The latest in
another saga with the VA.
I legally changed my name in December 2022. I sent copies of the court order to everyone (VA, Social Security, credit bureaus, banks, credit card companies, vehicle registration, and driver's license.)
I moved into my new apartment in August 2023 and notified the VA of my new address. On the website portal, after logging in, I can access a Health Summary document which is a copy of my medical records that I can download and share with non-VA providers.
I noticed that my address was not correct. Just a minor thing, they forgot to put the apt number and the last four of the zip code is wrong. Then I noticed under the insurance providers section, my deadname listed about ten times in various spellings and variations. One of those entries was a nickname, and the Medicare account number isn't even mine!
I have talked to the Administration office and they showed me their computer screen. That is not what they have on file for me. They show my correct legal name, address, and account number. Then I went to Patient Accounts and talked to them. They have a very nice woman whose title is Insurance Billing Verifier. She showed me her computer screen. She has the correct information on file and no outdated stuff. So where is the information in my online records coming from?
I logged into
VA.gov and checked there. Everything they have on file is correct and accurate. I contacted the Help Desk and submitted problem tickets. Later I got an email saying the ticket was closed and the issue was "resolved". I logged in and nothing changed.
Last week, while talking with my Trans Care Coordinator, we were talking about my stress levels and various triggers. They work in the Mental Health department with my psychologist. I asked her what I would need to do to have my deadname completely removed from my medical records. She started investigating.
She is friends with a new Help Desk representative and she explained my situation. I had taken screenshots of what is in my file vs what is in the VA records and the records held here in my local health care system. I suspect that somehow somebody's records got mixed up with mine and the two are linked. I wonder if there is a veteran out there somewhere complaining about his Gender Dysphoria diagnosis and subsequent appointments with Gynecology.
I got a call this morning from the Help Desk rep. He said I needed to call the Help Desk number and a technician should be able to get this resolved. I told him I had done that many, many times without success. Maybe he alerted someone that I was calling. So, I called and explained who I was and what the problem was. They can't help me because they cannot see my records. Hence they can't change anything in them. I need to call the Local Help Desk Coordinator to get that changed. Got the number and the extension.
I call and get the standard menu. I enter the extension number. Another menu, I wait and get a voicemail. I leave my contact info and a detailed explanation of what I need help with. A few minutes later, I got a call from the same guy who called me this morning and sent me on this goose chase.
He explained that he cannot see my records and, therefore cannot change anything in them. However, he is willing to escalate the issue to someone who can. He agreed to meet me tomorrow at the clinic after my doctor's appointment. We will sit down with documents in hand and he will call God or somebody to finally get the issue to the right person. After nine months or so, it still has not been resolved. How hard can it be to fix an address?
So what did I do this afternoon? SHOPPING!