BCBSNC customers: We’re not seeing progress

WILMINGTON, NC (WWAY) — Blue Cross and Blue Shields customers are speaking out after what officials call one of the most serious system failures in years.

Earlier this month, Blue Cross CEO Brad Wilson said the company took the wrong amount from the bank accounts of about 3,200 customers. Yesterday, we reported that officials said things were getting better. Many customers disagreed.

Customers right here in the port city say they have been calling the company for weeks and have even waited for more than 3 hours on hold.

Melissa Gott said she changed her policy with BCBSNC in December and then received two separate insurance cards in the mail. Following that she was charged for two separate policies for a total of about $800.

“Now, I’ve got two policies and I’m not sure which one I’m supposed to be using,” Gott said. “Second of all, the amount of these premiums are very large. It’s about the size of a mortgage payment and losing that money, even if it’s for a very short period of time, is stressful for a household.”

Gott was charged $400 more than her policy costs.

Another customer, Rick Crocker said he had a similar situation. He changed his policy in December for a less expensive one. Then, Crocker said he was charged for the new policy at the end of December and a second charge two days later of $800 for the old policy.

A Spokesman with Blue Cross and Blue Shield sent WWAY this statement.

“BCBSNC is committed to ensuring that our customers have access to the care and services they need. Resolving our customers’ challenges is our top priority. We are redeploying staff, and expanding customer service hours, our website and phone capacity. We are working tirelessly to address the situation and making progress everyday, and we are truly sorry for this experience. Customer service representatives are working extended hours and through the weekend to take calls and call back customers that need help.”

Both customers said they like Blue Cross Blue Shield, but the customer response is frustrating and the loss of money is concerning.

Click here to see the BCBSNC blog with updates on their progress.