Took Up Residence on the Phone

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Yes, I sure did. Saturday evening I decided to get on the phone and call my Over Counter with my insurance. I wanted to order six items. It has been so busy I have held for 30-60 minutes several times and haven't gotten ahold of anyone. So I came up with the idea of calling late Saturday night which would be early Sunday morning on Eastern Time thinking that perhaps a lot of the seniors go to bed so they can get up for church the next morning. I really thought my idea was brilliant. So I called the number and proceeded to find something else to do and set on hold. The first time I was on hold listening to elevator music for about 53 minutes. Suddenly it started to ring and I got excited. Rang me into a 5-question survey which I gave each a firm 1. So, I called back thinking that was just a fluke and I was sure to get someone this next time. I set on hold listening to elevator music this time for just over an hour. It started to ring again and I got all excited again. And, it rang into another survey which I gave all 1's again. I was determined and a little miffed. I called back for the third time. I set on hold for 35 minutes and a person actually came on the phone. She was nice enough and asked for my name, address, etc. Then she said "Just a moment" a couple of times and I was listening to elevator music again. Now when I was an operator and when I went on to do Customer Service I always let the customer know I was putting them on hold if that need arose. No such thing. I was listening to the elevator music AGAIN. This time I was listening for about 20 minutes. She came back on and was saying all this stuff. I said: "Are you talking to me?" Yes, with no "thank for holding" or anything of the such. So unprofessional. She says she is issuing an escalation because the system wouldn't take my information. Said it would take 48-72 hours. Then, guess what? I was put on hold again. I guess she had to call another department to report this. About ten minutes this time. She comes back on(again no "Thank for holding") and she said I could call back on Tuesday. Oh, Ghee! Thanks. Whoa! I have been with Molina Healthcare for going on 3 years. Had one issue with transportation, they changed it the next year, and no problems after that. Now, this. I mean I was so thrilled to get with this new insurance company with all the perks like I had never had before. I am a bit disillusioned but am really really hoping that this glitch is just due to it being the first of the year and that I have no more issues going forward. My fingers are crossed.