I am on hold for twenty minutes before I decide to get online and see if I can figure it out that way. I called them through Google (did you know you can make free calls from Google? I do most customer service calls through them so they can keep me on hold forever and it doesn't eat up my cell phone minutes. I love Google) so I open a new window and find their website. First I have to create an account, then I have to log on. After that is done, I see that our detectable has been changed, but I can't see how. I also see me and Ash, but not Drek. And then I say "pay bill" so I pay our bill and then start an email to Company A (since they won't answer their phone) asking if Drek is covered because I can't see him, how are deductible has changed, and since they don't pay for well baby visits, how do I let them know that I paid for a well baby visit so it can count toward our deductible?
While I am writing that last part, I decide I need to be more specific, so I look up the date Ash had her well baby visit. I also want to add the amount I paid, but I can't find the receipt. I paid with our HSA (Health Savings Account) debit card, so I think that all the information will be online. I got to the HSA website, and realize I have to create yet another account. This one is not so easy. I don't know the information they are asking for so I have to call them too.
I am on hold with Company A through Google. I am on my cell phone with Company B. I am on Company A's website and am trying to log on to Company B's website. Entertaining, no?
Anyway, Company B says they can't tell me that information, but they can tell me where to find it, so I go digging through files and find the paper with answer to their question. I set the paper down in front of the computer. As I about to type it in, Company A FINALLY answers the phone! I have been on hold for thirty two minutes. I ask them my questions. They say Drek is over eighteen, So I'm not allowed to see him when I log on , but he is still covered, they say the new Healthcare bill changed the deductible and they said that when that happened, all automatic payment information was lost. I ask about the Well Baby visits and she informs me that under the new Healthcare bill, they will pay for all of Ash's Well Baby visits from now on. I am stunned. I ask her to double check, so she does. She checks my doctor and my plan and assures my that they will pay from now on. Wonderful!!
I thank her, hang up the phone, and then realize I've already started this account with Company B, so I might as well finish. I enter the answer, hit continue, and it gives me a crazy error message. I call Company B again, and the girl says she can help if I verify my address. I give her our address in SunLand. She pauses, and then asks if there is another address. I give her our address in Burgville, thinking we hadn't updated it. She says that's not it either. I give her our HomeTown address, that is also incorrect, but she says the state is right. I give her my parent's address, thinking I used that as a mailing address four years ago, she says that's not it. I ask her if it's the first address Drek and I lived after we were married. She asks what that address is and I can't answer because I have forgotten it. I remember the street, but she says she can't say yes or no unless I give the full address. So I go online to Google maps, type in the street, find the house, and look at street view. I zoom in to the address on the curb, give it to her, and she laughs and says no, that's not it either. I am baffled. She thinks I am am traveling vagrant and points out that we've only had this account for three years. Yeah. I move a lot.
And then I look down at the paper in front of me. On the top it is addressed to Drek and has his parent's address. I ask if that address is correct. She says that the address is, in fact, correct. Hooray! I win! It was right in front of me all along.
I don't need to watch game shows on TV, I create them for myself with customer service calls! Today on K La's Customer Service Calls, K La won two online accounts and free Well Baby visits! Join us next time on K La's Customer Service Calls!