Consumer complaint received 2023-11-22
Company: Capital Accounts, LLC
State: LA
Product: Debt collection
Sub-product: Medical debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint:
Our XXXX recommended a procedure for my daughter with a XXXX. My wife and I took my daughter for a consultation with XXXX XXXX XXXX ( a different office than our XXXX ) on XX/XX/XXXX. We thought that the prices that we were quoted were high from a XXXX that traveled to XXXX from Texas  a few times a month. We informed our XXXX of our displeasure with the high quote, and he recommended another XXXXXXXX, XXXX XXXX XXXX at XXXX XXXX XXXX XXXX XXXX. We sent the XXXX and XXXX from XXXX XXXX and my XXXX to XXXX XXXX and my wife, XXXX, started conversing with XXXX XXXX XXXX Treatment Coordinator and Front Office Manager, XXXX XXXX. My wife informed XXXX that this procedure for XXXX was not emergent and that we thought that the quote was high from XXXX XXXX XXXX. XXXX assured XXXX that XXXX XXXX 's work would be much cheaper after reviewing the XXXX, XXXX, and notes from our XXXX and XXXX XXXX XXXX. XXXX asked XXXX to send us our cost after speaking with my XXXX insurance carrier, GEHA. Please see the attached email sent from XXXX XXXX ( Treatment Care Coordinator and Front Office Manager ) on XX/XX/XXXX. We were told that after verifying with XXXX 's XXXX Insurance that we would owe about {$360.00} per tooth after GEHA insurance paid their portion. XXXX had several more discussions with XXXX and we agreed to consider XXXX XXXX to perform procedure if we only had to pay approximately {$360.00} per tooth and if insurance would pay the rest. XXXX XXXX informed us in XX/XX/XXXX, of a Primary Treatment plan stating that would would owe {$220.00} x 2 for a total of {$440.00} and that insurance would pay the difference ( please see enclosed Primary treatment Plan ). After verifying again with XXXX XXXX 's office that we would only have to pay {$440.00} and insurance would pay the rest, we agreed. On XX/XX/XXXX, we were paid {$440.00} ( see receipt of payment and Primary Treatment Plan ). Please see " Statement '' from XXXX XXXX stating on XX/XX/XXXX Participating Insurance was contacted. 

After we assured multiple times from XXXX and XXXX XXXX that insurance would pay {$890.00} x 2 for each anatomical crown exposure and our self payment of {$220.00} x 2 would leave a XXXX  balance. All of a sudden, we were contacted by XXXX XXXX stating that insurance denied the claim in XXXX. We asked XXXX how was that so when she assured us via telephone conversations, emails, as well as from Primary Treatment documentation that my Federal Government GEHA XXXX  insurance would pay the difference after we paid {$440.00}. 

Also please see the " Statement '' document that chronicled every time that we would call " patient call '' to discuss. Every time XXXX spoke to someone XXXX, XXXX, or whoever, we were assured that these billing mistakes happen all of the time and not to worry. We were also told that we would not be put in collection. 

I am a man of principle and if you review my credit score history, you will see that it has been in the mid XXXX 's for the majority of my adult life. My wife and I always have payed our bills and our credit score and history at all three credit agencies can prove that. XXXX XXXX needs to hold his staff more accountable when they give out out incorrect information on how much patients need to pay for procedures. It seems as if that office is practicing predatory " bait and hook '' techniques when acquiring customers. This is why XXXX and I waited so long and made sure that insurance would cover this. XXXX and I have never had a late payment since the 25 years that we have been married. We take our credit and financial obligations seriously and our credit score and credit report over the years prove this. I told Capital Accounts LLC collection agency that I have paid the amount that I was informed in writing and verbally by XXXX XXXX XXXX XXXX XXXX that I would have to pay and that I am not paying anything else. After I was reported to credit agency, instead of having excellent credit and being within the top 5 % highest credit ratings, I now have good credit.

Company response to consumer: Closed with explanation