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Type:
Task
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Status: Done
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Priority:
High
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Resolution: Done
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Labels:
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Company:City of Chico
Robin,
Original question:
Jesse called me earlier to try and get clarification on his billing. He told me that Workterra notified him that he would be receiving a credit. However, instead he received a bill for $1,600+ that had a due date of April 1st. Jesse said he tried calling a couple of time, but wasn't able to get a clear answer. This is 3rd time he has contacted me to help him with billing issues over the past year.
Current concern:
Client is now asking if the April payment covers May, and why and when did this change.
I believe to my knowledge that this client was always set up that way, but i do not know for certain. Can you please let me know?
| Field | Original Value | New Value |
|---|---|---|
| Link | This issue causes WSD-515 [ WSD-515 ] |
| Link | This issue is caused by WSD-643 [ WSD-643 ] |
| Assignee | Norman Anderson [ normana ] | Robin Valdelamar [ robin.valdelamar ] |
Hi Robin Can you please review – if you cannot answer can we please find out who can?
Broker is not happy i haven't gotten a response.
| Labels | Benefit_Administration |
Jennifer,
I have attached the updated accounting worksheet for Jesse Smyth– the email that I sent back to you for you to send to the Client was on 3/18/2019 and I have had no update. Please advise. I will also refer to the JIRA – RET -809 sent today. The amount owed is for April due in April.
Thanks
Robin
Robin Valdelamar (Inactive)
added a comment - Jennifer Melgoza
Jennifer,
I have attached the updated accounting worksheet for Jesse Smyth– the email that I sent back to you for you to send to the Client was on 3/18/2019 and I have had no update. Please advise. I will also refer to the JIRA – RET -809 sent today. The amount owed is for April due in April.
Thanks
Robin
Robin Valdelamar (Inactive)
made changes -
| Resolution | Unresolved [ 10200 ] | |
| Status | To Do [ 10000 ] | Done [ 10001 ] |
Hi Robin,
SPM just called the call center for clarification on amount due. SPM feels the amount shown is incorrect. Can you please review and reach out to SPM
Martha Flores (Inactive)
added a comment - Hi Robin,
SPM just called the call center for clarification on amount due. SPM feels the amount shown is incorrect. Can you please review and reach out to SPM Martha Flores (Inactive)
made changes -
| Assignee | Robin Valdelamar [ robin.valdelamar ] | Martha Flores [ martha.flores ] |
| Resolution | Unresolved [ 10200 ] | |
| Status | Done [ 10001 ] | In Progress [ 3 ] |
Martha Flores (Inactive)
made changes -
| Assignee | Martha Flores [ martha.flores ] | Robin Valdelamar [ robin.valdelamar ] |
HI Robin,
I thought this was all handled? Can you please provide a summary of the information before calling anyone? This has been escalated several times now. The client is not happy at all.
Hi Jennifer,
After researching Mr. Smyth’s account, he is not paying a month ahead – he owes $366.00 in April for April as he has a “unallocated amount” of $925.83 towards April – May for May payment will be $1,219.83. SPM called the call center today with an update -
Thanks
Robin
Robin Valdelamar (Inactive)
added a comment - Jennifer Melgoza
Hi Jennifer,
After researching Mr. Smyth’s account, he is not paying a month ahead – he owes $366.00 in April for April as he has a “unallocated amount” of $925.83 towards April – May for May payment will be $1,219.83. SPM called the call center today with an update -
Thanks
Robin 
Connie Puente (Inactive)
made changes -
| Attachment | screenshot-1.png [ 104773 ] |
Retiree Jesse Smyth had phoned into our call center on 04/01/219 to inquire payment status according to call center notes on 04/01/2019 at 3:58pm.
| 04/01/2019 05:58PM | SPM called to confirm payment is $366. Advised yes, SPM advised they have sent in payment for 4/1/19 for full amt. advised 5/1/19 will be the $366 |
Connie Puente (Inactive)
added a comment - Retiree Jesse Smyth had phoned into our call center on 04/01/219 to inquire payment status according to call center notes on 04/01/2019 at 3:58pm.
04/01/2019 05:58PM
SPM called to confirm payment is $366. Advised yes, SPM advised they have sent in payment for 4/1/19 for full amt. advised 5/1/19 will be the $366
number on file for this member is 530-588-4964.
I will attempt to reach him directly
Connie Puente (Inactive)
added a comment - number on file for this member is 530-588-4964.
I will attempt to reach him directly Connie Puente (Inactive)
made changes -
| Attachment | RE Looking for payment.msg [ 104774 ] |
Verified with accounting as of date no further payments past last posted has been received. Last payment date 3/8/2019 check # 6265 in the amount of $1,291.83
Connie Puente (Inactive)
added a comment - Verified with accounting as of date no further payments past last posted has been received. Last payment date 3/8/2019 check # 6265 in the amount of $1,291.83 Connie Puente can we please get this in writing to the participant? He calls every month and we have tried to explain to the employer as well.
Connie Puente (Inactive)
made changes -
| Attachment | RE JIRA (RET-809) Jesse Smyth - Retiree billing issues.msg [ 104778 ] |
Connie Puente (Inactive)
made changes -
| Attachment | City of Chico Payment History - For your review please phone me directly to discuss.msg [ 104779 ] |
Phoned SPM to advise payment history emailed (jesmars@sbcglobal.net) copy of email attached. SPM asked if he could contact me back to review
Connie Puente (Inactive)
added a comment - Phoned SPM to advise payment history emailed (jesmars@sbcglobal.net) copy of email attached. SPM asked if he could contact me back to review Thank you very much Connie. I will wait to hear about the final conversation you have with this retiree to close.
4/16/2019 @ 9:08am
SPM phoned to advise he reviewed my email sent to him yesterday evening. He states two payment will be sent. One check for $366 has already been mailed to pay through April 2019. Second check $1,291.83 will be for May 2019 premium.
RESOLVED no further action needed.
Connie Puente (Inactive)
added a comment - 4/16/2019 @ 9:08am
SPM phoned to advise he reviewed my email sent to him yesterday evening. He states two payment will be sent. One check for $366 has already been mailed to pay through April 2019. Second check $1,291.83 will be for May 2019 premium.
RESOLVED no further action needed. Connie Puente (Inactive)
made changes -
| Status | In Progress [ 3 ] | Done [ 10001 ] |
Thank you!
| Transition | Time In Source Status | Execution Times |
|---|
Robin Valdelamar (Inactive)
made transition
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2d 7h 38m | 1 |
Martha Flores (Inactive)
made transition
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9d 21h 30m | 1 |
Connie Puente (Inactive)
made transition
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20h 34m | 1 |
Hi Robin, can you please review?