I received several texts today on my personal phone number addressed to a minor child in my household for whom I provide health insurance from Kaiser.
Now I wait to hear back on my two complaints. All so that, after furiously and competently struggling against the machine, I get back to a place where maybe if I’m lucky they will respect my communication preferences, not contact my child without my permission, potentially fix their shit website, which would leave me maybe about as good off as I was before I was aware of these issues.
I feel like Calvin at the bottom of the big snowball hill he and Hobbes used, only in the modern US it’s a shit snowball and it’s full of companies who are technologically incompetent and aren’t incentivized to follow even the laws they likely helped shaped through lobbying. The above issue is hardly even bad compared to other situations I or others have been through, it’s the routiniety of it that is so dystopian.
Edit: 10. IT support responded to my ticket tonight. They didn’t read the complaint and provided boilerplate AI template responses on how to submit a ticket when logged in as a customer.They also provided instructions on how to take a screenshot and asked me to respond to their e-mail and attach it so they could review. I responded telling them I didn’t need instructions on how to take a screenshot or how to submit a message, that was included in my ticket which they didn’t read–I needed a functional communication system, and reviewing the above points and then attached screenshots. I received an automated response almost instantly from their system that I had responded to a ticket that had already been closed and that Kaiser hoped they had resolved the issue to my satisfaction. No ability to re-open the ticket, no contact e-mail or phone number to continue to try to resolve the issue.
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