Consumer complaint received 2020-10-02
Company: CCS Financial Services, Inc.
State: MI
Product: Debt collection
Sub-product: Medical debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint:
XX/XX/XXXX patient had a free income-based appointment for uninsured at XXXX XXXX on XXXX XXXX in XXXX, DE. 

Physician mistakenly asked XXXX to bill patient 's insurance for lab work when it was supposed to be billed to XXXX XXXX of Delaware. 

After patient began receiving bills from XXXX XXXX and XXXX, patient made and documented phone calls to XXXX XXXX to have bills correctly billed to the clinic. 

After continuing to receive notices, patient finally spoke with clinic director- XXXX XXXX , in XXXX XXXX who acknowledged that this was their error and that billing department was to be notified to remove all collection activity. 

Patient no longer received bills from XXXX XXXX. 

In XX/XX/XXXX, patient applied for a mortgage with excellent credit and received a pre-approval at the rate of 3.375 % for a 30-year fixed mortgage. 

Prior to closing on the home in XXXX of XXXX, mortgage lender pulls final credit report and finds credit score dropped 100+ points due to Credit Collections Services activity in the amount of {$360.00} for XXXX   charges stemming from the XX/XX/XXXX appointment at XXXX XXXX. Patient now receives an increased mortgage rate of 4.875 %. 

On XX/XX/XXXX, XXXX patient immediately contacts Credit Collections Services ( further referenced at CCS ) about the error and is instructed to contact XXXX XXXX 

XXXX billing says they never received anything from XXXX XXXX accepting responsibility for this statement, but that they would have collections activity suspended and removed from credit reporting immediately until after mortgage closes and investigation is complete. 

On Monday XX/XX/XXXX, patient contacts CCS to find no contact has been received from XXXX. Patient calls XXXX AGAIN and is told that the previous contact resulted in a voicemail left to XXXX XXXX. Patient calls XXXX XXXX and leaves a message also. 

On Tuesday XX/XX/XXXX, patient calls XXXX XXXX ( further referenced as XXXX ) in the morning after finishing a 12-hour nightshift and is told by answering service to call between office hours of XXXX-XXXX. Patient calls before her work shift that afternoon around XXXX. She leaves a message for receptionist to rush message to director. Patient continues to call XXXX  on the afternoon of XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX with no response or return call. 

After patient was frustrated, she contacted XXXX  donor services in Washington DC and was also directed to contact XXXX  consumer complaints in XXXX- which she did. 

Patient calls XXXX  donor services AGAIN XX/XX/XXXX and XX/XX/XXXX after no response and continues to contact XXXX  client complaints in XXXX. 

Patient made no calls on her daughter 's birthday on XX/XX/XXXX, but received a phone call from XXXX director XXXX XXXX on XX/XX/XXXX to confirm their error. XXXX requests a 3-way conference call from patient to XXXX which is completed to confirm the error on XXXX  'XXXX   behalf. XXXX agrees to submit request to remove collections activity from CCS and asks patient to follow-up that afternoon to receive PDF notice of collections removal for patient 's mortgage file in order for lender to file " Rapid Rescore '' to get patient 's credit rating improved for the lower quoted interest rate. 

Patient calls CCS a few hours later that afternoon and CCS has not received anything from XXXX yet. 

Patient follows up with XXXX and XXXX does conference call with CCS, however, CCS says they will not speak to client and patient in conference call and XXXX agrees to contact patient with results of conversation. Patient received no return call. 

On Friday, XXXX XXXX patient calls CCS who states that collection activity has been requested to hold and that when all documentation is received from XXXX- they have 15 days to close account. Lender says when collections activity stops, there is a 30-45 day window for collections to disappear from credit report and that interest rate will not improve in time for closing without a PDF  letter acknowledging XXXX/XXXX  error FROM CCS on letterhead. 

Patient contacts XXXX AGAIN and XXXX CC 's patient and CCS requesting an immediate PDF letter for patient to submit to lender. 

As of XX/XX/XXXX, patient has received no resolve.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation