Blue Cross and Blue Shield of North Carolina (Headquarters)

I was automatically signed up for the wrong health insurance plan.On December 15, 2015 I decided to change my health insurance plan with BCBSNC to a more inexpensive plan (Blue Value Catastrophic). Upon receiving my cards around January 2, 2016 I was charged 354 dollars for my old plan. Upon investigation I discovered that BCBSNC automatically enrolled me in my old plan instead of the plan I signed up for. The plan I signed up for was supposed to be only 179 dollars. I tried to call them twice around January 15 with now response after waiting for 30 minutes each time. I then sent an email through the Revdex.com website with no response. Around January 18, 2016 I finally reached a BCBSNC rep. who instructed me to submit a request by email to be reimbursed. I sent the email on January 23, 2016 and I have yet to receive a refund or any communication to explain the situation. I have resolved that I am going to change plans but I cannot do that either because their website is malfunctioning. I tried to call the customer service department today, January 29, 2016, but the automatic respondent informed me that they were closed (even though the website says they are open until 9:00 p.m.). Now I am stuck with this plan because enrollment ends January 31, 2016 and I trusted that they would resolve the situation. Desired SettlementI am requesting a full refund for being charged more than requested and the horrible customer service provided. I am also requesting that BCBSNC update my plan to the Catastrophic package I signed up for. On January 30, 2016 I was able to get in touch with a representative at BCBSNC. I was informed that they had processed my application but did not enter it into the system. They informed me that they will refund the overcharge and correct the plans. I have not checked my bank account yet to verify this. I have decided to cancel services with them and move to [redacted] Thank you.

Even though this won't do any good whatsoever, I want to file a complaint. At the beginning of each month, BCBSNC automatically withdraws an amount covering my premium for that month. In return, BCBSNC is supposed to send me an email notifying me that they have taken the money from my account. Very simple, no? Only it's not so simple after all. I did not receive any such notification for the month of January. (When I checked my account page on your website this morning, I saw that you had withdrawn funds from my bank account for February. Normally the money is withdrawn on the 2nd of each month and I receive an email on the 5th or 6th. But this month it wasn't withdrawn until the 5th. So maybe I will get an email for February in the next day or two.) This is at least the fourth time that you have failed to send me such an email since I chose the automatic payment option. I rely on these emails to help me balance my checkbook. In the years since I opened my BCBSNC account, I have not filed a single claim. So you guys are pretty much making pure profit on me so far. (I can't imagine the administrative upkeep and overhead can be that much.) You have one job and one job only right now: to send me an email once a month. That's it. And yet you can't even seem to do that. What's going to happen when I do have to submit a claim? Am I going to run into the same kind of problems? Bad enough that this is at least the fourth time you've messed up. (Not to mention that you just jacked up my premiums to the tune of nearly $80 a month.) But then, when I tried to contact your customer service reps to (once again) rectify your error, I was unable to get through. I have been trying to call for a month now. I'd get these recordings about how busy you were due to open enrollment and how you were experiencing higher than normal call volume. But the recording said that open enrollment was through January 16th. I have tried numerous times to call after the 16th and have still been unable to get through. I tried calling mornings, afternoons, even evenings and on Saturdays. No luck. I'd be on hold for 20, 30, 40 minutes at a time - all to no avail. The only options listed on the Contact page were phone numbers. When in desperation I took to Twitter and called you guys out for your lousy customer service, I finally got a response. But even that didn't do me any good. Whoever was Tweeting on behalf of BCBSNC said that they would schedule a callback - but they couldn't tell me what day or time they would call. So far, I have not received any call. I finally actually got to speak to a customer service rep last Saturday (after having already called once that morning). He said he would have to switch me to another department. He put me on hold and there I stayed for another 25 minutes before I had to finally hang up. (You know, some companies let people know how long they can expect to be on hold. You might want to look into that.) I called BCBSNC again first thing this morning. It took about 15 or 20 minutes but somebody did pick up. Unfortunately, it wasn't anyone who could help me. It was some lady who said that her only function was to ask people who have been on hold for a long time if they wanted to schedule a callback. The problem is, the earliest callback time available is February 19th 10 days from now. 10 days! Are you kidding me? I had no choice but to accept. I also asked the lady if there was any other way that I could get in touch with someone from BCBSNC. She told me about the Inbox icon on the BlueConnect (what a joke that name is) homepage. Which, in turn, is how I came to be writing this to you now. Why this email option is not on the Contact page along with the phone numbers is utterly beyond me. When I see Inbox, I think that's where you send messages to me - not necessarily a place where I can send messages to you. There's a difference between an Inbox and a Mailbox. Here's the thing. After all this aggravation and all the time I have wasted waiting in vain for someone to answer the phone, you guys owe me. An apology from a customer service rep just isn't going to cut it. Not this time. I demand either: A) a personal apology from someone higher up in your organization, preferably the CEO or B) a partial refund of my premium for January (and, if I do not receive a notice for February, than for this month as well) as a show of good faith. I cannot believe a company of your size can be so unresponsive, unprofessional and incompetent. You keep screwing up because you are not held accountable for your mistakes. You think all you have to do is have some poor customer service rep someone who has nothing to do with your foul-ups apologize. If you were, say, penalized financially each time you screwed up, you'd probably screw up a lot less. I notice that you never seem to have any trouble taking money from my account. It's just notifying me - the one thing I am asking you to do - that seems to be a problem.","neg-6

