On January 2nd I paid the first premium for a 2021 plan using the website provided by Anthem BCBS. It was due by January 14th. I paid by credit card. Soon after I received ID cards. At the end of January I tried to access the account online and couldn't find it so I called Anthem BCBS and was told the account was cancelled. I said I had paid the premium online. Rep said the transaction never went through and that they sent a letter on January 6. No other communication. However, when going back to the website to pay the first premium it says I already paid. There is no option to pay another premium.
Desired outcome: I want to be able to pay for this insurance and have it reinstated effective January 1st. And I want the company to fix it's website to reflect the actual status of the payment so that future customers are not misled in the same way.
Screenshot with date showing results of accessing payment website.