Drug Battle

Have you noticed that customer service is no longer (maybe never was) about serving the customer?

Nope, it's about protecting the bottom line.

I'm trying to get a drug supplier who has been paid twice--by our old and our new insurance companies--to refund my money (which I reimbursed our old company before Christmas). This type of thing can happen when you need healthcare and are literally moving between one state and one company and the next.

But their customer service reps are doing all kinds of crazy not to give me back my less than $40. However, they are energetically insisting I pay them about $12--the difference in co-pays between my two plans.

Why would I give them $12 when they owe me $40?

I've asked this question of about five of the co's reps--I'd wager to bet practically the whole office staff. I've also asked/demanded that the manager call me back. Somehow he's been "away from his desk" all six or seven times I've called to get this fixed. And he's never called me back.

I've also called the old ins co, because I'm the type who prefers answers rather than so-called service.

They gave me a toll-free number for the drug co to call. They also said there's no reason I should have to be in the middle. Right, right?

That number (which I can't imagine customer service reps don't know about or don't have access to) is "in the notes" there at drug co. I also asked that it be given directly to the manager, along with a request/demand to use it and call me back with the results.

I can still hear the crickets chirping....