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They changed health insurance carriers over cheaper premiums but the move wiped out their account

Couple chasing money taken out of their account
Posted at 5:36 PM, Feb 28, 2017

Wayne and Karen Chase, like millions of other retirees, live on a fixed income. A letter from Florida Blue verifies the couple canceled their policy in December after finding the same coverage for less elsewhere.

Then in January the Chase’s discovered Florida Blue wiped out their checking account by withdrawing $471. Karen says she immediately contacted Florida Blue and they admitted to an error and promised to refund the funds within 10 days.

But many calls and 5 weeks later the couple was still waiting on their money.

We emailed Florida Blue to find out what was taking so long. We found these customers are not alone. The Florida Department of Financial Services confirms they received 615 complaints in just the first 6 weeks of this year.

“Florida blue has nearly doubled our Affordable Care Act (ACA) membership to just over 1 million members.....a very small percentage of our members have encountered issues," a spokesperson said.

Four days after we called the company on the Chase’s behalf, they received a check from Florida Blue for a full refund.

Here's what to do if you run into trouble with your Florida Blue account: first call the number on the back of your membership card. You can also meet face to face with someone at anyone of Florida Blue's five information centers around Tampa Bay.

If that fails to get you a fix you can file a complaint with the state. The Insurance Consumer Hotline is 1-877-693-5236.