Major heartburn. That’s how I’d describe an incident earlier this week.
Back in June, I provided my health insurer with my new address for future invoices. Rather than PO Box 18100, my address was changed to PO Box 1800. Since there’s no PO Box 1800 in my city (West Saint Paul), the company’s computer changed the zip code on my address to one that would match the PO Box (55101).
Well, needless to say, I didn’t get my July invoice. It went instead to a major bank in downtown St. Paul. I didn’t know this until Wednesday (Aug. 25), when I received a handwritten envelope from my insurance company, addressed to my previous address. Inside was a letter from someone at USBank who intercepted my invoice and returned it to the health insurer. As soon as I received it, I called to update my mailing address again. That’s when I was told…
You’ve been canceled for non-payment.
I was livid.
I had no knowledge of being canceled and the data entry error was on their part. Not to mention, they obviously were aware of a problem when they received the returned invoice from USBank. Having never missed a payment in 10 years, you’d think someone would have made note of the unusual circumstance.
Venting
I called the “member services” department and unloaded on some poor woman’s voice mail. About the only decent thing I said was “I realize this isn’t your fault.”
Antagonistic
Since that was after hours, I called accounting yesterday morning. Let’s just say accounting was not as friendly and understanding as member services. Instead she told me:
“Your payment is due quarterly. It’s your responsibility to pay it whether you receive an invoice or not.” I don’t know about you but I pay a bill when I receive the invoice. I am lucky to remember when a monthly payment is due, much less a quarterly one.
I asked her why I wasn’t alerted that my policy was canceled. She said I had been — by mail. I asked why an alternate form of communication hadn’t been used. She said they’re much to busy to call all the policyholders who are being canceled. (Is it any wonder why they have so many?) What about email, I said? She claimed not to have my email, however, the day before I received an email from the company.
I offered to pay my premium by credit card on the spot. That’s when I was told, “Oh, I can’t take a credit card.” Okay, I offered to go onilne right away and make a payment. Then she says, “We don’t take online payments.” I was beside myself.
It was a completely antagonistic conversation that was going nowhere. As a Christian, I know I didn’t handle this situation well. I was angry and not very kind (no expletives or name calling involved). I did not act in a loving manner.
So, how could I have handled the situation better? How do you handle a situation when you’ve been wronged? How do you express your frustration/disappointment lovingly? Or at least keep a grip on your anger?
Ok, I have to start this one out with a LOL . Girl, don’t beat yourself up! Somehow we have let ourselves be controlled by big corporate company’s. Remember you have one small eliminate of control in this situation, You can always change your account to somewhere else. Yes its a hassle. But if we let ourselves be walked on and taken advantage of it will only get worse ( G, do you think Satan might be lurking somewhere in here? ) And don’t forget to let the company know why you have changed.
Good luck!
Lafonda
I agree with Lafonda, remember you are not perfect and can’t expect yourself to be in every situation. Anything related to insurance is a major annoyance; most people have done there time in customer service, I doubt you were THAT offensive. You were probably the calmest person she talked to all day. Remember He is always strong when we are weak; He shines through when you least expect it. I would totally change companies too – one that uses email and has the time to keep in touch.
See you in a couple weeks. =)
Thank you for reminding me to be gracious to myself. I think we are harder on ourselves sometimes than others. I appreciate your comments. I’ll think about changing companies, although a part of me knows that the next company won’t be all that different – sadly.
Oh, yes, I’m a perfectionist and am forever disappointed when I am anything less. As you suggest, when I am weak then his strength can shine through. If I am always trying to be strong and perfect, I limit God’s ability to display his power. Another lesson in seemingly everyday happenings. Thanks, Judy. Looking forward to BSF in a few weeks!