Kaiser Permanente - California Customer Service Issues

I am currently outside the US and received an email from K-P about my credit card expiring. I updated my new credit card information with the Mail Order Pharmacy clerk, who confirmed it was updated. I don't have an online account and lack the necessary information to set it up at the moment. My cellphone isn't working overseas, so I can't call for assistance. I won't be back until 7-12-18. I am a K-P member (no: [redacted]6) through CALPers retirement system. I have never had issues updating my credit card info in the past. I would like to resolve this issue, but I'm unsure how to do so before my return. Kindly allow me the time to come back to the US and contact you. Also, could you please provide the location of a billing office in Santa Rosa that I can visit in case I can't reach you by phone upon my return? Thank you.

Hello, I recently attempted to access my medical test results online but was unable to log in. After contacting member services, I was informed that my membership had been canceled. Working for BBA AVIATION USA, I selected KAISER as my medical provider during open enrollment and received confirmation and ID cards. I utilized KAISER for medical services a few months ago and settled all bills promptly. I am perplexed and anxious about the sudden cancellation of my membership, leaving me without medical coverage. I am seeking guidance on how to promptly address and resolve this matter. Thank you for any assistance you can provide.

I had an appointment scheduled a month in advance, and now it's no longer convenient. It used to be straightforward - see your primary doctor and get treated. Now, I need a referral for every place I need to go. I received five calls within one hour, each stating it's a doctor's office confirming my appointment. How can I possibly be in three different cities within half an hour with a total of six appointments in one day? People need to read the chart on the case; it's impossible to make these appointments. I have now declined and canceled all appointments with every single doctor. I've been a 46-year member of Kaiser, and this is unacceptable. Ever since Obama's care came in, they take in anyone without considering the patients. I am contemplating leaving Kaiser for good due to this matter. After 46 years, it's really disappointing. There should be a system to check with employees before booking appointments to ensure the client is available on that day. This experience has left me frustrated.

Can someone please assist my friend? Her name is Christine Hawk, and she has been battling a Hiatal Hernia for an extended period. She has visited the emergency room numerous times, including a 16-hour visit at Lodi emergency where they conducted multiple tests. However, due to her stolen ID, she is facing challenges in obtaining a new one to see a primary doctor for a referral. Christine, who has no car and financial resources, holds a medi-cal but is struggling to seek assistance. The Hiatal Hernia has left her in excruciating pain and discomfort, affecting her from head to toe, with swollen stomach, breathing difficulties, and severe headaches making her cry. She is in urgent need of help. Thank you for any assistance.

Hello, my name is Gil T. On 4/10/19, a recruiter offered me a position as an Emergency Department Technician at the Dublin, CA facility. I haven't received any updates since then despite attempting to contact HR and the recruiter through voicemails and emails. I am unsure about the job number but applied for [redacted], [redacted], and [redacted]. I would appreciate any information regarding my application. Thank you, Gil T.

Hello, I'm William, a representative of Y’AL (Youth Advocacy Leaders), a group of 10 young individuals in Stockton addressing the rise in violence. Since February, we've worked to make a positive impact in our community. Our upcoming event on June 28th aims to raise awareness on gang and gun violence. We kindly ask for your support through donations to cover event expenses like food, paper plates, and gift cards. Contributions will also fund raffles and other necessities. Y’AL Advocates is a non-profit striving to enhance our community. To donate, please reply to this email or reach out at the provided number. Thank you for considering and have a great day! Best, Y’AL Advocates

Address: [redacted] Alvarado Avenue, Stockton, California, [redacted] Phone: ([redacted])-[redacted] Date: June 12th, [redacted] Dear Kaiser Permanente California, I am writing as a representative of the Youth Advocacy Leaders (Y’AL), a group of 10 young individuals dedicated to addressing the rise in violence in Stockton. Since February, we have been meeting weekly to explore ways to prevent and reduce violence in our community. Our upcoming event on June 28th aims to raise awareness on gang and gun violence. We are seeking donations to support our efforts, which will go towards supplies like food, paper plates, and gift cards for raffles. Your contribution can make a difference in our mission. Please contact us if you are interested in supporting our cause. Thank you for your consideration. Best regards, Y’AL Advocates

My mother, who is 96 years old and takes Morphine, faces challenges getting her prescription filled promptly each time due to it being a controlled substance requiring doctor approval. Despite submitting the request to the pharmacy, her medication is often not ready in time, leading to her running out once and experiencing withdrawal symptoms. I am concerned about whether the pharmacy is contacting the doctor for approval. How can we ensure her prescription is processed before she runs out again?

I recently received disturbing news regarding the lax enforcement of the mask requirement at Kaiser Permanente Irvine Medical Center. My husband had a concerning encounter with a maskless individual in the check-in line who openly disrespected mask-wearing. Despite alerting Kaiser security guards, they claimed they were unable to address the situation and merely "encouraged" mask usage, which they failed to do. This negligence by the medical center is unacceptable. I have taken immediate action by reaching out to our Chief of Police, the Government Affairs Department, and various healthcare unions to address this issue promptly. It is crucial that healthcare facilities like Kaiser Permanente Irvine Medical Center prioritize the safety and well-being of its staff and patients by enforcing essential safety measures.

I have been having difficulty reaching Kaiser to ask a question amidst the current epidemic. The phone number is continuously busy and prompts to call back later. It would be beneficial for Kaiser to consider hiring more phone operators to address this ongoing issue. As a loyal 30-year Kaiser client, I am frustrated with the lack of communication and service provided. I am eager to know if Kaiser plans to administer the Covid vaccination as part of the program. If not, I will have to seek vaccination elsewhere, which is concerning given the funds Kaiser receives for such services. My health should be a priority, but it seems overlooked by Kaiser. It is disappointing that their website lacks proper contact information beyond a generic feedback form. I await a more direct response from Kaiser but anticipate being directed to seek healthcare elsewhere.

