I am an agent. I help people enroll in ACA coverage. The system is so user unfriendly it's ridiculous. They think big letters make for an easy web interface. No, better information would be more useful. I have had representatives accuse me of giving them "attitude" WITH the insured on the phone with me (and they knew the insured was listening)...I assure you, the attitude I was given was tenfold more than any attitude I supposedly gave them. I have had clients receive notices telling them they have to submit documents to correct date mismatch errors. But when you call them to ask what data is not matching, they tell you they don't have that information. All they know is that the information the client provided wasn't good enough. When you press them and say, if its not good enough, what do you want? They can't tell you. Almost all my clients give me authorization to speak on their behalf for an entire year. Yet 90% of the time, when I call back to ask a question on my client's behalf, I'm told that no, I don't have authorization. Without authorization, they won't even tell you if your client's application is complete. Nothing sensitive there, but they won't even tell you that much. I got so angry about this once, I demanded to speak to a supervisor. He actually said this, "If, when you are on the phone and the client is giving the Marketplace agent authorization for you to speak on their behalf, if you get the feeling the agent isn't typing that into the system, then you should ask for a supervisor." WTF??? Yes, that actually happened. A SUPERVISOR told me, essentially, that it is my responsibility to sense, over the phone, that an agent is not doing his or her job, and then seek out a supervisor who can see that the job gets done. I felt like I was hallucinating. Last month, I had a client adjust her income because she forgot about some earnings. That gave her, inadvertently, a special enrollment period that she didn't need. No problem. But today, a Marketplace representative did everything but swear at me because I suggested that antoher client, again ON THE PHONE WITH US, might be eligible for a special enrollment period due to an income change. A few minutes later, she said that the client's income had been changed previously at some point. Then she said that she had a special enrollment period. So I said, what was the basis for THAT special enrollment period? She said, "the system doesn't say." I said to the client (with the representative on the phone) " you didn't get married or have a baby or anything did you?" I wanted the rude agent to know that I knew it was due to the income change, but of course, she wouldn't admit it. They ask you every time you call if you want to do a survey about your experience. Every time I've bothered to say yes, they disconnect me before I can do the survey. EVERY. TIME. They tell clients they are eligible for Medicaid during the application process, then auto-reenroll them into their previous year's plan, putting the onus on the client to notice that they have double coverage or risk having to pay back their subsidy. They answer the phone and state their names so quickly that you can rarely understand them. If you try to give feedback on the ACA site, you can't offer feedback ABOUT the marketplace or their representatives. Oh, no. They are beyond reproach and unreachable. But if you're pissed at the insurance company, they have a form for that. I have news for these bozos: THE MARKETPLACE SYSTEM AND ITS REPRESENTATIVES ARE THE PROBLEM. Are they all bad? Not at all. I have spoken with at least thirty or forty representatives over the years from the ACA. I always do this: get a feel for the helpfulness (or lack thereof) of the person. If you don't like them, hang up and call back. Repeat until you get one that sounds friendly and speaks clearly. You get lucky about 1 in 4 times. President Obama would be appalled at the system that bears his name if he had to deal with these rude, unhelpful *** as often as I do. This system is not at all what he meant it to be, and it reflects terribly on his great kindness and best intentions.