/BS. A BC/BS supervisor named Jill has been lying to me, providing me with fake numbers to call, and being completely rude to me since I finally was transferred to her. She is now blaming my employer. I would like to be reimbursed for all premiums since March 9, 2009. I also would like to ENSURE that this will not happen again. My 3 year old is sick on the couch and I cannot tend to him as I've been on the phone for 3 hours and counting. He does not have the medicine he NEEDS. They have been lying to me, stealing from me, and they should receive some sort punishment along with paying me back."
They were actually giving her numbers to call that were not even numbers to Blue Cross/Blue Shield. She repeated one back TWICE to the "supervisor" (who was actually just another CSR that she'd reached in an earlier call) which was some random guy's home phone number. I'm shouting this from the rooftops until they resolve the problem.