Pharmacy services deflecting calls to 6 number with no resolution!

I have called 6 different Blueshield CA numbers to resolve a prescription issue. I have received different answers from all as to why the prescription can't be filled after initial contact where they said the prescription could be filled. I have jumped through all the prior authorization hoops many times. All customer service reps reconnect me to another line with a 20 minute or more wait only to be given another excuse that is different from the previous excuse. I will no longer attempt to use CVS Caremark because the system is seriously flawed. Blueshield CA will loose me as a customer as soon as I am able to enroll in another policy. Blueshield CA is completely incompetent compared to BCBS MA our previous provider.
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ID
#989488 Review #989488 is a subjective opinion of poster.
Service
Blueshield Insurance Customer Care
Reason of review
Poor customer service
Preferred solution
Deliver product or service ordered
New Reviewer

Lousiest Service

You would assume that most business is geared towards adding new clients - seemingly BlueShield isn't. 2 months since I have been trying to add my wife on to my plan and each help center person has sent a different form. Rep 1 claimed she sent forms.. did not receive those for 2 weeks, so I called again.. Rep 2 claimed he will send the right forms... finally a week later we got some application form. The form assumes that you will know exactly how much premium to pay in addition - and doesn't have an option for the plan that I have. I call again, wait again, get someone who seemingly knows what is going on and suggests that she will have my wife added to my plan by calling some other department - and now filing the paperwork should be a formality. I fax the application, and receive 4 days later a mail from BlueShield that I have used the wrong application form. So here we are two months later, still no insurance and another form that doesn't specify whose information to fill out where and what the premium payment is to be. After this terrible service, they are not accountable to anyone and you still have to wait for their customer reps for 20 mins over and over to get misdirected and lied to. What a joke these health insurance companies are.
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ID
#858116 Review #858116 is a subjective opinion of poster.
Location
Irvine, California
Service
Blueshield Insurance Customer Care
Cons
  • Incapability to respond
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

Policy inactive lie

I kept paying my premium on time yet on Blue Shield's website they said my policy was inactive. When I visited a doctor Blue Shield didn't cover the visit and they told the doctor my office was inactive. Yet each time I called them they said my policy was active in their system and because of a system upgrade it showed up as inactive on their website. They said they would take 7 to 10 business days to fix this. It's been 2 months now and even after making 7 phone calls to them they haven't fixed it and they keep telling me that they are upgrading their system. Fraud? Deception? Incompetence?
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1 comment
#1079976

My wife and I are experiencing the same thing! My wife had a procedure that had to be cancelled due to our insurance being inactive, yet they are taking our money, NO PROBLEM!

When I call them, they tell me the problem is with Covered CA, and when I call them they tell me everything looks fine on their end!!! It's already been 2 weeks and the problem still remains!

I am not sure what else I can do? Did yours get fixed eventually?

ID
#586923 Review #586923 is a subjective opinion of poster.
Location
Sunnyvale, California
Cons
  • Their lies
Reason of review
Poor customer service

On hold for c/s for B.S. (ain't that appropriate) rep. for 1:23 before giving up.

4/15/2014 A few weeks ago I received a letter from a high level, possibly the CEO or vice president, employee of Blue Shield explaining how overwhelmed the company had become over the last few months due to the Affordable Care Act and the confusion and long waits it had caused. Basically it was an apology with a pledge of better service for the future. I just checked my phone time-on-hold counter and it's showed I have now been on hold waiting to talk to a c/s rep for one hour, seven minutes and counting. Of course this is beyond acceptable in any body's regard of "customer service" and especially from a company that recently made a pledge to "make things right" again. Shame on Blue Shield and shame on that CEO or VP who made that commitment of future better service. Latest time on hold...1:23 and I give up!!!
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ID
#482961 Review #482961 is a subjective opinion of poster.
Location
Carlsbad, California
Service
Blueshield Insurance Customer Care

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