Highmark Blue Cross Blue Shield

Review: I signed up for a Highmark health plan through healthcare.gov. On 6/21/16 we received the first monthly premium bill from Highmark. My wife entered our information to pay our first premium payment online at highmarkblueshield.com, as indicated on the bill we received. She submitted the requested information and received a confirmation e-mail, of which I can provide a copy. When we received our next bill on 7/15/16, there was a balance from the previous month in addition to the current month's payment. The bill indicated both payments were due before 8/1/16. We called immediately, on 7/15/16, to pay and were informed our policy had been cancelled due to what Highmark called "non-payment", even though the due date was 8/1/16, as noted above. Essentially, we were told we could not pay the bill we just received on 7/15/16 that included a due date of August 1. I explained to the person on the phone the issue must have been with Highmark's website, as we received a confirmation e-mail, which I faxed to her for reinstatement Upon investigation, Highmark was able to see we had visited the website to set up payment on 6/21 as we said; however, reinstatement was denied. That was July 15, 2016. Since then I have been contacting various supervisors at Highmark to get this corrected. Highmark continues to say the issue is "non-payment" and refuses to admit this is a mistake on their part, specifically a problem with their website. I have spent hours on the phone and on hold over the past 18 days trying to correct this while my wife and I are without health insurance. Recently I waited six days for a return call from a supervisor after I made multiple requests to have her call me. When she did contact me, she refused to connect me to a supervisor so I could escalate the issue. Please contact Highmark to have my policy reinstated. All this was due to a mistake by Highmark and their website.Desired Settlement: Reinstatement of our health insurance policy since the mistake was not ours. We will pay the necessary premiums to get the policy up to date. Secondly, their billing should be corrected. Customers should not receive a bill with a due date two weeks in the future to then be told they cannot pay the bill because the policy was cancelled (due to Highmrk's error.) In addition, Highmark managers should receive customer service training regarding escalation of a customer's request to a supervisor.

Business

Response:

Dear Ms. [redacted]:This is in response to your inquiry sent to us on behalf of member identified by the Case ID number noted above.The member stated in his complaint that on June 21, 2016, his spouse entered their information to pay the first premium payment online at www.highmarkblueshield.com. He stated that she submitted the requested information, and then received a confirmation email. When they received their next invoice, there was a balance from the previous month, in addition to the current month’s premium payment. The invoice indicated both payments were due before August 1, 2016. He stated that they called Highmark on July 15, 2016, to make a payment. They were informed that their policy had been cancelled for nonpayment. The member stated that he explained to the Customer Service Advocate (CSA) that there must have been an issue with the website, because they had received a confirmation email. He stated that he faxed a copy of the email to Highmark for proof of payment. The member continued to state that Highmark could see that they had gone online to set up a payment on June 21, 2016, but Highmark denied the reinstatement. He stated that he has spent several hours on the phone with Highmark Customer Service attempting to have his policy reinstated, while the member and his spouse are without health insurance. He stated that most recently he had to wait six days for a supervisor to call him back. When she did call him back he stated that she refused to connect him to another supervisor to escalate the issue. The member stated that Highmark continues to say his policy cancelled for nonpayment, and refused to admit this was a mistake on their website. The member would like to have his policy reinstated, and he is willing to pay any past due premiums. He also stated that he feels Highmark needs to correct their billing because customers should not be receiving an invoice with a due date two weeks in the future to then be told they cannot make a payment because the policy was cancelled due to a Highmark error. The member continued to state that Highmark supervisors should receive customer service training regarding escalation for customers request to speak with a supervisor.Highmark has reviewed the member’s billing account and online session history. There has not been an attempt to make a payment on the account. The online session history shows they logged on four different times on June 21, 2016, and at one point the member added a payment method. The session history does not include an attempt to make a payment. The first attempt to make a payment by the member was on July 15, 2016, when he called Highmark. His initial invoice listed a due date of July 7, 2016, and there is no grace period for initial payments. The cancellation of the member’s policy was not a Highmark error because no payment was made on his account.

Review: I have a plan purchased through the Marketplace. On 6/21/2016, I updated my income through healthcare.gov after I received a raise at work, which decreased my subsidy by $60.00 a month. My premium went from $193.97 to $253.97. I had already paid every premium through July. When I received my bill for August, it was for $991.90. I called customer service and was told it was indeed a billing error, and that the true amount owed for the month of August, plus the prorated tax subsidy was $334.30 ($253.97 premium for August, $60 tax subsidy difference for July since I had already paid the premium before making the change, and $20.33 for the last few days of June after the change was made.) I sent in the check for that amount, and was told that the form had been submitted to correct the rest of the $657.60 error. When I received my invoice for Septembers premium, the issue had not been corrected and it was showing a total of $911.57, which is for the "past due" billing error amount of $657.60, plus my September premium of $253.97. I immediately called around the middle of August, and was informed that the form had been sitting on someone's desk since there was "not enough information to process" the request. I went through the whole issue again from the beginning, was told again just to send in a check for the $253.97 premium, and she would resubmit the request and "expedite" it. I called the next week, and spoke with a gentleman who said that it would be processed towards the middle of the week, and definitely be corrected by Friday. I've been calling ever since and still can only get a response of "it's still showing as an open request". This will now be the 3rd billing cycle with the incorrect amount, and no one can tell me why it has not been fixed or when it will be fixed. I was also assured I would not receive a delinquency letter, which I did in fact receive and now I am in constant worry that I will have my coverage canceled or be sent to collections, damaging my credit score. I have to keep calling to have them update my account information so that I will not be denied coverage because of their billing error. I have always paid all of my premiums early and have been the ideal consumer, as a healthy person who only uses benefits for preventative checkups. It is very unfair that, through no fault of my own, I have been billed in excess and Highmark has done nothing in almost 3 months to remedy the situation.Desired Settlement: I would like the amount that was billed in error ($657.60) removed immediately from my account, and my account to be updated as paid to date.

