x-sender: governor.haley@sc.lmhostediq.com x-receiver: governor.haley@sc.lmhostediq.com Received: from mail pickup service by IQ12 with Microsoft SMTPSVC; Wed, 4 Mar 2015 07:13:48 -0500 thread-index: AdBWdKsjIawsnuWyRqSI6I7de67v/w== Thread-Topic: Incompetant Employees of Healthcare.gov From: To: Subject: Incompetant Employees of Healthcare.gov Date: Wed, 4 Mar 2015 07:13:48 -0500 Message-ID: <457C8CE162A144F98A3E49D694C23C58@IQ12> MIME-Version: 1.0 Content-Type: text/plain; charset="iso-8859-1" Content-Transfer-Encoding: 7bit X-Mailer: Microsoft CDO for Windows 2000 Content-Class: urn:content-classes:message Importance: normal Priority: normal X-MimeOLE: Produced By Microsoft MimeOLE V6.1.7601.17609 X-OriginalArrivalTime: 04 Mar 2015 12:13:48.0322 (UTC) FILETIME=[AB42C820:01D05674] CUSTOM Mrs Margaret E Visk 120 Henson Street Spartanburg SC 29307 maggievisk@gmail.vom 8646302705 HEAL Incompetant Employees of Healthcare.gov I am grateful for the help that Obamacare provides my family for health insurance, but if I did not absolutely have to use the benefits, there is no way it would be worth the hassle of trying to deal with Healthcare.gov. I recently gave birth to a new baby in November. When I called to add my son to our insurance policy, they informed me that I would need to speak to Healthcare.gov to enroll him. I spent 5 hours (5!!) on the phone with completely incompetant individuals working with a dinosaur of a computer system. I had to pay for extra cell phone minutes it took so long! With 2 children under 3 AND a newborn this task was almost impossible. All I needed to do was add my newborn son to my health insurance policy. The first person I spoke with couldn't speak good enough English to help me through the process. After being on the phone with her for an hour and a half, I thought I would just try online myself since I was afraid our miscommunications would further screw up my application. She couldn't even pronouce my name right! And Margaret is not a strange name. Or Michael, my son's name. So at that point I tried to add him myself online. Which was fine except the computer ended up adding him to my insurance policy and deleting me, the main person on the account. The next man I spoke with just midway through the conversation went into some sort of "angry customer" schpiel and interrupted our conversation with "I am sorry ma'am and I can see that this is frustrating to you, but I will no longer be able to help you." He was like a robot. When I asked him if someone else could help me, or when he would be able to, he just mechanically answered with the same response. So I hung up with him after 45 minutes when he realized that he did not know what had happened to my account either. The last person I called I thought could help me, he was somewhat proficient and intelligent, but the computer he was working on was so slow that it took 2 minutes for each page to load. That is an embarrassment. It was like AOL dial up from the 90s. After being on the phone with him for and hour and 45 minutes, and he said "Ok your 2015 application is complete." I almost cried I was so angry. He did not fix the problem, he just made me stay on the phone with him for one hour and 45 minutes to fill out the next years application! Which I could have done by myself online in 30 minutes!!! Then when I finally got through to him about what the problem was, he realized he couldn't help me. After another 45 minutes on the phone. So I felt completely helpless. No one could get me added back to our policy. After speaking with 3 people. So I went online and deleted the application that I was not on and filled out a new one. Which solved the problem. What if I was not computer efficient? If I was someone who was uneducated and relying on the people that Healthcare.gov is employing to help me I would have been without health insurance AND would have had to pay a penalty for not being insured!! It was overall a HORRIBLE EXPERIENCE. I want to write because our leaders need to know about this problem. If it happened to me, it definitely happened to someone else. I know that the Affordable Care Act is supposed to be helping people, and with these types of issues, it could be potentially hurting the very people it's supposed to be helping.