Dear NJ FamilyCare,
I am filing a dispute on behalf of my mother. We recently became aware that her health plan has been terminated without notice. My mother has had medicare for more than a year and out of nowhere you terminated her plan. When my mother called you to find out why her plan was terminated, a very rude customer service agent named Nazir spoke to her bringing her to tears. When I took over the phone call, Nazir was condescending and rude to me as well. I asked him why her plan was terminated without notice, he said that notice was given to 6066 Street. We have never lived at 6066 Street, that address doesn’t even exist. We have every piece of paperwork that we have submitted to you, with our correct address. When I asked Nazir why it was sent to the wrong address he said it was the only address they had on file. I asked him if you really did send this mysterious letter of termination and it was sent to an incorrect answer, then why didn’t you send it again to the right address. Surely you can look up our information and find the correct address. Nazir said that it was not noted that anything had been returned and that you supposedly have no record of our address? How does that even make sense? That’s right. It doesn’t. So then I asked Nazir why my mother had health insurance coverage last year and not this year and he said it was because she made too much money and that the cut off was $1305 monthly income a person. I told him that my mother makes $1500 from alimony payments that is supposed to cover 2 family members, meaning my mother should have never had her plan terminated. EVER! And especially without warning. Nazir was very rude and I kept having to ask him the same questions over and over again and he wouldn’t respond with relevant responses. He became impatient with me and told me that I just had to pay out of pocket expenses for my mother and it wasn’t his problem. My mother is very sick and is very dependent on her doctor’s appointments and medications. She is not employed and starting January her alimony payments become $800 a month! That’s supposed to food, clothe and board 2 people! In what world do you think an unemployed person supporting two people on $800, let alone $1500, can afford to pay for health insurance. We don’t even know how we’re going to pay rent. When I tried and asked Nazir to speak to a supervisor, he told me “You can’t.” Excuse me, this man looked at my mother’s file for a total of two seconds, misinterpreted all the information, gave no real answers, spoke to me as though I’m an invalid, made my mother cry and I’m not allowed to speak to a supervisor? Are you kidding me? I asked him again why my mother had insurance last year and now all of the sudden now doesn’t, he said that our health insurance came from the MarketPlace and that our problem was the MarketPlace was providing her with her medicare health plan, but now NJ HealthCare has deemed her unfit. So I called the Market Place and they laughed, because they say they have no power to do that and our issue is with NJ FamilyCare. Before I ended my called with Nazir I asked him what we should do and he told me that my mother should reapply through the MarketPlace and then they’ll get to her application on a first come first serve basis, pay no mind that you wrongfully terminated her policy with no warning or time to prepare herself. My mother has become very ill since not being able to afford her medication and even if she could get a job now, she couldn’t take it because I have to care of her now, but I’m not a doctor, nurse or a miracle worker. She needs her medication. She needs her doctors and I’m very worried she could die because of your horrible and disgusting customer service. If she has to be hospitalised because of your malfeasance, then I am holding you accountable.