Kaiser Permanente double-billed me for my monthly premium. I called on Halloween, 10/31/15, to pay for my November coverage. On Monday, November 2nd, I checked my credit card, and saw that Kaiser authorized 2 charges to my credit card for almost $500 each. I called the bank and disputed the 2nd charge. I was advised to call Kaiser and have them reverse the 2nd charge as well. When I called to have Kaiser reverse the 2nd charge, the Customer Service Rep, Shamika hung up on me, then called me back, said that I had signed up for automatic payments, and when I informed her that I NEVER authorized automatic payments, she said she would remove the automatic payment from my account and that it would take 6-8 weeks to send me a refund. I told her that I don't want to pay interest on almost $500 for 6-8 weeks because of their error, and I want the charge reversed NOW.

She said something about applying it to next month's premium, but I explained that next month, my company will begin paying for my healthcare, and it won't be with Kaiser. I asked to speak to a supervisor. The supervisor, "Desiree " at first stated that their system only showed 1 authorization, which went through, and 1/2 of a 2nd transaction. Supervisor Desiree said she would look into the situation, that it was too late to talk to the billing department, but she would speak to them and her supervisor and call me the next morning. She then wanted to know why I wasn't contacting my bank to dispute the charge (I had already contacted my bank to do that). I NEVER RECEIVED A RETURN CALL from DESIREE.

That afternoon, I called customer service again and asked to speak to Desiree and was told she was unavailable and was put through to another supervisor, "Lis " – Escalations supervisor – who apologized for no contact. Lis said it was too late to talk to the billing department (again!) but she would reach out to Desiree to find out if Desiree received any response or if not, she (Lis) would take care of it. She said she would call first thing THIS MORNING. I never received a call from either desiree or lis. I called the customer service number again today and asked to speak to billing. I asked to speak to a supervisor, but was put on hold for a LONG TIME, and then was told that NO Supervisor was available, that the double-billing has gone through, that it would take 6-8 weeks for a refund, and I could submit a complaint.

I submitted a complaint, requesting that in addition to a refund of the initial balance, that they pay me interest of 10% per year (you do the math to figure out the daily interest rate) from the date of charge until the refund is paid. This is ridiculous! While Kaiser has my money earning interest for the next 6-8 weeks, I am stuck paying interest on it until I receive a refund in 6-8 weeks, when Kaiser should just authorize a reversal of the charges (Kaiser seems to authorize taking UNAPPROVED charges on my credit card account easily enough)!!!

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