TLDR: Dexcom and my insurance told me my sensors were covered 100% with no payments needed(I met the deductible). Dexcom then charged me for my sensors after I received them, overdrafting me. They never called me about the fee; no email or verbal verification of this bill. I now have to pay overdraft fees until Monday. Does anyone have a contact that I can use to get this fixed before then? I can't afford to pay for their mistakes, and I need that money to be able to see a GI doctor Monday for pre-celiac tests. Also, what can I do legally, since they broke their own Patient Bill of Rights? Or do I have to wait until Monday to file this complaint?
It is in their Patient Bill of Rights that the patient has the right:
- To be advised as to any specific charges for services to be paid by the Patient and those charges covered by insurance, third-party payment or public benefit programs prior to their first shipment.
- To receive verbal and written notice of their insurance coverage with regard to products purchased through Dexcom.
- To be advised of the billing policies, payment procedures and any changes in the information provided on services as they occur within an appropriate time frame as the company is made aware of the change.
- To be informed both verbally and in writing of billing and reimbursement policies and the customer’s financial responsibilities.
I have been trying to get my G6 sensors for almost 3 weeks now. My original reorder specialist, sadly, does not work at Dexcom anymore. He was amazing and got everything patched with my insurance so I could have a smooth reordering process in the future(this was back in Sept of this year). Unfortunately, every rep at Dexcom has told me his notes and investigations expired after 30 days and are obsolete. Dexcom kept doing the benefits investigation wrong on my current reorder, and said nothing was covered. I called my insurance, and they said they are in network. I finally had a 3-way call with my insurance provider, me and Dexcom on how to bill accordingly. This took an hour of being passed around different departments. At the end, they finally fixed it, noted it, and placed an order for my sensors. The new rep on the phone confirmed it to me and my insurance that the sensors were 100% covered and I didn't need to pay anything. I met my deductible. Insurance also confirmed this on their end. Two days later, I get a partial order of my sensors in the mail. Later that day, I was billed for my full order of sensors. I did not know this until this morning when I received an overdraft fee. Dexcom never notified me that I owed any amount to this order(no phone call, no email statement etc.). I did not give them my verbal or written consent that they could charge me for anything that isn't covered. I called their reorder department today, and on their account it shows only 80% is covered. They said it was incorrectly told to me that it was covered 100%. They apologized and "understand" the severity of the issue, as now, I have to pay overdraft fees for this. I am literally paying for their mistake. They said they can't do anything because billing is closed on the weekend and to wait until Monday. My insurance is also closed on the weekend. I already tried to contact my bank to fight this charge, as I did not authorize it. But since it went through a debit card, they can not cancel the transaction from happening. I can't afford this right now, nor do I even have the mental energy to deal with them again for hours on Monday. I have to go to a GI specialist Monday for some pre-celiac tests. Can't reschedule because the next appointments for all GIs are in January and I can not wait that long (in pain). Is there anyone that has a contact for Dexcom that could help me fix this over the weekend? I know the answer is a laugh and a no, but this is my last desperate attempt. Also upon researching, I listed above their Patient Bill of Rights that they broke four times. What does that mean for me? Legal action? Thanks for any help or advice!
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