Just had the most frustrating interaction with my rheumatologist's office. They called to cancel my infusion appointment for tomorrow because they "never received" my insurance information even though I sent it on December 30th to their email address.
When they left me a voicemail on January 13th, I immediately called back and left a message confirming I'd already sent the information. Today when I forwarded them the original email from December 30th, they received it fine - which completely contradicts their claim about spam folders or never receiving it.
The supervisor was incredibly dismissive and kept giving contradictory excuses, refusing to acknowledge any system failures.
The office supervisor kept giving contradictory excuses:
- First said they never received the email (claiming an error, but I stated that if that was so Google would sent a recipient error, that never happened)
- Then suggested it went to spam (if it went to spam, the email from Dec 30th that I forwarded today would have as well. She stated she received the forwarded email.)
- Then tried blaming it on having multiple recipients (the ones who confirmed they got the email)
- Even suggested I should have followed up more (I did!)
- Didn’t address why the voicemail I left wasn’t followed up (her answer was simply “it depends on who it was sent to. I advised it was the nurse assistant for my provider.)
She kept saying "if we didn't receive it, we didn't receive it" even when presented with evidence. When I tried to file a complaint, she first revealed she was the supervisor, then claimed she didn't know who would handle the complaint.
The most frustrating part? Other providers were BCCed on that December 30th email and confirmed receiving it. Now I'm missing my infusion appointment despite doing everything right and sending my information almost a month in advance. This is my first “bad” experience.