Florida Blue customers report problems with auto-pay system

(WFLA) – Florida Blue is reporting that it is experiencing problems with its auto-pay system.

The insurance company tweeted numerous responses to customers complaining about the problem on Monday morning.

One customer told WFLA News Channel 8 that payments were deducted multiple times from his bank account and said the duplicate payments cleaned out the account.

“This month’s payment was supposed to be $513 to cover two months of insurance, but it got duplicated 67 times for a total of $34,400,” says customer Zach Ferguson from Riverview.

Another customer tweeted that there were more than 65 transactions from Florida Blue in his/her bank account, totaling to more than $30,000 in charges.

Customers have also been complaining that the Florida Blue website is not working properly.

Customers who have been experiencing difficulties are asked to email Florida Blue at SocialMediaSupport@FloridaBlue.com.

No information has been released regarding when the problem will be fixed.

WFLA News Channel 8 has reached out to Florida Blue about the problem. Florida Blue released the following statement on Monday afternoon:

Earlier today we were notified of a payment processing issue that occurred over the weekend with one of our vendors. This issue resulted in some members’ accounts being drafted multiple times for their May invoice. We are very sorry for the problems this is causing our members. We are addressing the situation as quickly as possible.

In the meantime, we are taking the following actions:

We are working to identify all overpayments proactively and refund them promptly. We will ensure that only the appropriate amount is deducted and excess deductions are refunded. In fact, we have already begun processing refunds for some customers.

We will reimburse members for any bank fees incurred due to overdrafts caused by this issue. We will work on an individual basis with any member who has concerns about adverse impact on their credit.

We have stopped taking electronic fund transfer payments for the time being and have delayed ongoing automatic payments scheduled for this month until we understand the issue and ensure it is corrected.

Since members currently will not be able to make payments, we will not cancel a policy for nonpayment until the issue is resolved.

During this time, we will ensure that people who need care are able to get it, even if they are unable to make premium payments as a result of this issue.

We apologize for the problems this situation has created for our members. We commit to addressing it quickly and making things right for the people we serve.