Business

Response:

Dear Ms. [redacted]:This is in response to your inquiry sent to us on behalf of member identified by the Case ID number noted above.The member stated in her complaint that she updated her income with the Federally Facilitated Marketplace (FFM) via their website and her Advanced Premium Tax Credit (APTC) was decreased by $60 a month. She stated that her billing has been incorrect since the changes were made, and that she has contacted Highmark Customer Service on numerous occasions only to be informed they are having the billing corrected. The member stated that she has attempted to have the issue resolved for almost three months and her invoices continue to be incorrect.According to Highmark’s records, an enrollment file was systemically uploaded by the FFM into the member’s account that changed her APTC on June 22, 2016. The effective date of the change was June 21, 2016. This information then migrated to the billing area in which the member’s account systematically updated. However, because the changes were made midmonth, the system overcompensated for the June and July premium, which overcharged the member $657.93.Highmark does have records of multiple phone calls from the member in an effort to have the corrections made. Our Billing Department is in the process of finalizing those corrections.Adjustments have been made on the member’s billing account to remove the overcharged amount. These adjustments will be reflected on the November invoice because the October invoice has already generated. Because the billing will not be correct until November, the paid to date and Express Scripts will not automatically update when the October premium is received. Highmark is monitoring the member’s account to ensure that she does not have any issues obtaining services.On behalf of Highmark, I apologize for any inconvenience the member might have experienced as a result of this issue. Should the member have any additional questions, she can contact our Customer Service Department and any member of our staff will be able to assist her. If you have additional questions, please contact me directly.Sincerely,C. M[redacted]Executive/Legislative InquiriesPhone: [redacted]

Highmark's website is very misleading regarding the coverage provided. They list an out of pocket maximum on the website, and I went over that maximum. I called to see why I was still being charged and was told that only coinsurance is included in the out of pocket maximum. When I go to the glossary on their website, their definition for "Out-of-Pocket Maximum" reads as follows: "The most you could pay in a plan year for covered services before your plan pays 100%. Your deductible, coinsurance and copays all go toward meeting it. You still need to pay your monthly premium." I questioned the representative regarding this and was told that this is just a general term. I'm just wondering why they list that I have an out-of-pocket maximum, and then tell me that I don't. It was also very difficult to get a benefit booklet. I tried to download it multiple times from their website, and it always said "Benefit Booklets are not available at this time." I was then told that I would receive one in the mail in 7-14 days. It took about 18 days to receive the booklet. I would avoid using this insurance company at all costs if you can help it.

Review: Highmark Blue Shield has not made it easy for me to pay my premiums on time. They didn´t send me invoices for the first 3 months of the year, however I called them every month and made my payments on time. In April they canceled my healthcare account. I called and they said they had issues with their system. They reinstated our healthcare account a few weeks later, but during those previous weeks ´my family´s health coverage was in limbo.

I set up automatic payments in April hoping that there would be no more issues but they overcharged me in June. They cancelled the erroneous payment without asking me first if that is what I wanted to do. Now I am not sure if my family is covered or not and they say I can not pay until the end of the month because no invoice can be generated until the end of the month of June, which means that once again I must spend the month of June not knowing if my family is covered or not and not being able to fill prescription drugs.

I am upset I have to spend so much time over the phone fixing problems.Desired Settlement: I want to be allowed by Highmark to pay my bills in time and continue with my coverage without so much hassle and stress and so many gaps in coverage.

Business

Response:

June 13, 2016Revdex.comAttn: [redacted]Case ID: [redacted]File Number: [redacted]Dear Ms. [redacted]:This is in response to your inquiry sent to us bn behalf of member identified by the Case ID number noted above.In her complaint, the member stated Highmark has not made it easy for her to make the monthly premium payments on time. She stated that Highmark did not send her invoices for the first three months of 2016. The member stated she has called Highmark every month to make her payments. In April 2016. her policy was cancelled due to a Highmark system error and it took Highmark three weeks to reinstate the policy. The member stated she set up automatic payments and was over charged in June. She stated Highmark cancelled the overpayment without asking her and she does not know if her family has insurance coverage now. The member stated she was advised by Highmark that she cannot make another payment until an invoice has generated, which will not be until the end of June. She stated they cannot get their prescriptions and that they will how be going another month wondering if they have insurance or not.The member has active coverage with an effective date of January 1, 2016. Highmark has sent out invoices to the member each month. She made her May premium and then set op the reoccurring payments through the Highmark member portal. When members set up reoccurring payments the payment that is taken reflects the amount on the invoice. The double payment of $1,166.42 was taken because her May premium payment posted to her account one day after the invoice for June was generated. Therefore, the amount due on her invoice showed a total of $1,166.42 due for May and June.On May 31, 2016, the member contacted Highmark to find out why there was a double payment taken and if anything needed to be done so this would not happen again. The Customer Service Advocate (CSA) advised the member why the double payment was taken and the best way to correct the overpayment would be to refund the payment of $1,166.42. Once the refund was requested she was advised to make a payment of $583.21 for June. She stated she did not want to be refunded. However, the CSA requested the refund before confirming this. The CSA advised the member the refund had already been submitted and could not be reversed.

Review: Detail of Complaint

I have a HSA Debit Card through Highmark for medical and dental expenses.

On March 22, 2016 I paid a $50 bill for [redacted] Dental charges

I received a request from Highmark for Documentation to support the $50 charge to the HSA Debit Card.

I sent in the documentation including the Dentist's Bill which showed the charge of $50 as my co-insurance amount that I needed to pay out of pocket

This documentation was received by Highmark on May 15, 2016

The documentation was rejected by Highmark and my debit card with deactivated by Highmark.

Highmark refuses to provide me with an explanation of why Highmark has rejected the documentation I sent in to prove the $50 charge was a valid dental expense.

Describe what you would consider to be a fair resolution to your complaint I would like Highmark to provide me an explanation in writing as to why the documentation they received from me on May 15 was rejected, and in this way I can send in proper documentation in the future.Desired Settlement: Desired Outcome:

I would like Highmark to provide me an explanation in writing as to why the documentation they received from me on May 15 was rejected, and in this way I can send in proper documentation in the future.

I understand that the Debit Card has been re-instated but my request is for a detailed explanation of why my original submitted documentation which was received by Highmark on May 15 was rejected by Highmark.

