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Angie Pietroske, EBS in Kewaunee County, was successful in assisting an 87-year-old woman to get back into her 5-star Medicare Advantage plan that worked well for her. During OEP of 2022, Angie had helped this client enroll in an Advantage Plan that worked well for the client and gave her the flexibility to go in and out of network with no change in cost. However, the client, who is in early stages of dementia, received a call from an agent from another company who switched her to a different plan. Angie worked with Alyssa Kulpa to file a complaint through the CTM to undo the enrollment and get her back in her plan retroactively. After less than a week, the CTM was resolved, and the client was back in her old plan.
10/31/2023
Story #117
Ashley Greene, EBS in Crawford County, recently helped a client regain access to her online bank account so that the client could continue to receive her SSI benefits. The client lost her debit card several months before, and when she tried to request a replacement card online, she accidentally created a second account. Thinking that this could be fraud, the bank put a hold on her account and asked her to send copies of a state ID card and Social Security card so they could verify her identity. Unfortunately, the client had also lost her Social Security card. To make matters worse, SSA sent the client a letter saying that they stopped her SSI benefits because her most recent benefit check had been returned. This left her with no income and no access to any of the money in her bank account. The client set up a new account at a local bank, but SSA could not change her direct deposit information without confirmation of her old bank account routing number. Ashley helped the client set up a MySSA account so that she could request a new Social Security card. That card arrived within a week, and Ashley helped the client send a copy to the online bank. Although customer service said they would reset her account, that still wasn't resolved a month later. Ashley helped the client send additional documentation to prove her identity, and after meeting with the client four times in one week in order to work on this, the client finally regained access to her account. This meant that the client could change her direct deposit information with SSA, and SSA deposited over $3,000 in SSI backpay the following week. Ashley also helped the client file complaints about the online bank with the Consumer Financial Protection Bureau and the Wisconsin Department of Financial Institutions.
Monetary Impact = $3,000
11/30/2022
Story #40