Consumer complaint received 2021-02-19
Company: General Service Bureau, Inc.
State: NE
Product: Debt collection
Sub-product: Medical debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
I called General Service Bureau on behalf of my son, who was seriously injured in an auto accident in XX/XX/2020 to pay an outstanding balance to XXXX XXXX of {$31.00}. The insurance company just issued a settlement to allow payment of outstanding medical bills. The representative from General Service Bureau identified himself and ran through the required disclaimers. I stated my name and that I was calling on behalf of my son. I then provided GSB 's account number listed on their statement and I stated I wanted to submit payment of {$31.00}. I was informed by GSB 's rep that I was unable to make payment on behalf of my son. I inquired why, as I simply wanted to provide an XXXX card number or bank draft to pay the known balance of {$31.00}. I was not requesting information I simply wanted to pay the amount being collected as listed on the statement received. GSB 's rep stated because my son is an adult they are unable to provide information on his account to me without his approval. I stated I understood that and I was not asking for information. I simply wanted to pay the amount due of {$31.00}. I did not see any difference between paying over the phone, versus sending a personal check written on my account to their office. GSB 's rep then stated that he had over {$3000.00} in other debt that I could make a payment on listed on " our '' account. I told him that amount was not owed by my son and that I was calling to specifically take care of the balance of {$31.00}. GSB 's rep then stated, " Oh, yah I guess that belongs to ( girls name given ) and you are the person responsible for payment. '' I then stated that I felt GSB 's rep had violated HIPPA or other privacy guidelines, as he didn't confirm my identity or any other information that would connect me to other accounts or balances held by their office. The GSB rep then denied that he violated HIPPA or any privacy laws and he was free to discuss the other accounts that were held in an attempt to collect a debt even though that was not the purpose of my call. I asked one last time to make the payment of {$31.00} and was told they would not accept my payment. I then stated that I was going to " take this up the ladder '' and disconnected the call. 
I contacted XXXX  XXXX  who was surprised that GSB was refusing to take my payment. The XXXX billing rep attempted to call GSB and request that they accept my payment of {$31.00} and they again refused to process the payment. I then realized that GSB has an online payment portal. I was able to process the payment of {$31.00} online plus an additional {$8.00} service fee which I would not have been charged if the payment would have been processed over the phone. 
I am extremely concerned that my rights were violated by the GSB 's rep refusal to accept payment and by discussing potential amounts owed without confirming these accounts were mine. The amount of the debt being collected for my son was unfairly increased because the GSB rep refused to accept payment on my son 's account over the phone. The GSB rep 's refusal to accept payment was harassing. I obviously was acting on known information, was not requesting additional information and by refusing payment on this account would have led to negative impacts on my son 's credit history. In addition, I was not calling on any other accounts or debt owed. The fact that other amounts listed under the same last name appear in their collections database never should have been mentioned without confirming my identity and connection to other accounts.

Company response to consumer: Closed with monetary relief