I'm not going to name any names or call out a specific company here, but recently I have had to deal with a plethora of creditors, all of whom are clamoring to reach me in an attempt to collect past due debts resulting from my current circumstances. I have some expectation that collection calls are different and those people who are in collections must have an assertive personality. Hey, I'm late on payments and it shouldn't be any surprise that these calls have begun in earnest. For the time being I have decided to combat them by using a great little app I downloaded on my phone that blocks calls from numbers added to a "black list". I have been steadily adding numbers to this list and it's amazing how much less my phone rings. I still get voice mails, if they are left, that I can review in my own time, but the stress of having to decide whether to answer the phone or not has been greatly reduced. I can't say the same for the stress of just knowing the bills are there and currently can't be paid, but that's something I will just have to handle when I'm able to do so.
The customer service I am most upset with at this point revolves around the company handling my short term disability claim for the period being off work. The claim was initiated in early July and was initially declined because the attending physician at that time did not send adequate clinical information. An appeal was immediately filed, copious additional clinical information has been sent and receipt by the company confirmed, and yet they still have not rendered a decision. Now I was told back in July that the appeals review process can take up to 45 to 60 days, but at this point knowing that they have received documentation that is more than adequate to meet criteria, I'm still waiting. I have called numerous times, confirmed they have everything, and have been told now at least four times that someone would be contacting me. Have I gotten a single return call? Nope. At one point I was told by a very nice representative, who was pretty appalled herself that things hadn't progressed at all, that she was having a manager call me within 24 hours. That was almost two weeks ago now and still not a single call back.
Did I mention that my salary continuation during my time off is directly dependent on this short term disability claim? At this point I have had literally no income since the first week in July and have had to rely on friends and family for assistance on essentials like food, electricity, transportation, and the roof over my head. Of course credit cards have simply had to take a back seat in the grand scheme of things, which has resulted in all of the aforementioned collection calls. I'm beginning to believe that they are taking the full 60 day review period just because they can, even though I've made it clear what my situation is and that practically every single bill I have is on its way to collections if not already there. Still, I'm at their mercy and just have to hold out hope that it's all going to resolve at some point. So what's happened to customer service? Where is the accountability for following through on what has been promised? Why is there no responsiveness to numerous requests for a call back? I suppose there is one bright side; I guess at this point I should just be thankful that it's not being handled by some call center in India!
The customer service I am most upset with at this point revolves around the company handling my short term disability claim for the period being off work. The claim was initiated in early July and was initially declined because the attending physician at that time did not send adequate clinical information. An appeal was immediately filed, copious additional clinical information has been sent and receipt by the company confirmed, and yet they still have not rendered a decision. Now I was told back in July that the appeals review process can take up to 45 to 60 days, but at this point knowing that they have received documentation that is more than adequate to meet criteria, I'm still waiting. I have called numerous times, confirmed they have everything, and have been told now at least four times that someone would be contacting me. Have I gotten a single return call? Nope. At one point I was told by a very nice representative, who was pretty appalled herself that things hadn't progressed at all, that she was having a manager call me within 24 hours. That was almost two weeks ago now and still not a single call back.
Did I mention that my salary continuation during my time off is directly dependent on this short term disability claim? At this point I have had literally no income since the first week in July and have had to rely on friends and family for assistance on essentials like food, electricity, transportation, and the roof over my head. Of course credit cards have simply had to take a back seat in the grand scheme of things, which has resulted in all of the aforementioned collection calls. I'm beginning to believe that they are taking the full 60 day review period just because they can, even though I've made it clear what my situation is and that practically every single bill I have is on its way to collections if not already there. Still, I'm at their mercy and just have to hold out hope that it's all going to resolve at some point. So what's happened to customer service? Where is the accountability for following through on what has been promised? Why is there no responsiveness to numerous requests for a call back? I suppose there is one bright side; I guess at this point I should just be thankful that it's not being handled by some call center in India!
Hi there! I was wondering if you talk to the people who are trying to reach you...maybe you can make some sort of arrangement with the companies/collectors so that they stop calling you. I've never been in a situation like yours and so I don't really know how the collection system works. But keeping open lines of communication is really important. Yes, you are the consumer and should be treated with respect. Unfortunately, the collectors are focused on one thing...getting there money. And I think in some...if not most of the time, they know that people dodge calls, lie (the check is in the mail), and they have an expectation to fulfill by their employer to collect what is due. I REALLY feel for you in your financial situation...I hope with your diligence and persistents, you will get what is due you. It's kinda like you are the collector and they are the consumer in a way. I wish they would get their shit together and pay you. I can tell you are frustrated and angry that this is going on. Just remember this won't last forever. This is a pretty big bump in the road...but you are doing everything that needs to be done. I also know uou are grateful that you have awesome friends and family to help you in this time of need. You are an awesome guy. Don't lose sight of your integrity. Communication is the key. It might even help take the burden off of your shoulders for a while. Then again...you might open a flood gate of unwanted calls, being harassed and rude people with poor customer service, like you originally were talking about, bombard you. Crap! I want to jump up and down like a little kid and stomp my feet throwing a tantrum in the middle of the store. Throw out everything I said. You just do what you can and that's what you can do. Stay true to yourself, be honest, and consider yourself one of the lucky ones. -julz
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