Business

Response:

August 15, 2016Revdex.com[redacted]Attention; [redacted]File Number: [redacted]Dear Ms. [redacted];This is in response to your inquiry sent to us on behalf of our member identified by your ID number [redacted].Our records indicate the member contacted Customer Service on July 5, 2016, with concerns about his Health Savings Account (HSA). Our Advocate advised the member his account was suspended due to not receiving the required verification for a reimbursement request for $50.00 he had previously submitted; however, the member advised the Advocate he had sent the requested information. It was determined that although we had received the information the member had forwarded, we were unable to automatically match it to the requested reimbursement amount because the submitted information indicated other amounts than the requested S50.00 amount.At the time of this call, the member’s previously submitted documentation was reviewed and it was determined that one of the amounts listed indicated the required $50.00 verification. On July 13, 2016. the member was notified the $50.00 had been cleared off and his debit card had been reactivated.Highmark would like to apologize for the inconvenience and frustration our member experienced prior to his debit card being reactivated.If our member has any questions concerning his coverage, please have him contact our Customer Service Department at [redacted], If you have additional questions, please contact me directly,Sincerely,Margie L[redacted]Executive/Legislative Inquiries

Review: My policy with Highmark officially ended on 1/1/2016. In order for my new insurance to work, I needed an official cancellation letter from Highmark stating that I was no longer covered under a policy.

After an attempt to have this letter faxed to the NY State of Health, I was informed that Highmark never faxed the letter despite telling me they would.

After calling again to rectify the situation in a timely manner I was abruptly disconnected and forced to call back despite being told they would call me back in the event that I was disconnected. When I finally got back on the phone with someone to request that they email me the letter of cancellation they told me they would do so. I waited for said letter and instead received an email stating my cancellation dates, which is not what I requested. I specifically told them I needed an official letter and that their half-[redacted] email was not sufficient. When I called back to receive said document I was placed on another lengthy hold and then told I would receive the email with the letter attachment. I still have not received such a document which has placed me in a health care purgatory unable to get my ASTHMA medications filled.

It is becoming a life-threatening situation.Desired Settlement: I want the letter sent to me now. And not by snail mail, but by an email in accordance with 2016 technological advancements. Anything else is insufficient.

Business

Response:

May 11,2016Revdex.comAttn: [redacted]Case ID: [redacted]File Number: [redacted]Dear Ms. [redacted]:This is in response to your inquiry sent to us on behalf of member identified by the Case ID number noted above.In her complaint, the member stated that her policy with Highmark officially ended on January 1, 2016. She stated in order for her new insurance to work, she needs an official cancellation letter from Highmark stating she is no longer covered under the policy. She stated after an attempt to have a cancellation letter faxed to the New York State of Health, she was informed that Highmark the New York State of Health never received the fax even though Highmark said they would fax the letter. She stated she called Highmark back and requested someone email her the letter of cancellation, but instead received an email stating her cancellation date. She stated she then called Highmark back to receive the letter and was told she would receive the email with the letter as an attachment; however, she still has not received a letter. She stated this is causing her to be unable to fill her medications and is becoming a life threatening situation.Highmark sent one letter and one email to her for proof of cancellation. The letter was dated March 8, 2016, and the email was sent on April 27, 2016. Highmark’s records indicate a letter was sent to [redacted] and an email was sent to [redacted] on April 28, 2016, Highmark contacted her to advise another letter has been prepared and securely emailed to her and faxed to the New York State of Health at [redacted]. Highmark also sent a copy of the cancellation letter to her through the mail.On behalf of Highmark, I apologize for any anxiety or inconvenience this issue may have caused. If you have additional questions, please contact me directly.

Review: Highmark Blue Shield told me I would owe nothing for routine/wellness checkup and blood work Had blood work done at Quest Diagnostics on July 24, 2015. Received bill from Quest for $50.00 a month later so I contacted Highmark. They told me the blood work had been coded wrong by the doctor and to have him correct and resubmit and to disregard the bill. This was done but a month later I received another $50.00 bill from Quest. This time I called Quest and explained the situation and the lady there contacted Highmark and she got back to me saying everything had been taken care of and to disregard the bill. A couple months later I received another bill from Quest. I contacted Highmark who told me there was a duplicate bill in the system from when it was resubmitted and they would delete it and I should disregard the bill. March 2016 I received yet another bill from Quest for $50.00. I contacted Highmark again The woman there contacted Quest while she put me on hold. She stated after talking to them that everything was straightened out and I should not be receiving anymore bills in the mail and to throw away the one I had. April 2016 I received another $50.00 bill from Quest and was now told by Highmark for the first time in 9 months that I owe the $50.00 because one of the tests done on my blood was not considered routine. I appealed the bill because I felt I was being mislead by Highmark who for months reassured me I owe nothing and if I did any one of the numerous people I spoke to should have been able to tell me. My appeal was denied and I was told in the appeal letter that I now owe $55.00 dollars I contacted the Customer Service Rep listed in the letter for further explanation and she said her bill was showing I owe $55.75. So not only is Highmark incompetent and misleading in their billing practices, they can't even decide upon what amount they want to bill you.Desired Settlement: My desired outcome would be that Highmark sticks to what they originally told me for 9 months that I owe nothing out of pocket for routine/wellness blood work.

Business

Response:

Dear Ms. [redacted]:This is in response to your inquiry sent to us on behalf of member identified by the Case ID number noted above.In her complaint, the member stated that she was told by Highmark she would not owe anything for routine checkups. The member stated that she had blood work done at Quest Diagnostics, as part of her routine checkup on July 24, 2015. She then received a bill from Quest Diagnostics for $50.00. The member stated that she contacted Highmark about the services not being covered and was advised by a Customer Service Advocate (CSA) to disregard the bill because the doctor had coded the blood work wrong and her doctor would need to resubmit the claim. She stated that her doctor resubmitted the claim but she received another bill from Quest Diagnostics for $50.00. The member stated this time she contacted Quest Diagnostics and the representative from Quest Diagnostics contacted Highmark. The representative from Quest Diagnostics advised the member that everything had been taken care of and to disregard the bill. She stated a couple months later she received another bill from Quest Diagnostics. The member then stated she contacted Highmark and was advised to disregard the bill because there was a duplicate bill in their system from when the doctor resubmitted it, and the duplicate would be deleted. In March of 2016 she received another bill from Quest Diagnostics for $50.00. The member stated that she contacted Highmark again and the CSA contacted Quest Diagnostics while she was on hold. She stated that the Highmark CSA advised her that after speaking with Quest Diagnostics that everything was straightened out and that she should not receive any more bills, and to disregard the bill. In April 2016 she received another bill from Quest Diagnostics and was told by Highmark for the first time in nine months that she did owe the $50.00 because one of the tests was not considered routine.The member stated she appealed the bill because she felt like she was being misled by Highmark, who for months reassured her that she owned nothing. Her appeal was denied and she owed $50.00. She contacted Highmark for further explanation of the denial letter. She stated the Highmark CSA advised her that she owes $55.75 instead of $50.00. The member stated that Highmark is incompetent and misleading in their billing practices and cannot even decide on what amount they want to bill you.Highmark has reviewed the claim in question. The claim from July 24, 2015, has been correctly processed according to the benefits of the plan. The claim has five procedures listed on it. The procedures listed on the claim that are not covered under the preventive schedule on this claim are: [redacted], [redacted] and [redacted]. The procedures that are covered under the preventive schedule are: [redacted] and [redacted]. Highmark cannot process the other procedures listed on the claim as routine because the procedures are not part of the 2015 preventive schedule. The preventive schedules are viewable online at www.highmarkbcbs.com and in the member’s benefit book. I have enclosed a copy of the 2015 preventive schedule.Highmark’s records indicate that the member contacted Highmark Customer Service four times regarding the claim for date of service July 24,2015. During the call on September 14,2015, which was prior to the resubmission of the claim, the member was advised that her responsible amount was $50.00. The claim was resubmitted by the provider and reprocessed according to the member’s benefits. Based on the revised billing codes, the claim processed with the member responsibility of $55.75. The member had a copay of $50.00 and $5.75 was applied to the member’s deductible.On behalf of Highmark, I apologize for any anxiety or inconvenience this issue may have caused. If you have additional questions, please contact me directly.Sincerely,Michelle D[redacted]Appeals CoordinatorPhone: [redacted]

