It’s a great customer service story and a fine example of how social media can catch people doing good. It can also catch them doing not so good.
My customer service story is a bit different, with the amount right around $1,000. That’s right. Our health care provider doesn’t want our payment for November, possibly saving us a grand.
There is catch, of course. PacifiCare would rather drop us. We found out yesterday after my partner was prompted by a past due statement that claims we did not make a payment in November.
We did make a payment in November, just without a payment coupon because PacfiCare was slow to send a new book with an adjusted rate after I moved into the 40-something column. She knew it was going up and even called to find out what the adjusted rate might be. They weren’t sure so she sent a payment anyway.
After she received the past due notice, she called again to let them know that she had sent a payment, but it apparently had not posted. In fact, she even sent yet another payment priority mail once the coupon book arrived, just in case.
The customer service representative thanked her for the call, but said it didn’t matter. According to PacifiCare, we were dropped six week ago (we just didn’t know it). So now, even if they found the payment (or both payments), our only option is to reapply, which is impossible because PacifiCare longer accepts applications from Nevada.
In other words, we were dropped six weeks ago because of PacifiCare policy and were never notified. Or perhaps more accurately, we were slowly dropped starting two years ago, ever since PacifiCare merged with UnitedHealthcare (UNH). Originally, we thought the merger might be a good thing, given the promises emblazoned on the company’s Web site.
“The health care system isn’t healthy. At UnitedHealthcare, we’re committed to improving the health care system. We aim to take what’s wrong and make it right.
We know. That’s a bold statement. But no one is better prepared to lead a heath care revolution than the strongest, most committed health care company in the nation.”
We get it. UnitedHealthcare means that if they cannot service you properly, like sending adjusted payment coupons promptly, they will drop you. And maybe, if you’re lucky, you will even find out. Amazing!
Am I upset? Not at all. Thank you PacfiCare, UnitedHealthcare, and UnitedHealth Group. Your lack of customer service has prompted us to find a better health care provider with a better plan at half the cost. We appreciate it.
