Consumer Health Benefits association, Coconut Creek, FL - On May 27, 2004, my husband purchased a Health Benefits Plan from CHBA over the phone.

Consumer Health Benefits association, Coconut Creek, FL - On May 27, 2004, my husband purchased a Health Benefits Plan from CHBA over the phone.

Consumer Health Benefits association

4875 Coconut Creek Parkway

Coconut Creek, Florida 33063

On May 27, 2004, my husband purchased a Health Benefits Plan from CHBA over the phone. That same night, I looked at it and we decided it was not good for our family. He called the VERY next day and left a detailed message on Barbara's (our agent) answering machine. We did not hear back, and unfortunately, thought it was taken care of. Unfortunately, again, I did not notice that these charges were on our charge card until August, and my husband made several calls to CHBA to question it, all of which went unreturned. I called the beginning of the week of Aug. 9th and spoke with a woman who told me the request had to be in writing.

I explained we had tried to contact them, but no one returned our calls. She referred me to Krysta regarding my request for a refund since we attempted to cancel within 24 hours. I faxed her a letter with my written cancellation and requested the procedure to obtain a refund. I left multiple contact numbers and addresses so there could be no question of how to reach us. I left several more voice messages over the next 2 weeks, none of which were returned. I called on Aug. 27, spoke with a woman who said Krysta had been out sick, and I asked who was handling her business in her absence. I explained my situation and she said she would try to help me. I never heard from her. I called on Sept. 1 and was transferred to Krysta's voicemail.

I left a message, AGAIN, and hung up. I immediately decided to ask for her supervisor and called back. They transferred me to HER, who answered the phone. I asked again about a refund, andf she said "But you were receiving benefits all this time". I had not made any claims or even activated my card. I attempted to explain again how we left a message, and her answer was: "How could you trust an answering machine? They are so unreliable. I would never trust a machine." I was amazed at the unprofessional response I received and tried again to convince her we deserved a refund. Her response to my not realizing it had been taken out of my account was "You mean you didn't check your statement for 2 months?" How could you not check your statement?" A very good question, but I hadn't, and did not deserve to be belittled as a customer.

In fact, it didn't really matter whether I checked my statement immediately or 2 mos later; we had canceled our benefits, and it is not our fault that a business such as this cannot depend on their voicemails. I wonder if they miss any calls requesting an agent to buy a policy? I continued to tell her we did not submit it in writing because we didn't know. She siad it was "in the handbook and all over the website" about the refund policy. I told her we didn't look at anything because we didn't know we still had it. Why would anyone spend valuable time reading something they didn't think they had? I was very angry and called back to find out the name of Krysta's supervisor and get an address to file a complaint. The woman with whom I spoke REFUSED to give me the information until I went over the whole thing again with her. She gave me the exact same belittling response, which makes me wonder about their training.

There must be a reason they have canned responses to consumer complaints. I was extremely insulted by their accusatory defenses (offenses?) of my ignorance. At this point they owe me $495.85 that they refuse to refund. They told me I could do anything I wanted to, but I would not get my money back. (Exactly what they both said.) I have filed compliants with the FTC and the Better Business Bureau. If anyone else has had this kind of situation with this company, please file a complaint. If they get more than one for a company they will investigate.

Pat

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