Review: Unclear contract terms and ineffective customer service make an intelligent person with reasonable effort and due diligences unable to clarify what routine preventive eye exam is covered 100% as preventive care, which resulted the routine preventive eye exam that has been 100% covered by my polices as preventive care for years no longer covered as preventive care in 2015. I end up with a sky high bill ($556) that I tried reasonably hard to avoid for that unneeded service. I didn’t have medical need for that routine eye exam, rather just want to use the preventive care benefit that I’ve used for years. If I knew it’s no longer covered by my policy as preventive care, I’d not use that service.

I made reasonable effort to validate the benefit before the service and huge effort to understand the terms afterward. It became clear only after my huge effort afterward that the only way to really understand what service is covered as preventive care in my 2015 policy is to get the list of reimbursement codes under that category, but the customer service refused to release the list till the very end of the process after my repeated requests. The policy document only have following statement. Nowhere else has any mentioning or explanation of what they are throughout the 82 page long policy brochure.

"Routine Eye Examination

Routine Vision Screening

100%; deductible does not apply."

Member ID: [redacted].

2nd appeal denied citing not receiving my 2nd appeal. I've evidence showing it's submitted within specified time.Desired Settlement: To cover 2015 Eye exam as preventive care, not apply to deductible.

Business

Response:

May 18, 2016Dear Ms. [redacted],This is the Highmark Blue Cross Blue Shield Delaware response to the customer concern under Revdex.com Case number [redacted].The services the member and his dependent child received on October 16, 2015, were submitted by the network provider as comprehensive eye exams, with refractions, and not as routine vision screenings. As indicated on the Summary of Benefits information the member included with his complaint, when received from a network provider, comprehensive eye exams are eligible at eighty percent (80%), after the deductible; routine vision screenings are eligible at one-hundred percent (100%), and the deductible does not apply.The member submitted an appeal related to these allowed charges being applied to his plan deductible and received notification his appeal request was denied, Based upon the procedure codes submitted by the provider, the plan deductible was appropriately applied to these services. The denial letter the member received advised of his Second Level Appeal rights. However, we have no record of receiving his Second Level Appeal request within the allowed amount of time. Unfortunately, the member has no additional appeal levels available to him related to the processing of these services.Additionally, we are unable to change, alter or delete coding information received from a provider to satisfy individual payment. According to the claim information submitted by the provider, these services processed correctly according to the terms of the member’s benefit plan. Should our member have any additional questions, a Customer Advocate is available to assist them at [redacted].Sincerely, Ms. L[redacted]Appeals Analyst

Terrible company and employees. They refuse to pay for a [redacted] that is covered by the federal ACA guidelines and Highmark's own schedule of preventative tests for people over age 50. It's been over 4 months now and they continue to play games and act in a very unprofessional manner by not paying for or covering a eligible preventative test I had done. They continue to blame me for the correct procedure codes not being submitted correctly. As a patient I never created, nor are privy to or even see the procedural codes that are submitted or used by the doctors office, lab or insurance company. They continue to use this as a horrible excuse to not pay.

Review: I have contacted BCBS multiple times regarding 2 hospital claims for my young daughter. When I contact BCBS they indicate the claims are eligible for payment and will be paid immediately. I have actually went through the effort of conducting a conference call between BCBS and the hospital billing departments. However BCBS refuses to pay the bill and my credit rating is now at stake.Desired Settlement: I need BCBS to pay the charges of $456.00 to [redacted] Emergency Med Associates and $945.00 to [redacted] Hospital.

Business

Response:

Jennifer, Case Id #[redacted]. The $456.00 charge for [redacted] Emergency Med Associates, paid to subscriber. Issued 12/15/15, check number [redacted], cashed 12/23/15, in the amount of $456.00. The charge for $945.00?? for [redacted] Hospital for the date of service 06/07/15,. The charged amount is $1,757.50, the allowed is $483.96, we paid $445.43, the patient responsibility is just a $50.00 copayment. Thanks, Theresa Theresa G[redacted]Member Grievance and AppealsPhone#: [redacted]Fax#: [redacted]Email: [redacted]

Consumer

Response:

I send my deepest apologies. Upon receiving BCBS' response I checked with my husband to only discover he had in fact received and cashed the check.