Insurance was Blue Cross labeled a payment, "Suspence," meaning they applied my payment to a non existing account. They lost $405 payment!!!! I have been dealing with Blue Cross on a daily basis. First of, they have applied a previous payment from March in the amount of $405 to the wrong account and they labeled "Suspense," meaning that it just dissappeared this the exact word the a representative of Blue Cross and Blue Shieild named [redacted] said!! For one hour, I drilled her given me the amount that I owed to reinstate my policy and she gave me three different figure and at the end she could not given an exact figure.I made a payment last month of $750. This month I received a letter stating that my policy was terminated in June. If my possible was terminating in June, then how come my payment went through in August??? I am extremely angry about this and as off right now I have no coverage because they are not smart enough to figure out where the missing payment went. Please help, I have to have coverage..Desired SettlementMy resolution is to reinstate my police and refund my $750 or apply it back towards my reinstated policy!Business Response Thank you for the referral. We will reach out to our member and address any questions or concerns.Consumer Response It has been resolved thank you

not refunding my moneyOn 2/13/16 I paid one months premium through the online portal. On 2/17/16 BCBS drafted 3 months premiums. I requested on 2/18/16 to be refunded the 2 months I was not trying to pay. On 2/25/16 I was informed that I was approved for one month refund (because by that point the next month was due). It is 3/9 and I still don't have my money. Despite MULTIPLE phone calls wondering where my money is - no one can give me an answer. I was drafted for $1400 worth of premiums that I was not intending to pay yet. Still waiting for $705 to be refunded - and I"m sure I'll get the "well now march is due too so we are refunding you". That money would have been earning interest in my bank account but instead they took it when they weren't authorized to do so. I've never been late on my payment a single time. I know what money is coming in and what money is coming out. You cant just take money from people and not give it back. How am I to pay my bills? It's been almost a month! Desired SettlementI WANT MY MONEY BACK. I want the NSF charge paid as well since I didn't authorize the payment.

Insurance was cancelled on Jan 31 through the Marketplace. BCBS continued to draft payment for Feb and March and has not refunded me yet Referencing the about summary, on 5/27/16 I spoke with [redacted] regarding the refund for 2 months, I was told would process on 5/28 and there would be 10 day processing time. Mailing address was verified and correct. As of 6/16 still not check so called and spoke with [redacted], she informed me there was a 30 day waiting period to stop payment and issue another check. Still no check on 6/21, called, spoke with [redacted] and was told the 30 days would be on 6/28. Called on the 30th day spoke with [redacted], informed the stop payment had been done and submitted to the finance department. On 7/27 there still is neither check received by me, called and spoke with [redacted], was told it could take up to 30 days for another check to be issued and that was all they could do. Some of the reference #'s for all my calls are as follows: [redacted], [redacted], and [redacted]. I have made numerous calls with no resolutions and been promised return calls by everyone I have spoke with but not one person has called me back. I have left messages for the managers to call but also they have not returned any calls. I am due a refund of 551.16 and I have been trying for 5 months now and have no resolution. This is unacceptable and unprofessional. Blue Cross continued to draft my money from my checking when they should not have and now will not return to me after all this time. I need this money desperately and have done everything in my power to get resolution. Please help by contacting BCBS on my behalf. Thank you in advance for your help with this matter.Desired SettlementRefund is due and credit is on my account with BCBS in the amount of 551.16. I would like the resolution to be that I receive the refund that is due to me asap.Business Response Thank you for the referral. We will reach out to our member and address any questions or concerns.

