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Home » Questions And Answers » customer service can't find our account says there is no policy but it was paid and a card was received

customer service can't find our account says there is no policy but it was paid and a card was received

fastnclean

They can't find account and we paid in December we got a card and book but also a letter saying that policy termination was requested which did not happen. It sounds like a glitch or something.

Parents
  • 0

    Hello, I'm responding to you on your private message. ~ HC

  • 0 in reply to BCBSIL Connect Team
    I noticed that someone from the Connect Team helped "Fastnclean" with a similar problem to mine....:  I essentially posted the following information below to "them" and realized that I shouldn't have, so I'm now directing it to you.....
    I'm going on a 4th try to get customer service to correct an error that appears to be on their end since 2-9-26.  I had employer coverage in 2025 that switched to Cobra continuing coverage on 10-1-25 through 12-31-25.  My former employer made some plan modifications that kicked in on 1-1-26 and I was confirmed by the Cobra plan manager as to being enrolled on that new plan and BCBSIL had also issued a new BCBS card confirming that new plan (group #) was tied to me - all the info seems to match....

    Additionally, I have an email from the Cobra plan manager that states the BCBSIL customer service confirmed to them that my information is in their (BCBSIL) system, but they terminated my access per the 12-31-25 old plan expiration and never activated the new plan per that Cobra information provided to them in early January 2026.  After 3 tries to send a message to BCBSIL through their on-line site access (it continued to drop my attempts in the middle of them) I was able to send something and attached some of that 3rd party information proving my points.  I have been paying for Cobra coverage for 2 months now in 2026 and have still no frigging insurance coverage.   

    If someone from the "Connect Team" have any suggestions on how to quicky get this resolved (and hopefully through a real BCBS supervisor with an ability to getting something simple like this done immediately) since I have scripts needing to be renewed and important doctor's appointments that have been adversely impacted and need to be resolved with those vendors before the end of this month which is rapidly approaching!   Not happy about this since my late afternoon conversation with Mia??? the Customer service rep couldn't/wouldn't confirm any prior conversations with me or the Cobra plan representatives that have already occurred in the 3 other prior 1 plus hour conversations that have happened.  She wants to initiate the same process again that we covered 4 times already starting on Monday (assuming that I light a fire under them first thing Monday morning about it).  This is beyond ridiculous - what happened to all the "customer service call documentation that should be being logged into the system????

    BCBSIL Connect Team please reach out to me directly via email/phone for follow-up   

  • 0 in reply to CB1

    Hello CB1, In order to speak with a supervisor about this you will need to call customer service at the number on your Id card and ask to speak with a supervisor. ~ KW

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