Review: I've had BCBS for 2 yrs, on May 20th I received a notice from them saying they cancelled my health insurance on March 1. Yet they have cashed my premium checks for April and May. When I contacted them they informed me it was cancelled because I still owed them $166.00 for March. I spoke with a supervisor named Abbie. Yet they never contacted me of this until I received the letter on the 20th. Other wise I would have been happy to send them a check. I had this disputes with them last year as they cancelled me then, only to figure out It was indeed there screw up, just as it is this time. I contacted them again today (23rd) three times with no return call. Three messages I left for Abbie to call me back. I am scheduled for emergency surgery on Thursday for my gallbladder. This company is horrible with adding and subtracting there payments, I have a health condition that requires weekly infusions and need my health insurance. I informed them I have contacted a attorney and will take legal action if this is not resolved befor my surgeryDesired Settlement: I want the billing situation resolved and my insurance reinstated immediately

Business

Response:

June 6, 2016Revdex.comAttn: [redacted]Case ID: [redacted]File Number: [redacted]Dear Ms. [redacted]:This is in response to your inquiry sent to us on behalf of member identified by the Case ID number noted above.In her complaint, the member states that she received notification from Highmark on May 20, 2016, advising her that her policy was cancelled effective March 1, 2016, but that Highmark had cashed her premium cheeks for her April and May premium payments. She states that when she contacted Highmark she was advised that the policy cancelled because she still had a balance of $166,00 for the month of March. The member further states that she had the same problem last year and was cancelled due to an error within Highmark’s system.Upon reviewing the member’s account, Highmark has determined that the member was invoiced correctly since February 2015, The invoice generated on December 8, 2014 for the January 2015 enrollment period reflected the same Advance Premium Tax Credit (APTC) that the member had in 2014. This was due to not receiving her updated information from tire Marketplace. The new enrollment information was received from the FFM on December 17, 2014, and the February invoice was generated reflecting the adjustment to the APTC for January.Effective May 1, 2015, the member’s APTC was updated by the FFM and this new information was sent to Highmark. The change to the APTC resulted in a decrease of $145.00 per month to her monthly premium. Although she was invoiced with the lower premium, she continued to send the original payment amount, which resulted in a credit to her account each month. In October 2015, the member contacted Highmark Customer Service and was advised that the credit amount on her invoice was correct. The member requested that the overpayment be refunded to her rather than keeping it on the account.After this refund was issued, the invoice for the December 2015 coverage period was generated on November 9, 2015. This invoice correctly reflected a balance of $539.16. Effective January 1, 2016, the member no longer received an APTC. There was a premium increase for 2016, and without the APTC, she is now responsible for the full premium amount of $833.24 per month.No payment was received from September 14, 2015 Until January 21, 2016. The payment in September was part of the refund issued. The payments the member sent starting January 21, 2016, were not enough to satisfy the balance due. Because the member no longer receives an APTC, her policy has a thirty-one day grace period from her paid to date to pay the premium, or the policy will cancel for non-payment. Because the balance remaining for the March premium was not received within this grace period, the policy was terminated for non-payment. Highmark reinstated her policy because she did not receive a delinquency letter advising her of this.At this time, the member has been advised that she has a total balance due of $1915.77 to pay the account through July 2016. This payment is due by June 30, 2016. A detailed payment and invoice history is available to the member upon her request.If you have additional questions, please contact me directly.Linda S[redacted]Executive/Legislative InquiriesPhone: [redacted]

Review: I've been trying for months to get billing with Highmark addressed. It is July 18th. I have not received a bill, when I call on the phone - it is a $0 balance and I was told by Heidi in the billing department that the bill is due on August 1st, I can ONLY pay it on August 1st in the automated system and if I do not pay it exactly on the 1st it will be late. In addition, I cannot pay it online because the system says $0 balance or there is not a way to actually pay it once I get to the bill pay screen. The online department tells me that I am set up for auto-pay, the people on the phone say that I am not. They will not help me get this straightened out. I feel terrible filing a complaint but you've cancelled my insurance earlier this year - all due to billing. I spend an hour each month trying to pay my bill. I've spoken to my doctors office and they've heard the same thing from other patents. It is terrible.Desired Settlement: To have someone dedicated to getting my bill auto paid. Somehow that was screwed up too. I want them to call me each month and tell me it has been paid or get an email stating it is paid. I do not want to have to call this in every month.

Business

Response:

July 29,2016Revdex.comAttn: [redacted]Case ID: [redacted]File Number: [redacted]Dear Ms. [redacted]:This is in response to your inquiry sent to us on behalf of member identified by the Case ID number noted above.In the complaint, the consumer states that she is having difficulties making her payments on the Highmark website.On January 21, 2016, the consumer contacted Highmark questioning why she was not receiving invoices. She was advised that she was set up for recurring payments and that the invoices were online. The consumer went onto the Highmark website and deleted the recurring option effective February 1, 2016. The consumer contacted Highmark and advised that she was having difficulty making payments with her credit card on the Highmark website. She also advised Highmark on May 5, 2016, that she was not receiving invoices. According to Highmark’s records, invoices generated for the consumer on February 9, March 9, April 9, May 11, June 9, and July 11, 2016. The consumer was advised that there was an issue with the online payment system and that if the invoice was paid, the website would reflect a zero balance and would not let her make a payment. Highmark has identified an issue with our online payment system where the credit card option was not set up as a way to make a payment for her plan. The account has since been sent to web services and will be updated within the next 48 hours. A web services representative will contact the consumer and advise when this issue has been corrected and then she will be able to go onto the Highmark website www.highmarkbcbs.com and set up her online payments.On behalf of Highmark, I apologize for any anxiety or frustration experienced as a result of these matters. We strive to provide efficient, courteous and quality service. Even when these standards are not met, we are continually working to improve our service to meet the needs of our valued customers.If you have additional questions, please contact me directly.Sincerely,Brandy G[redacted]Executive/Legislative InquiriesPhone: [redacted]

Review: Due to a rate increase of $11.05 effective in December 2013, coverage was canceled in December due to 'non-payment' of premium, according to customer service. There was a prorated amount for my policy that should've been paid in December, that I was completely unaware of. I had faithfully made my payments each and every month including the new premium rate, to date. However, after visiting a pharmacy to pick up a prescription on June 17, 2014, did I notice that my insurance had been rejected because it was canceled. Highmark kept accepting my monthly premiums without notifying me that my policy was no longer in effect. In essence, I had been paying for a service that I was not receiving. They informed me that in order to reactivate my health insurance, I would need to pay the full next month's premium including the increase that should've been paid in December. Not that $11.05 is a dramatic increase from what I normally pay, but the fact that Highmark DID NOT inform me that my health coverage was canceled (so I could have taken care of this sooner), but still accepting my payments, is inexcusable. When I asked for a refund for the months in which I had no service, I was told that there would then be a 'gap' in my coverage, even though Highmark as a company failed to provide it's consumer notice that the policy was no longer valid. Customer service told me that they do not send letter to policyholders when their coverage is canceled. After tiring conversations with customer service and the Highmark store manager, my policy was made effective again. However, I had a visit to my physician's office on June 10, 2014 and today, June 24, 2014 I receive an explanation of benefits stating that payment will not be made for charges incurred. I again called customer service and was told that in order for Highmark to make a payment, I would need to pay next month's premium that included the one-time increase. Highmark has failed on numerous attempts to reconcile this issue and kept saying 'I understand your frustration'. Due to Highmark's failure to properly notify their member of important changes, I am stuck with a bill for an office visit until I pay the next month's premium with the increase.Desired Settlement: Refund of premiums made from January 2014-May 2014 when my policy was canceled, but still making payments for a service I was not receiving AND no coverage gap on policy.

