Florida Blue Glitch Wipes Out Some Customers’ Bank Accounts
May 01--Plagued with enrollment and payment glitches since the beginning of the year, Florida Blue is once again apologizing to health insurance customers.
This time, an unknown number of customers who allow the company to automatically deduct their monthly premiums from their checking accounts have reported every auto-pay customer's worst fear:
A system glitch has resulted in multiple withdrawals when just one payment -- for May -- should have taken place.
The company said it has shut down its electronic payment system and plans to refund money to customers for any improper withdrawals or late fees.
In an email to the Sun Sentinel, A. Julia Graves wrote that Florida Blue deducted $22,000, wiping out her account as she was about to leave for a trip.
"I have no money available to me at all," Graves wrote. "I'm leaving for a trip and Wells Fargo is telling me it may take days to straighten out."
Similar stories were recounted on the company's social media accounts.
On Florida Blue's Twitter account, an Orlando customer identifying himself as "Bobby" said he was charged 69 times.
A Miami customer, Andres Estevez, said his account was charged 50 times.
On the company's Facebook page, Jeff Griesemer said, "Thank you Florida Blue for erroneously withdrawing nearly $5,000 from my bank account. Such a nice way to wake up on a Monday."
Chase Bank spokesman Michael Fusco said his employer is aware of the situation and plans to reverse any resulting overdraft fees.
At around noon, the company posted a message: "We're sorry! We're working to fix an issue w/the payment system ASAP. Please email us at [email protected] so we can help you."
Shortly afterward, Florida Blue issued a statement saying the issue was caused by one of its vendors.
"We are working to identify all overpayments proactively and refund them promptly," the statement said. "We will ensure that only the appropriate amount is deducted and excess deductions are refunded. In fact, we have already begun processing refunds for some customers."
In addition, any overdraft fees charged to customers will be reimbursed," Florida Blue said.
Meanwhile, the company has shut down its electronic fund transfer system and stopped further automatic payments "until we understand the issue and ensure it is corrected," the statement said.
No policy will be canceled for non-payment until the issue is resolved, the statement said, adding, "During this time, we will ensure that people who need care are able to get it, even if they are unable to make premium payments as a result of this issue."
[email protected], 954-356-4071, twitter: twitter.com/ron_hurtibise
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