To begin with, the only reason I asked to speak to a supervisor was because the information I was being provided by the first level representative was incorrect. Pamela Ramos, a Supervisor out of the Aetna call center in Alaska, received the transferred call. She was blatantly disrespectful, screamed at me through the phone, and then threatened me by sarcastically advising me, "I have all of YOUR information," as a response to my question, "Is this call being recorded?" I took time to ask her this question because her conduct was so unprofessional. She griped into my ear, "All you are doing is telling us what we are doing wrong!" Pam also refused to give me her last name. Pam announced boldly to me that calls "are not recorded on my line" and Pam actually hung up on me. I never raised my voice at Pam. I never cursed at Pam or remotely insulted her. Why was she allowed to get away with disconnecting the call? Because it was time for the call center to close? I never did get any of the concerns I had addressed before she disconnected my call. She was clearly having a bad day and knows she can get away with this conduct on her job. I requested a supervisor call me, to which went ignored before I wrote a complaint on YELP, and contacted my HR at work. I felt degraded and assaulted by Pam Ramos in the Alaska call center. I am saddened to believe she is actually allowed to continue in her position after making a threatening statement about my personal information. That is right. Pam has my social security number, may family member's names, my employer of record, my date of birth, my medical claims history, not to mention my name, phone number, and address. I believe the only reason Meritain Health - Aetna's supervisor Shirley Sharim wanted my HR to do a conference call with me to gather my statements was to point out to me my YELP review written the previous week. that's right. Shirley didn't ask me if I wrote a review, she TOLD me I did. Under my brother's account. Yes I did. I had taken time out of my busy schedule to write a YELP review after my calls to Pamela Ramos' Supervisor went ignored. Pamela refused to tell me her last name and said you superiors name was Mike "Rounds" before hanging up. I discovered in subsequent conversations that Mike's last name is also Ramos. This may or may not be accurate. Either way, I am a teacher, with completed Principalships and former designation as a Director of a school, a well respected insurance and agent with security clearance in the community I live in, and I do not plan to let this matter go or remove this review. Also, I am aware that Pam had absolutely no re-direction after her ill treatment towards me. My complaint fell on deaf ears. In addition, I am learning that my insurance now suddenly shows inactive as early as July 1st, although Shirley never mentioned this during our conference call on July 5th with my HR on the line. My HR rep is now making excuses for no-one noticing my insurance is lapsed. Shirley has been forwarding to me contracted provider's names and phone numbers without ever mentioning to me my insurance shows inactive in the system. I have read through an enormous amount of complaints on Meritain Health and see where it is regular practice for a consumer of this insurance to be provided with a name and phone number with direct contact information if anything escalates into a complaint. I had stated during my conference call on July 5th I would remove my YELP review, but as of today, due to the outrageous conduct of Pam and now the irregular information from Shirley, I am re-posting my complaint on YELP. I have never had to even write a review about poor conduct. Most service I receive is pleasant, because I am a pleasant person to deal with. Most people are happy enough in their positions to attempt to be professional and most people are genuinely concerned with doing a good job. But not Pam Ramos, nor her Supervisor Mike "Rounds" or "Ramos" nor Shirley in my opinion. I am planning to keep this review up on Yelp. For the remainder of time Washington Elementary School Districts keeps Meritain Health as an insurance carrier for their employees. Hard working educators. Regardless of if I remain an employee of the district, I will keep this review on YELP. I might even take my complaint to the BBB and seek damages. The level of frustration I have personally experienced, as well as whatever Pam decides to do with my information, due to what started as a simple request to speak to a Supervisor, has been daunting, time consuming, and of poor choice. It will be a poor choice for myself to allow Meritain Health - Aetna's employees to have any further contact with me. As a human, I have to set a boundary somewhere. The boundary was overstepped entirely too far with the conduct of Pamela Ramos in the Alaska call center. Full damages are yet to be known. I am keeping a record. Just like I do as a professional. ****Professional liability is important.**** read more
