Florida Blue review: Health insurance agents

Approximately two weeks ago, I called Florida Blue for an explanation of a billing statement. The gentleman agent reviewed the statement and said there was a billing mix-up, and I would see approx. $500 removed from the bill within a few days. After a week, I received a past due bill from Florida Blue but no changes. I called again and spoke to a different female agent. After explaining to her what the previous agent stated, the female agent advised her mouse was not working properly and she would have someone else call me back that was higher up in their Billing department. I waited several days and no returned phone call from Florida Blue. I called a third time because I still have a past due bill. This time I was advised there was no error and I needed to pay the bill in full. I never had a problem paying my bill but the second I have to start working for my health insurance coverage is completely unacceptable. Why am I have to call you so many times to get the run around because you are not training your agents? Why no call back? Why tell a customer you had billing mix-up and not to worry? Of course, we have to worry because large companies like Florida Blue do not hold their employees accountable for their mistakes but will quickly threaten their customers with sending them to collections. I want to know if the customer service calls are recorded. And since I am being held accountable for my bill, who is being held accountable for telling me it originally was Florida Blue's $500 mistake?