RE: PDP Basic Enrollment

howdymark — Tue, 13 Dec 2016 09:20:49 GMT

We enrolled in the PDP Basic Part D Plan November 5, but never received any letter, ID card, or other information about our enrollment. Since the open enrollment period was to close December 7, we called Customer Service December 5. The Customer Service Rep was not able to do anything with the “Enrollment Confirmation Numbers” we recorded when we enrolled. No record could be found and we were told to re-enroll. We then spent 2 hours with an Enrollment Specialist on the phone. Once again we were told to expect info in the mail within 7-10 days. That arrived today, explaining that our enrollment would not be processed since we had already enrolled. Once again an entire afternoon was spent on the phone with Customer Service. We got our Member ID numbers, and were encouraged to register online. ID cards were once again promised in 7-10 days.

After trying to buy the PDP Basic plan for 37 days, waiting another 10 working days would create a further problem. By that time we will be traveling until the end of February. So we tried to register online, unsuccessfully because we were not given our Group Number. Online registration still would not work. We died on hold with the website help option. So we braved the phone menu again, and were advised that online registration would not work until after the effective date of coverage, ie. January 1, 2017. We were given the address to send premium payment. I will do this in spite of the fact that NOTHING I have been told has proven correct yet.

It is not possible to express our frustration in dealing with Blue Cross Blue Shield of Texas. Many hours of our time and that of numerous Customer Service and Enrollment Reps has been wasted. Our experience exhibits your shameful disregard for common courtesy with customers as well as basic business incompetence.

RE: PDP Basic Enrollment

BCBSTX Connect Team — Tue, 13 Dec 2016 09:16:10 GMT

Good morning, That is definitely a frustrating situation. I'm very sorry.

If you'd like to send us a private message with your information we can take a look at what's going on and get this all straightened out for you. ~ Kayla