Product: Debt collection

On XX/XX/XXXX I called XXXX XXXX XXXX after receiving a text message stating a new statement was available. I hadn't received any statements from them but I was aware my Son had received care from them in the recent prior months. We do have insurance with great coverage but wanted to make sure it was authentic and get information. I spoke to the representative who informed me that there was in fact a balance due for my Son from his XX/XX/XXXX visits. I then began to question why no statements had been mailed to me. She asked me to confirm our address which was in fact our old address from 3 years ago. I provided my correct updated address. ( Mind you at the time of service I provided my ID and it was scanned. Told the receptionist to make sure the our new address was in the system as well and provided our insurance information ) After updating our address I confirmed the service dates and asked for an itemized bill to be sent and scheduled a payment plan. I also questioned if a bill was due from a prior visit on XX/XX/XXXX when my son had emergency XXXX. I was informed they had that bill sent to collections. I asked why did I never receive this bill they stated they had mailed multiple statements and that the bill was available on the online portal. I don't have an online account or access to said portal. Not once have I been informed on how to set it up. I tried myself but don't have a access code requested by the portal fon initial set up and I realized none of my information will match because they don't even have my full legal name on the bill and the services were for my son. I never received the bill from that service date. To this date I have yet to receive a bill. If they sent the bill to this address I want proof. The only bill I have received is the itemized bill I received postmarked XX/XX/XXXX which only included services from XX/XX/XXXX and on. Since the phone representative realized the address was incorrect she stated that she made a request for the bill to be withdrawn from collections and that I would be informed via a phone call about the formal decision. I haven't received any phone calls or official notice from XXXX XXXX XXXX from this review. I did however received a state collection service letter dated XX/XX/XXXX from the XX/XX/XXXX service date. Such a coincidence that this collection letter also has the same date as the itemized statement and again my name is incorrect. I called today XX/XX/XXXX and requested an update on said review and the representative stated that their department didn't find any wrong doing on their end because they had my correct address from my ID at the time of service. Which is exactly my point I provided my correct address to them from the beginning, my full legal information including full name and address but they had been mailing the statements to the wrong address this entire time and still have my name wrong. It wasn't until I called them and updated by address on XX/XX/XXXX that they updated the mailing address in their system and the representative also informed me that they refused to pull the bill from collection. They said all I could do was contact the collection company.