Anthem Blue Cross & Blue Shield (VA) Customer Service Issues

I am seeking information for my parents regarding health insurance coverage for my 16-year-old niece who resides with them due to joint custody arrangements. My parents, aged 73 and 70, are looking for affordable options as they cannot afford high premiums. We are specifically looking for a medical-only policy for them to review. They live in Suffolk, VA.

In September [redacted], I visited the ER for passing blood during urination. Anthem denied my claim, and Sentara Health System initially billed me $5,[redacted]. After paying the bill, Sentara unexpectedly returned my payment in mid-[redacted]. In March [redacted], Anthem completed multiple reviews, resulting in Sentara billing me $4,[redacted] for the same visit, which I promptly paid. Anthem now retroactively applied my deductible to [redacted], affecting my costs for that year. I am seeking all Explanation of Benefits (EOBs) from [redacted] to assess the impact of their delay on my deductible. Despite multiple attempts, I have been unable to access Anthem's website since last Thursday. Following a discussion with a representative, I requested a supervisor but have yet to receive a callback as promised for Monday of this week. How can I effectively argue that the co-payment should align with the year Anthem finalized their review, rather than being backdated to [redacted]?