- Posted October 22, 2013 by
This iReport is part of an assignment:
Obamacare: Your story
Health Care Disaster
“I have tried to contact customer service over 10 times through multiple ways, email and telephone,” he said. “I just don't understand how something this important got so flummoxed.”
Please note that CNN cannot independently verify this personal account, but there have been various technical problems that are widely known. Read more about these issues on CNN.com, or learn more about the marketplace options in your state.
Photo credit: Taye Hansberry
- zdan, CNN iReport producer
I have always been an avid supporter of the new healthcare law and have been looking forward to having health coverage for the first time in over 10 years. I went to sign up the day the new system opened and that's when everything went wrong. This is not a long story nor am I afraid is it an original one. Like many people, I encountered and am still encountering many problems with the new Exchange here in Colorado.
The day I sat down to sign up for healthcare was an exciting day for me. I poured myself a cup of coffee, plopped myself in front of my computer, cracked my knuckles and started what I thought was going to be a relatively easy process of purchasing health insurance for the first time in over 10 years. Relatively easy was not even close to what I encountered.
Throughout the process of trying to set my account up I encountered many problems. On that first day I must have tried to create one account 15 times to no avail. I kept receiving error messages when I went to logon to begin shopping for my new plan. I tried for days to logon but was never able to. Then I started hearing about all the glitches that were happening with the websites so I decided to take a week or so off before trying to go back online to shop thinking that the glitches on such an important piece of legislation would be fixed immediately with people working around the clock to get things running smoothly. Wrong again.
Today I went back on the Colorado Healthcare Exchange to try and logon and wasn't able to. I thought maybe I hadn't remembered my username or password correctly so I tried retrieving both using the "forgot your username/password" links but was unsuccessful yet again. My next thought was that the glitches might have effected the account I set up initially which, mind you, never allowed me to actually sign in so my next step was to try to set up a new account.
I went back through the relatively easy process of creating a new account but when I clicked on the button to process that new account I was told that an account with the SSN that I used was already in use on another account. Soooooooo...I guess I do have an account somewhere on this exchange.
Tired of trying to navigate this debacle on my own I decided to call and speak with a representative of the Exchange. My first call I was on hold for 20 minutes...not to bad...I've been on hold longer than that for less important issues. While the wait time wasn't so bad what happened next was...the phone hung up when I was being transferred to the live representative. Infuriated, I called back. Of course I had called from my cell phone so I chalked the first call up to my phone dropping the call. That is until the second phone call. On the second attempt I was on hold twice as long and it happened again. This time I knew it wasn't due to my cell phone reception as I had full bars and could hear their crummy hold music clear as day the entire time I was holding.
The last step was writing them a note letting them know about the issues I have been having trying to sign up. The note was not pleasant but neither has been my experience with this process. I included my name and telephone number and asked that someone call me as I have been completely unable to reach anyone on the Exchange from my end to get my issues resolved and begin the process of getting health coverage. I just don't understand how something this important got so flummoxed.