Business

Response:

ID Number: [redacted]

Review: Highmark never credited me for payments I made to enroll in healthcare insurance starting in January 2014. This included not paying for an optometrist's visit. Highmark did not respond to my request for them to resolve the issue of my missing payment even though I provided them with the exact date and time of my debit card payment and the reference number that they provided. I did receive a letter denying payment for this optometrist visit. The pattern was of billing me and denying any service, which I believe is intentional to make the customer give up and abandon the money in view of the time and irritation it takes to resolve the insurance company's errors. I never received any information on how to resolve that non-reimbursement, and I never received information on how I could otherwise use my health insurance, e.g., which physicians were in their network. I wrote a letter May 27, 2014, asking them to cancel the policy and telling them how irate I was. After I sent this letter, they sent me a letter that I could use (I imagine) for tax purposes that said I had been insured. I would like to mention that this letter claiming that I was insured is, I believe, fraudulent. I also began to receive robocalls telling me how to enroll for benefits.

Highmark duly stopped sending me bills but never reimbursed me for the two months of premiums that I paid. I am writing now to demand that they reimburse me for both these months, which is $686.88.Desired Settlement: I would like to be refunded the money which I paid, $686.88

Business

Response:

Revdex.comAttn: [redacted]

[redacted] Case ID: [redacted] File Number: [redacted] Dear [redacted]:This is in response to your inquiry sent to us on behalf of member identified by the Case ID number noted above.The member states in their complaint that Highmark did not credit their account for the two payments that were made in 2014, that Highmark denied payment for medical services that were rendered, and that Highmark has not refunded the member for those payments. The member says that after writing to Highmark, requesting to cancel the coverage that Highmark sent a letter that said the member had been insured; however the member feels that the statement of coverage was fraudulent. On June 10, 2014 the member was contacted via telephone in response to their written correspondence to Highmark, and was advised that the payments made on January 14, 2014 and February 14, 2014 had applied to the health insurance coverage for the months of January and February 2014, as the policy was effective January 1, 2014. A follow-up letter was also sent on June 11, 2014 verifying that information. The denial of services that the member is referencing is pertaining to services obtained during the month of March 2014. Because there were only two premium payments made which applied toward January and February, any claims for services after February 28, 2014 would not be eligible for payment. The denied claim was for date of service March 3, 2014, and denied appropriately.If you have additional questions, please contact me directly. Sincerely, [redacted] Appeals Coordinator Phone: [redacted]

Review: We had Highmark Community Blue Insurance, to include Pediatric Dental-Advantage from Aug 2014-December 2014. On January 9, 2015, we received an explanation of dental benefits from Highmark Blue Shield stating that "No Payment can be made. Our records show a non-payment of the subscriber's premium". At that time, I contacted the dental number of the explanation of benefits and was informed that Highmark had not provided them with the documentation stating that our premium was paid through December 2014. I then called Highmark and spoke with a customer service representative who noticed the error in the system; stating that she sees that the system states that we were only paid through November 2014, but that there was a payment for December 2014. She noted that she made the needed changes and that in 3-5 days the dental agency will be given the updated information and they can then proceed with paying the claim. That following week (after the 5 business days), I contacted the dental insurance company to see if they had paid the claim and was again told that Highmark had not sent them the proper notification of the premium being paid. I then called Highmark again and spoke with another customer service representative named [redacted]. She too confirmed that she saw the error in the system, that the last "fix" had not been carried through with and she assured me that it will be taken care of this time. (reference # [redacted]) I asked her for a reference number which she did provide me, but assured me that I won't need it because within 3-5 business days the dental insurance agency will get electronic notification. On January 29, 2015, I received a call from the dentist stating they have still not received payment from the insurance company. So, on 1/29/15 I called the dental insurance number and was again told that they have not received confirmation from Highmark of December 2014's premium being paid. I then called Highmark again, getting yet another customer service representative, [redacted], who first tried to tell me he couldn't help me because he does not deal with dental claims, but when I explained that this was not a dental claim issue, more of a payment and miscommunication issue on behalf of Highmark, and provided him the reference number I had requested the last time I called, he said he could help me. I explained the situation again and he asked if I had a phone number for the dental insurance company. I gave it to him and he placed me on hold for just over 20 minutes. When he returned, he stated that the Marketplace never enrolled me in the dental insurance and that I needed to call the Marketplace. I told him that I have been on the phone with the dental insurance company on three occasions and they have not said that once; that they state Highmark did not report to them that I paid the premium for December. He again stated that I needed to call the Marketplace or the dental insurance company, at which time I requested to speak with a Highmark supervisor. I was then transferred to Angel, the supervisor who confirmed that Highmark had not followed through with the submission to the dental insurance company that the premium was paid; and voiding the "marketplace" issue that [redacted] had given me after a 20 minute hold time. Angel was kind and apologetic and stated that she will handle this herself so that "the ball won't be dropped again". She stated that she will call me on Friday 1/30/15 with an update and provided me with a new reference number ([redacted]). All of this confusion was in relation to a $73.00 dental bill when we paid approximately $370.00 for our monthly premium to cover it. Additionally, the dental bill is now late, and if not paid soon, will tag on additional fees. The lack of follow through by Highmark is completely unacceptable, as we pay our monthly premium with the agreement that our medical bills will be covered as indicated in our plan.Desired Settlement: I would like to be reimbursed for the difference between December 2014's premium and the amount of the dental bill from Dec. 9th (assuming Highmark follows through with their submittal, if they do not, I would like a full $370.00 refund) for a total of $297.00

$370.00 monthly premium - $73.00 dental bill = $297.00

Business

Response:

