Anyone know how to reach a higher tier of support with UHC?

United Healthcare's first-tier customer support is useless and refusing to escalate my issue to anyone who can actually give me an answer. Does anyone know how to reach a higher tier of support or get an issue escalated? I have UHC PPO in California.

Last month, I used the Optum Virtual Primary Care to see a nurse practitioner, get a couple prescriptions, and get lab work done. I was told to do a one-month followup, but I no longer have access to Optum Virtual Primary Care on the UHC website, only urgent care, and the urgent care person told me I had to see primary care. I have spoken to UHC customer service and IT support. All I get is "yes, you should be covered" from CS, and "yeah, you don't have access to virtual primary care" from IT, who doesn't know why and said they created a higher tier ticket, but apparently didn't according to the next person I spoke to.

I've also sent 3 emails so far and get ludicrous responses like "here are the steps to access virtual primary care" (that only shows urgent care because I'm not stupid) and "here's the list of providers you've already tried." I have also spoken to people at Optum and Teladoc, who both say the problem is on UHC's end, and they can't help me.

I had Kaiser NorCal for 17 years with a great doctor and no issues, but my new job doesn't offer it. UHC is horrible, and it's not even the HMO. I managed to get a local appointment so I won't run out of medication that you can't stop cold turkey (nor do I want to stop), but I want someone at UHC to give me a freaking answer!

submitted by /u/Leia1979
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