I am a 77-year-old patient with cataracts. My eye doctor has confirmed that I am now a candidate for cataract surgery. Living in Jamul, where driving is essential, has become more challenging due to my cataracts. I also care for my 88-year-old partner. I have been trying to reach the appointment number on my Kaiser card for several days, but it is constantly busy, and I have not been able to speak with anyone. I am concerned about the safety risks of driving with my cataracts and would appreciate assistance in scheduling an appointment with the vision department for cataract surgery. Thank you, Robert G. Lasher #[redacted]2

I reside in Birmingham, AL, and during my visit to Modesto to see my grandchildren, I misplaced the bill from Kaiser for either $[redacted] or $[redacted]. Even though I'm not a Kaiser member, Medicare and Humana covered most of the charges. Could you kindly send me a duplicate bill by email? I plan to be back in Modesto soon and can settle the payment in person if necessary. My ER visit and subsequent appendectomy were on May 11 in the early hours, followed by admission on May 12. After receiving excellent care during my stay and having a PICC line for three weeks, I was discharged after about nine days. I'm recovering steadily now. Thank you for your assistance. Sara R. [redacted] Birmingham, AL [redacted]

My wife and I experienced a frustrating situation at Stockton Pharmacy last night after a visit with Dr. Goffa Beh. We arrived at Pharmacy #1 at 5:00 pm, presented Glenda M. Kelley’s Kaiser card, and were told it would take around 35 minutes. Despite waiting for an hour and not seeing our name on the message board, we followed instructions to check in again. The second time, a different staff member quickly provided us with the "prescription" we had been waiting for, which turned out to be an O.T.C. bottle of Clear Lax. The second staff member was apologetic for the clear oversight by the first person at the check-in window. We understand we can't change what happened but would appreciate discussing this further. Glenda is 82 and recovering from a recent health issue, while I am disabled. We are disappointed with the lack of attention to our needs. We are eager to have a conversation, especially considering our upcoming Medical Insurance decision deadline.

Hello, I delivered my son on October 3, [redacted], at Kaiser in San Francisco on Geary. The lactation consultant and pediatrician advised me to rent a hospital-grade breast pump to aid in my son's weight gain. I inquired about returning the pump when I switch to my husband's insurance in November. Despite reassurances from Kaiser staff at follow-up appointments, I was shocked to receive a $[redacted] bill from Apria in January [redacted]. Apria informed me that Kaiser reported the pump as missing and could not reverse the charge without Kaiser's intervention. I am unsure how to proceed as Apria suggested resolving this issue with Kaiser. The uncertainty and stress of dealing with this costly bill while juggling work and caring for my newborn are overwhelming. Your assistance is greatly appreciated. Best regards, A.G.

During my recent trip to the Eastern United States, I sustained injuries and sought medical attention through the Care Away from Home line provided by my insurance plan. Despite being assured that my care would be covered, I encountered challenges with Kaiser when attempting to receive treatment at an orthopedic specialist clinic due to their confusion over the type of facility. Eventually, I had to visit a hospital for further evaluation. However, the process was disorganized, and I now face uncertainties about my treatment, including the possibility of surgery or physical therapy. Even after being referred to a specialist within Kaiser, I have not received a follow-up appointment, causing frustration and prolonging my discomfort. I am disappointed by the inefficiencies and lack of proper care I have experienced during this difficult time.

Last October, I decided to switch my Medicare plan from Kaiser to another provider. I followed Kaiser's instructions by sending a handwritten cancellation letter in October [redacted]. Even after confirming receipt and initiating the cancellation process with Kaiser Customer Service, I was informed multiple times that I needed to continue paying premiums until the end of the year, which I complied with. 1. Can someone confirm if this is indeed Kaiser's policy? 2. Is it possible to receive a written document outlining this policy? Thank you, Robin Lauber My Kaiser number was [redacted]3, which has been cancelled.

I, Joe G., have been a Kaiser customer for a long time. Recently, my wife, Tracy, and I switched to a new Kaiser plan through Covered California. I need to pay the first month's bill, which is $[redacted].34. I have been trying to call [redacted] several times, but I keep getting a recording stating technical difficulties and to call back later. Unfortunately, this number is not working. I want to pay our bill over the phone as I can't access the online payment portal due to issues with my username and password. Please contact me so I can make the payment promptly. Thank you. Joe G.

I contacted Kaiser Oakland over a month ago seeking medical assistance for my 94-year-old Aunt, who requires nursing home placement. A Social Worker assured us of assistance with the Medical Application and the application process, along with aid in finding a nursing home. Despite making three follow-up attempts, we have not received any updates from the Social Worker, leaving us feeling frustrated with the lack of communication. We need support with this process and are seeking assistance to move forward effectively. Sincerely, Peggy Damele

I received a bill from Kaiser Foundation Health Plan for almost $[redacted] for January coverage. I submitted my payment, and now they have sent me a bill for $1,[redacted] as anticipated due to an issue with Covered California. The new bill needs to be paid by December 31st, but I may need more time to send the payment. I am concerned if they will allow a few extra days into January for the payment to arrive.

My wife and I have been Kaiser members for several years, but we lost our insurance when we moved to Germany last year. We are now back in California, in Sonoma ([redacted]), and we have signed up for Kaiser insurance. Our coverage will begin on May 1, [redacted]. Unfortunately, my wife is currently experiencing sciatica pain. We would like to book an appointment with a Kaiser pain management specialist and are prepared to pay out of pocket. I would appreciate it if you could confirm if this is feasible and provide an estimate of the costs involved. Thank you, Ben R.