Okay, I have to share my story because chances are that millions of Americans are experiencing the same frustrations I have over the last few months. Brad Wilson, President and CEO of BCBS NC, please note that this blog will be mailed in a letter to Scott Serota, President and Chief Executive Officer for the Blue Cross Blue Shield Association (BCBSA) posted on my personal and business Facebook, sent to my linked-in network, mailed to my father-in-law an NC State Senator, mailed to Mark Walker our congressman, mailed to the NC State Insurance commission, posted on my website and sent to my connections in the National Society of Healthcare Business Consultants, an NC healthcare lobbyist – what BCBS has done to it’s members is criminal.

BCBS stole my money and continues to steal my money making me wait on hold for answers. What’s your time worth? I’m thinking of sending them a statement for services rendered, ON HOLD FEE.

This is how the story began. I contacted a colleague in my business group and asked her if she would help me get a new health insurance policy. I had a policy with BCBS last year and went through hours on the computer and phone trying to sign up for the exchange – what a nightmare, I don’t even want to highlight that experience…When BCBS debited my account twice last January, one for the previous policy (that was never cancelled according to BCBS or my former insurance agent – Hugh?) and for the new policy, I wasn’t happy and couldn’t imagine the impact of $800 coming out of someone’s checkbook twice. I’ve been a single mom – working two jobs, going to school – that’s a bunch of money. It created stress and I didn’t want it to happen again, so I asked for help this go round so the mistakes would not be repeated.

Well, go figure? Yep, BCBS was notified by my new agent and myself about the policy changes and STILL did not make the change so I paid twice AGAIN for my premiums. Once by credit card in December 2015, and again the money was stolen (debited) out of my checking account. CRIMINAL. Multiple calls later, the transaction was reversed through my bank. No notification, no phone call, no email….I just had to keep calling and so did my agent. What if people had bounced checks, had no overdraft account, couldn’t pay for groceries, rent, etc?

This is the message I received when I accessed my blueconnect account:

Your policy is not currently active. To reinstate your policy with no gap in coverage, you must make a payment within 30 days of the date of your coverage termination. You can make a payment online by going to your Account Summary.

If you have questions, please see our FAQs or call Customer Service at 1-888-206-4697, Monday through Friday, from 8 a.m. to 7 p.m. EST.

View Account Summary

Your policy is not currently active. To get coverage, you must reapply.

If you have questions, please see our FAQs or call Customer Service at 1-888-206-4697, Monday through

Friday, from 8 a.m. to 7 p.m. EST.

Another issue? I have a new policy and couldn’t access my old policy information on line because I have claims that have not been paid from last year. I have been a healthcare consultant for many years and have worked with several practices helping them clean up old debt, processing of claims to make it faster, etc. I was on hold for 54 minutes today and a lady came on the line to tell me that she was going to make an appointment for someone to call me on TUESDAY (today is Wednesday).

I lost it, forget the Dale Carnegie principles, forget the Christian in me, I took a deep breath, and said with my most assertive voice…

“Melody, let me make sure I have this straight…..You came on the line to book me a phone appointment for my insurance next Tuesday after I’ve been on hold for close to one hour. ARE YOU SERIOUS?”

She tried to explain and then I let her have an earful…I said, “Melody, are you a BCBS policy holder?”

“Yes.”

“OK, let me ask you a question….Do you have BCBS for your insurance?”

A long pause, “Yes.”

“Did they take money out of your account twice in January?”

Another pause, “Yes”

I went further to recall how much stress it created last year and it truly was a shame the poor business processes in place. Here’s the deal. What do you do when life hands you lemons? Dale Carnegie said to make lemonade. I say, when life hands you lemons, try tequila and lime to be a catalyst for change. It’s now Tuesday, the day of my most anticipated phone call with BCBS. I waited for the call for 45 minutes on my cell phone. It’s now 4:45pm EST, BCBS pulled a No Show Jones.

Tequila, Lime anyone? It’s 5:00 o’clock somewhere.