The Edgpark Order that Won't Die

We placed our initial Edgepark order in March. The details of that ordeal are here, if you'd like to read the beginning of this story.

I returned two of the three items in that shipment on April 11th, using the return label sent to me by Edgepark, because they were not items my daughter uses, nor were they the items prescribed.

I subsequently received a bill for the Verio Test strips I'd returned. When I called, the representative said to disregard the bill. Edgepark was in the process of 'billing the return' with our insurance.

Ignore it I did, along with a couple of subsequent, identical bills I received in quick succession.

Mid-summer, after another bill, I called and was told again to disregard it.

Fast forward to the beginning of this month. I placed an order for a new Dexcom G6 system.

I then received an email telling me I had an outstanding bill. I called and was told once again to disregard it.

Two weeks later, I followed up, since there'd been no word on the G6. They'd just processed the order with the doctor's prescription, I was told, and it would be shipping from the Ohio warehouse within 24 hours. It would be at my house by Friday via FedEx. It was very specific information.

I then received another bill, for a higher amount than the previous ones, and a subsequent email warning me that no further orders would ship until I had resolved my delinquent account with the Edgepark billing department.

So I called. Yes, I was told, they had 'billed the return' and refunded my account $63.60 for the test strips. I acknowledged that as a good start, but then noted that I had paid them $288, and that they were now sending me bills for over $400. It was an unproductive conversation which ended in the representative telling me she was sending March's whole order and subsequent billing back for a 'full review.'

So, did that mean my upcoming order would be cleared to ship? "Oh- yes - that wouldn't have been on hold anyway."

Today, still no word on the Dexcom, so I went onto the patient portal to check the status. There were 'urgent alerts' posted warning me that no further orders could be processed until I paid my outstanding bill of what was now two hundred-something dollars.

An hour phone call, piles of explanation-of-benefits and bills reviewed, and lots of math later I agreed with the billing representative that the current number was correct. In (very) short, the original billing on the one item I did keep (Dexcom G4 sensors) was also incorrect, not in my favor, and that error was reflected on a subsequent explanation of benefits in July. After the whole day's bills were sent back for review, my account was credited with the rest of the Verio money Edgepark owed me, in order to pay for part of the cost of the Dexcom sensors. I still owed the balance for those supplies.

I paid the bill then and there on the phone.

My daughter's Dexcom G6, the third person in so many weeks told me, is on its way. She's, once again, really looking forward to getting it. It seems highly unlikely to me that there isn't at least one more phone call involved in this. And then, of course, the next set of bills...

Stay tuned.

And if you have a choice to get supplies from someone other than Edgepark, do.

The Sensor Order

I ordered Dexcom sensors at the beginning of December.

Two weeks later I got an email from Byram telling me that an order was shipping. Good news, I thought- the sensors would be here soon.

Early on a late December morning a box from Byram arrived on my doorstep. It seemed big for a three month supply of sensors.

That's because it wasn't. It was our quarterly, automatically refilled, shipment of pump supplies. I hadn't clicked on the email details, mistakenly thinking that we weren't due for any more pump supplies until January so assuming it could only be about the sensors.

I looked up my sensor order on Byram's online patient portal. 'Order in progress,' it said. But it seemed unusual to me that an order placed over 2 weeks ago would still be 'in progress.'

I called Byram and explained the situation to a representative who really seemed like he cared.

Side note: all of Byram's representatives really seem like they care and I'll be deeply disappointed if next year's new insurance company does not allow us to continue to do business with them.

'I see here it needed insurance authorization, but that should have happened quickly. Can you hold a moment while I look into this a little further?'

So I held.

'So it looks like, as I said, it needed insurance authorization, but it seems nobody followed up on the order. I've expedited the claim and it should be taken care of within an hour or two. And I've set the order up for free express overnight shipping because it was our mistake. Would it be alright if I call you back when it's taken care of?'

'Thank you so much, and yes- a call would be great.'

An hour or so later, the phone rang.

'It's been processed and headed out for shipping. You should have it tomorrow.'

I thanked him again, profusely.

So many things about diabetes are hard, and the grind of procuring supplies and insulin is often punishing. This interaction was anything but.

Reorganizing

A combination of factors led to an absolute mess on the surface of my daughter's room which is dedicated to diabetes supplies.  

A couple of months ago she chose to start doing site changes in her room instead of a spare room we had previously used.  Therefore, site change supplies started to accumulate on a surface previously dedicated to just blood sugar checks.

Starting the dexcom added more stuff, particularly the regularly used tape and scissors to keep the sensor securely attached.

So in the January spirit of getting organized and starting fresh, I unearthed a cute basket from the basement and set everything up neatly:

I wonder how long it will last?