“I don’t even know how to feel about the whole thing anymore because I can’t even get anyone who has an answer to help,” she says. “It’s just such a lost cause at this point.”

A few things went wrong with Imler’s HealthCare.gov application. First, according to the website, she successfully enrolled in a health plan. But her new insurance company, , didn’t have her application. When she called the HealthCare.gov hotline, no one could help her figure out what went wrong.

Then, she found out the website miscalculated her subsidy. She was supposed to receive a monthly subsidy of $366, but the website only let her use $315.

“The subsidy issue is weird,” she says. “If you look at my profile on the website it shows my full subsidy, but it says I’m only using part of it. So they know I’ve got a screwed up subsidy but they don’t know what to do with it. There’s no one directly you can talk to, to say, ‘Hey my subsidy is on there. How do I apply for all of it?'”