I wanted to post an update to be fair. Since my original post, I believe HealthNet of AZ has hired a tremendous amount of new customer service reps. The reason I say that is the last two times I've called, I've literally reached a representative and had my problem solved and/or question answered within minutes. I imagine they received numerous complaints similar to mine and have finally gotten their act together. I am therefore changing my original 1 star rating to three. They're definitely not perfect, but they seem to be making an effort.