I have not had insurance with BCBS since Dec 2015 but they drafted $722 out of my account for Jan & Feb 2016. I did my part and canceled the policy, got a confirmation number but it still did no good. I have been working since Feb 8 to get my refund back and have spent over 12 hours on hold and I am still waiting on my refund. I have 2 confirmation numbers for refunds that are supposed to post within 3-7 business days and I've yet to see a refund. Now, it is March 4 and I am currently on hold again. Maybe I can explain to the mortgage company they will have to wait another month for their payment, I am sure they will be just as patient as me waiting on my refund. This company is a joke, everyone talks in circles and no one can get me an answer. Maybe they can reimburse me for the 12+ hours (and counting) I've been on hold while at work. I am sure that reimbursement check will be right behind the one I am currently waiting on...","neg-3

Impossible to reach customer service, was double charged, have not received benefits package, cannot pick up prescriptions, paid over month ago. I was notified in October 2015 that my insurance policy would change and that I needed to find a new one. New policy information wasn't available until end of November. On 12/07/2015, I made a decision and processed payment for it over the phone. Payment was deducted from my checking account that same day. I never received a letter with confirmation or my benefits package. On 01/06/2016, the company charged me again for the same policy I had paid for a month before. I tried to get a hold of someone, and due to "high volume of calls," I mostly waited on hold for hours. I work for a living, so there were times I had to hang up after waiting for over one hour. The information wasn't available on the website and still isn't. Finally, after holding for 2:30 hours, I was able to speak to a representative who apparently cancelled the double policy and was going to issue me a refund - which I still haven't received. It is now 01/12/2016 and I am not able to pick up my prescription birth Control or any other medication because my pharmacy has changed and I still don't have information regarding what pharmacy I can use. The information is not available when I log in on their website and I've been transferred over and over and no one can tell me where to drop off my prescription - they just tell me they have to transfer me again. I've been on hold for over 1.5 hours now while I write this. They told me I am supposed to receive my benefits package soon, but it's almost the middle of the month, and this insurance plan has been paid for since 12/07/2015. What if I am to have an emergency, I don't even know which hospital that is in network for me to go to! I can't pick up prescription I need. I've been double charged, and it is practically impossible unless you don't work and can recharge your cell phone to get a hold of someone who can inform you of anything.Desired SettlementI need them to refund the double insurance they charged me without my authorization and has been taken out of my debit account for over $446. I need them to give me my benefits package for the insurance I paid for in 12/07/2015. No documents regarding the policy are available for me online.Business Response Thank you for the referral, we will reach out to our member and address any concerns. ** / **Consumer Response I've had a policy from the same insurance company last year. They changed my plans this year and it's awful. They had charged me twice and it was only fixed once I submitted a complaint here. The other problems I complained about still exist, and apologies won't do. It is impossible to get a hold of anyone over the phone. Your average wait time is between 1-2 hours. Once someone answers, they don't know what they're talking about so they'll transfer you and you can count another hour. Since the beginning of this year, I don't have my birth control. I'm not talking about any other drug, but a basic BIRTH CONTROL. It's revolting. I've been using the same birth control (Beyaz) for, at least, 3 years now and my doctor is telling me that it just isn't covered and I'll have to change to a different one. The problem is that I'm not a lab rat to be testing birth controls again. I've tried a number of different birth controls, including Nuva Ring, that had an negative effect on my body and the insurance company - whose benefits I barely use except for annual exams and birth control and that I pay almost $450 dollars per month - is telling my doctor that I don't have the right to have that medication covered. It's revolting and the back and forth never ends, except that I can't get a hold of BCBSNC unless I have 5 hours and battery time on my phone to spare, and run the risk of getting nowhere. If I were to purchase this birth control on my own, which I can, it would cost $185. Through the insurance, I pay $70. Why do I need health insurance then? I'd rather pay for my birth control, which is what I need than pay $450 for insurance that I don't use except twice per year for my gynecologist annual exam and my general practitioner annual exam who tell me year after year how healthy I am. I never received communication from BCBSNC when they changed my plan that they were no longer going to cover the ONE prescription I need as a woman and that my body doesn't reject. Now, it's February and we are two months in of me without birth control. Other customers are getting their pain killers, and several hundred other addictive medications and I can't get the birth control of my choice because it works for me and without any idea that I wouldn't be covered, now I'm stuck because Open Enrollment period has ended and I cannot switch to another insurance company that is 1) responsive to customer service and will answer your call within a reasonable amount of time and 2) that will cover my main prescription, a birth control of my choice. Many years ago I went to my ob/gyn and complained to her about my birth control, we then, started trying different ones until she prescribed me with Beyaz and I never had problems again. It's been over 3 years now. I feel so strongly about this because if I can choose going with no coverage and keeping my $450 monthly payments to this LAME health insurance company that doesn't communicate at all with their members, I would. I thought that when [redacted] - Revdex.com customer complaint handler - called me, my problems with the company would be over. I got my double charge refunded (after several weeks) and someone was talking to me. Until now, when I have to call to speak to someone and I'm now on hold for 1.25 hours having to hear a message that says "due to open enrollment, we have a high call volume," except that open enrollment is over. I need to be able to change health insurance companies and find one that offers a plan that would cover my birth control and understands that I know my body because I live in it, instead of telling me that I need to go try other birth controls.I need to have my birth control(Beyaz) covered, or else I want out of this health insurance post-open enrollment period because I wasn't communicated that my one regular monthly prescription would not be covered when I was told my plans would be switched. This is the only birth control I use and been using for several years, and others have an adverse effect on my body and I'm not a lab rat to go try more. I refuse to pay out of pocket $185 for birth control when that is the ONLY REGULAR prescription that I get.

