I had a great deal of difficulty…
I had a great deal of difficulty getting InComm Incentives to process my award for my annual physical. This is a company that HAP (health insurance company) uses to supposedly reward its members for annual physicals, mammograms, etc.
I first ran into difficulty on their website when, after entering the required information to redeem the award, including the extremely long award letter/number combination, my name, and my address as it appears on the award notification, the "Submit" button didn't work. I tried repeatedly on Chrome and Safari. The link to their email address also didn't work when I clicked on it.
I emailed them and let them know in the email what browsers I had tried and what software version I was running on my computer. The agent replied with a request for the information from my award card, which I provided her. Then, rather than process the award, she asked me if I encountered any error code. At this point, I'd already spent a lot of time trying to get my award and was extremely frustrated. I replied that NO to the error code message and asked her if she was going to process my award or not and said that I'm not here to be their perpetual beta tester.
In the meantime, trying to get this award processed, I called their customer service number. I was asked again for the award number, my name, and my address, which I provided. I mentioned I was having a great deal of difficulty getting them to process the award. After getting the runaround from the agent, I said I was going to record the call. The agent then said he refused to be recorded--this after their own message states that they are recording. I informed him that I didn't even have to let him know I'm recording, stated that my state has a one-party recording law, and asked where he is located. He said something like Southeast Asia. The conversation continued and eventually he asked if I was still recording, and I informed I absolutely was and would be making a formal complaint to HAP and to the appropriate government agency about the difficulties getting my award processed. He said he would end the call because I was recording, and he did.
Then back to the email, I received a response that "Unfortunately, we cannot submit the request for you due to security reasons. We need to trouble shoot with you to see why you are not able to redeem the award." Unbelievable.
Long story short, I finally got the award to process. I'm so disgusted with this company. I will be following through with my promise about the reviews and the formal complaints. Shame on them. I'm a disabled customer, and this was exasperating to try to get help. I didn't receive any help, only unprofessional customer service agents with a double standard of recording customers but ending the call when the customer states they are recording. Disgusting.