February 23, 2015[redacted]This is in response to your inquiry sent to us on behalf of member identified by the Case ID number noted above.The member states in his complaint that he contacted the Federally Facilitated Marketplace (FFM) to change his policy for 2015. Highmark did receive an enrollment file to enroll the member into a new policy for 2015, however Highmark did not receive a cancellation file for the member’s 2014 policy. Based on the fact the Highmark did receive the updated enrollment file, Highmark has cancelled the member’s 2014 policy effective January 1, 2015. On behalf of Highmark, I apologize for any inconvenience or concerns the member may have experienced due to this matter. If you have additional questions, please contact me directly.If you have additional questions, please contact me directly. Sincerely, [redacted] Executive/Legislative Inquiries Highmark Inc.----------------------------------------------------------------------------...⇄ March 11, 2015This is in response to your inquiry sent to us on behalf of member identified by the Case ID number noted above.The member states in her complaint that she experienced problems when utilizing the pediatric dental benefits included in her health insurance policy. The member states that she was unable to obtain services and had a pediatric dental claim deny due to this issue. Our research showed that the problem was related to a billing error that prevented the member’s billing account showing the correct paid to date. That issue has been corrected and the member’s paid to date is now reflecting the correct date. All claims that were affected by this issue have been reprocessed per the member’s benefits, including the pediatric dental claim for the date of service December 9, 2014.The member states in her complaint that she was promised a return call from the Customer Service supervisor that was researching the issue for the member, and that this return call was not made. The supervisor did not make the return call as promised, but noted in her inquiry the call was not made because the member had been advised of the resolution to the issue by a Customer Service representative on January 30, 2015. The supervisor has been coached on the importance of following up on promised calls to members. On behalf of Highmark, I apologize for any inconvenience or concerns the member may have experienced. Please be assured we strive to provide efficient, courteous and quality service and are concerned when these standards are not met. If you have additional questions, please contact me directly. Sincerely, [redacted] Executive/Legislative Inquiries

Consumer

Response:

The response did not address the concerns for the claim that to date has still not been handled; only spoke about enrollment which had been settled prior to making the complaint.

Regards,

Business

Response:

This is in response to your inquiry sent to us on behalf of member identified by the Case ID number noted above. The member states in her complaint that she experienced problems when utilizing the pediatric dental benefits included in her health insurance policy. The member states that she was unable to obtain services and had a pediatric dental claim deny due to this issue. Our research showed that the problem was related to a system error that caused the member’s 2014 dental enrollment information to be inaccessible to our dental insurance department. That issue has been corrected and the member’s 2014 dental policy is showing active for 2014. The member has been reimbursed for the pediatric dental claim for the date of service December 9, 2014. The member states in her complaint that she was promised a return call from the Customer Service supervisor that was researching the issue for the member, and that this return call was not made. The supervisor did not make the return call as promised, but noted in her inquiry the call was not made because the member had been advised of the resolution to the issue by a Customer Service representative on January 30, 2015. The supervisor has been coached on the importance of following up on promised calls to members. On behalf of Highmark, I apologize for any inconvenience or concerns the member may have experienced. Please be assured we strive to provide efficient, courteous and quality service and are concerned when these standards are not met. If you have additional questions, please contact me directly. Sincerely, [redacted] Executive/Legislative Inquiries.

Review: I filed a claim for reimbursement on November 4 with Highmark Blue Cross Blue Shield. All of the forms were completed and submitted correctly. I did not hear anything or receive reimbursement for almost two months. I called on 12.29.14 to follow up on my claim and when I spoke to the representative she said they had the claim and just had not done anything with it. She then sent the claim to my local Blue Cross Blue Shield only after my prompting.

Today on 2.13.15, I called to follow up on my claim and it was just returned from the local office to Highmark. I was then told it would take another 4-6 weeks to process this claim. In total, this claim will have taken 4.5 months to process! That is totally unacceptable. Additionally, the representative I spoke with today [redacted] was extremely rude.Desired Settlement: I would like for my claim to be expedited so that I can receive reimbursement in less than 4-6 weeks and I would like for this not to happen again, though I am sure it will. This is the worst company I have ever had to deal with. Totally unacceptable.

Business

Response:

Dear Mr. [redacted]This letter is in response to your inquiry dated February 18,2015 concerning the delays in claim processing.The expenses in question were initially submitted to us by the customer and were received November 7,2014. On November 22,2014 two claims were processed and denied with an explanation of benefit notice (EOB) advising the customer; we are unable to verify that the services were performed by an eligible licensed provider, please have your provider contact Highmark’s Provider Data Service, [redacted], [redacted], phone ###-###-####.On January 6,2015 and February 13, 2015 the expenses in question were submitted to us by the provider’s local Blue Cross Blue Shield Plan of Tennessee. Two claims were processed and paid to the customer on February 13,2015 and February 17,2015,If the customer has any additional questions or concerns about this matter, a Customer Advocate is available to assist them at ###-###-####.If the Revdex.com has any questions or needs additional information, please contactme directly.

Review: I signed up for health insurance on healthcare.gov have proof of my payment premium being made and Highmark took my money and I have not received any health coverage. They told me they have no proof of me paying nor an application. I have spoken with customer service at least 25 times now and they told me this most likely will not be resolved until April or May (my coverage was supposed to begin March 1st, 2014) and to keep making my payments every month. They are telling me to pay for 2-3 months of insurance that I will not have! Needless to say I signed up for (Highmark Health Services Shared Cost Blue PPO 2650 a Community Blue Plan) and payed my first months premium back in January 2014. I have proof of payment and a payment ID number along with my bank statement that show Highmark took the money. I have been sick for over 1 month and can not get any medications to get better because they say I am not covered.Desired Settlement: I would like to have the health insurance that I am paying for. I would like them to credit me the months that I have already payed for instead of me having to pay 2-3 months for something that they did not provide me with.