Customer Service at BCBC-NC. Can't get through. Can't email as no specific email address. You get caught up in their integrated voice response system I HAVE HAD COVERAGE & BILLING ISSUES SINCE NOVEMBER, 2016. THEY CHANGED ACCOUNT NUMBERS, REC'D 6 DENTAL CARDS & NO MEDICAL. FINALLY HAVE A MEDICAL CARD. I HAVE SPENT AT LEAST 3 DAYS OF MY TIME ON HOLD. IVE BEEN ON HOLD NOW WHILE I'M TYPING THIS FOR 1 1/2 HRS. FOR CUSTOMER SERVICE. YESTERDAY, I WAS ON FOR A TOTAL OF 5 HRS. THIS IS RIDICULOUS & POOR CUSTOMER SERVICE. [redacted], ARE YOU LISTENING OR NO ONE CAN GET THROUGH TO TALK TO YOU, EITHER? IN ADDITION TO BILLING I NOW HAVE A PRESCRIPTION THAT REQUIRES A VACATION EXCEPTION, AS MY UNC DEPENDENT IS STUDYING ABROAD, LEAVING SAT., 02/06 THAT IS BEING HELD HOSTAGE AT [redacted] BECAUSE OF BCBS. OH BTW, [redacted] IS ALSO SAYING ISSUES WITH REFILLING DUE TO COVERAGE. I APPRECIATE THE OPPORTUNITY TO PROVIDE YOU WITH FEEDBACK. I KNOW THAT THERE IS MOST LIKELY NOTHING YOU CAN DO REGARDING THIS. IT IS VERY FRUSTRATING THAT YOU PAY FOR A SERVICE THAT YOU ARE NOT RECEIVING & CAN'T EVEN GET THEM TO RESPOND. Desired SettlementBILLING ISSUES CORRECTED AND PRESCRIPTION RELEASED TO BE FILLED AT [redacted] AS SOON AS POSSIBLE. AGAIN, MY DEPENDENT IS LEAVING THE COUNTRY THIS SATURDAY, 02/06/16.

I purchased insurance back in December of 2015 for the start of 2016. I am currently paying a price that I was not identified correctly and am being told that I have not paid my dues. I called the customer service for assistance said on hold for 2 hours for the rep to tell me they have my social security wrong and could not find me in the system. That I am not paying for dental insurance when I was aware that I was when I signed up for. I have not received proper documentation nor the correct cards for insurance. The representative that I spoke with was not very happy to talk to me and gave me a nice attitude. I do not appreciate paying for something that I was under the impression that I was paying for multiple services.","neg-4

I have been a blue cross blue shield member for over a year. I have called them for the past three months and I never have spoke with a customer service representative yet. I have been put on hold for hours and hours. I can not get through. They have raised my premium to 200.00 dollars more a month. I can not afford this rediculous amount. Total 651.00 a month is what they expect me to pay in 2016. They have no problem continually biling me. I wish to cancel my subscription with bcbs of nc so I can obtain health coverage elsewhere. I did not change my health care plan in 2016, but yet bcbs of nc did not inform me that my premium was going to raise to such a rediculous unaffordable amount with the same plan I had obtained in 2015. I need help resolving these issues.","neg-2

Been on the phone for 5 hours was hung up on twice and told to hold on any was put back on hold call was never answered. I had issues back in December, which I was paying for policies. I'm receiving bills that were not paid now I have to cough up money. Oh and that's not it I sent 445.00 in last month that's has not been accounted for. I paid 888.00 for 1 month so I can still be insured until I found another company. I have so many issue with company that is not being addressed. Smh I have no idea on what's going on.","neg-5