I was provided with a 2 yr membership due to a data breach of my information contained within one of the companies I utilize. I set up the account and could log in but then would be informed that the account was deleted or inactive. I sent an email requesting assistance (your page says you respond within one day) - no response within 2 days. I logged in again with the same result. I sent another email - still no response. I called - 40 minute hold time and finally hung up. I sent a third request and called again (multiple times - was getting busy signals?). Finally after 45 minutes on hold Brianna answered. She apologized for the delays and problems. She identified the issue, made the necessary corrections and presumably I'm all set. Brianna is great - your company (at least at this point) not so much! You need to hire sufficient staff to respond to inquiries, phone calls, etc. It's unacceptable to not at least put what the expected wait time will be, detail how many calls are ahead of you (2000?!?!?), offer to call someone back if the wait appears to be excessive, and/or other simple steps to keep the customer informed. I might also add that if you say on your website you'll email someone back within a given time frame - do it or else take said notice off the page. These are simple and courteous options which apparently IDX is unaware exist? Your reply is anxiously awaited (but given your track record regarding responsiveness) but not anticipated. I hope the service going forward exceeds what I've observed to date and, if I have to inquire for assistance again, I hope I'm lucky enough to reach Brianna!
In order to get fully signed in to receive full coverage I too had difficulty. Help requests were never responded to. I called for help and was supposedly sent a code by email to use to set up my account, but when it didn’t arrive I was told that it could take up to 24 hours for the email to arrive due to high volume of calls. I had to enlist the help of my state legislato to contact government relations at Change Healthcare. I received a personal email but it contained the same useless information I had been trying. I found several phone numbers and began calling until I reached someone who set me up over the phone. With the help of my IT expert nephew I was able to set up the authentification app to further protect my data. Totally frustrating with not enough staff to responsibly provide the promised protection.
Totally incompetent company from a customer service standpoint. I can log in, but I currently don't have service activated because I need some service code that was supposedly provided. None was ever provided and I have called 3 times. I was on hold for 40 minutes once and hung up. Then I called several more times requesting a call back since the queue was so long. I have yet to receive a call back. If you click the support link at the bottom of the home page it sends you to a page that just says Error 404. What a clown show - and I'm expected to count on this company to monitor my credit? Is there any way to get connected to ANYBODY who knows what is going on? Does anyone know which company had the data breach so I can call them and demand they use another service for credit monitoring? IDX is clearly not capable of doing this...