Business

Response:

Review: I take nexium-40mg daily. I had a 90 day prescription coverage with [redacted] Inc. and was covered by Highmark BC/BS for this medication. My health plan allowed me to refill a precription after 60% of the drug was used. I have been filling my prescriptions with these companies for years. My last refill for nexium was on Nov. 18, 2013 and it should have been eligilble for refill when 60% was used. On Jan. 18, 2013 I called [redacted] Inc(mail order drug co.) and they said my insurance company would not allow it to fill. I called Highmark and spoke to a representive who stated I was eligible for refill. While I was on the phone she called [redacted] and talked to a supervisor([redacted]). [redacted] admitted the mistake and said she would hand fill the order that day and it would ship in 24 hours. This was Jan. 23rd. When I did not see it shipped on [redacted] website I called again on Jan. 25th and was told again it would ship that day. I was away for a week and when I got home their was no nexium. I called [redacted] and was told it was denied again by HighmarK. I called Highmark and talked to [redacted] who stated it should have been filled. She called [redacted] and talked to supervisor Melissa, who admitted it was also their mistake. Both Highmark and [redacted] admitted thier mistakes in a taped 3 way call. However on Jan.31, 2014 my insurance with Highmark ended because I turn 65 on Feb. 10, 2014 and went on medicare Feb. 1, 2014. Both companies refuse to do anything to refill this script because my coverage ended. I placed this order on time. I called each company long before my coverage ended and brought attention to their mistakes. Both companies admit fault now but refuse to correct the error they caused. This was a $575.00 prescription that I must now absorb the cost for. I feel both companies did not fufill their contactual obligations to the consumer paying for the insurance- ME!Desired Settlement: Highmark was my health insurance provider and had they not made repeated mistakes the nexium would have been filled.I want the contractual obligations met. I would like the 90 day supply of nexium or the necessary amount of money for me to purchase the 90 day supply.

Business

Response:

ID Number: [redacted]

Review: I went to an urgent care facility, which is maintained by a hospital (but the urgent care facility is off-site and not part of the hospital). I have insurance through Highmark. Upon the claim being submitted to Highmark, they refused to pay the claim as required. I made a co-payment of $40 at the facility. However, Highmark is now charging me $40, plus an additional $175 for what they allege is an ER consultation.Because this is owned by a Hospital, Highmark is contending that I went to both an Urgent Care center AND an ER room. As such, I had the Urgent Care facility contact the insurance company. [redacted], the customer representative from Highmark, listened to the Urgent Care facility tell her that I only went to a single place, and that it was Urgent Care facility. [redacted] stated that she would not change this to reflect I only went to the Urgent Care facility and stated that Highmark was still going to force me to pay for an ER consultation that never occurred.This has cost me over 2 hours of time and at least 4 phone calls. Each person before has promised to at least take a look at the situation and call me back. I have never received a call back and instead had to call them again to wait on hold for 20 minutes and be told I went to the ER when that never happened. Disgraceful.Desired Settlement: I want to only be charged the co-pay for the urgent care facility, instead of being charged the co-pay for the urgent care and the ER. I only went to the urgent care.

Business

Response:

September 5, 2013

Revdex.com ID Number: [redacted]

Dear Ms. [redacted]

This is in response to the inquiry sent to us for your ID Number of [redacted]

Our records indicate our member received urgent care services on May 8,2013, The provider

billed the professional services the member received as an office visit and the applicable

specialist copayment under the member’s benefit plan of $40.00 was correctly applied.

Because the urgent care center is associated with a hospital, the provider also separately billed

facility charges associated with the member’s urgent care, The claim for the services associated

with the facility charges originally applied an incorrect copayment of $175,00. However, the

claim for the facility charges has recently been reprocessed according to the member’s group

benefit plan to correctly apply the $40.00 urgent care copayment. The member should be

receiving a corrected explanation of benefits statement related to the facility charges the provider

billed in approximately seven (7) to ten (10) days.

If our member would have any additional questions concerning their coverage, please have them

contact our Customer Service Department at the telephone number indicated on the back of their

identification card. If you have additional questions, please contact me directly.

Sincerely,[redacted]

Executive Legislative Inquiries

Review: I have never been so livid with a company. I have called more than eight times to deal with a billing issue where I am consistently invoiced incorrectly (about $300 more than I'm supposed to be charged). Because of this, my insurance has been shut off three separate times; each time resulting in a embarrassing moment at the pharmacist and the doctor's office. Twice I wasn't able to pick up my medication. I have also been charged over draft fees from my bank because Highmark withdrawled the incorrect amount directly from my bank.Each time I called, I have been told the issue has been resolved. The last time I asked for a letter to be sent to me explaining the problem and to assure me it has been fixed. I was told that would happen but it hasn't. Instead, I was sent another bill with the incorrect amount, and again with a charge of about $300 above my premium.I feel trapped with this company because if I switch insurance companies, I'll have to reset my waiting period for certain procedures and I risk losing my doctor. I also fear that I will be automatically debited again, which will result in more over draft fees. The amount of stress is becoming unbearable not knowing when my insurance will work, and if I'll have money in the bank after being charged.Desired Settlement: I want the billing issues resolved i**ediately. I want some sort of assurance that it has been fixed, besides just being told so on the phone, and I want to be refunded for all the bank fees that I have acquired either through a check or by credit on my bill.

Business

Response:

This member is currently enrolled in our PPO Blue HDNP policy on an individual direct payment

basis with an effective date of April 1, 2012.

After reading this member’s complaint, I contacted the management of the Customer Service

Department to verify the event described by the member. They have confirmed that this member

had two instances of our pulling payments from his bank account, but were unable to do so due

to nonsufficient funds.

The first instance of nonsufficient funds occurred on February 28, 2014. Unfortunately, our

billing system did not identify and/or register the transaction as nonsufficient finds, but allowed

the amount of $94.70 to register as a payment. It was not identified until June 5, 2014; at that

time the paid to date was corrected, and the next invoice listed the amount as past due, The

Amount Due indicated on our invoices indicates the amount that will be drawn from our

members’ accounts for those who chose to pay online.

The second instance of cur being unable to receive payment due to nonsufficient funds occurred

on September 2, 2014. This was due to the fact that the member owed $284 10 at that time, The

member had called into question the billing issues and was upset about the bank fees that he

incurred. Please recognize that Customer Service had offered to reimburse the bank fees;

however, they require copies of bank statements showing the fees that were assed to him. He was

provided a fax number and a mailing address to which he could forward the requested Although the member has been previously advised that his paid to date was October 1, 2014, a

review of the member’s payments was performed, and it has been determined that the

member is currently paid to August 1,2014. However, due to the issues that have occurred with

the first nonsufficient fund transaction not registering until June, a special handle flag has been

placed on this member’s account to keep his coverage from cancelling, thus allowing him time to

make payments that will bring his account current,

A summary of his payments is being sent to him by Customer Service. If for any reason he

disagrees with the amount he has paid, he may forward the corresponding bank statements to be

reviewed along with the bank fee information.

If the member has any questions concerning this coverage, please have ** contact our

Customer Service Department at ###-###-####. If you have additional questions, please

contact me directly.