Consumer complaint received 2017-12-29
Company: Commercial Acceptance Company
State: PA
Product: Debt collection
Sub-product: Medical debt
Issue: Written notification about debt
Sub-issue: Didn't receive enough information to verify debt

Complaint:
This is the issue, then I will explain in specifics. I required ambulance service XX/XX/XXXX. I was admitted to the Emergency Room at XXXX XXXX XXXX XXXX in XXXX XXXX, Pa. XXXX. I had subsequent tests, XXXX, XXXX, XXXX, the following week. My point in telling you this, is all those hospital bills and testing bills were paid in full by my insurance XXXX. I have all the personal identification numbers, etc, if this is something you require later. I never received an ambulance bill from XXXX XXXX XXXX XXXX XXXX at XXXX XXXX XXXX XXXX, XXXX, Pa. XXXX ( XXXX ) XXXX ext XXXX " XXXX ''. Yesterday, XX/XX/XXXX, a debt collection agency contacted me. Commercial Acceptance Company at XXXX. XXXX has been very helpful, polite, professional with my case. Tells me I have a delinquent bill of {$2000.00}. I ask what the billing is for, my credit score is  XXXX, I pay my bills, I 'm a XXXX XXXX and I worked hard to establish credit. The bill is from XXXX XXXX XXXX XXXX for the XX/XX/XXXX service. XXXX at Commercial Acceptance gave me all the information so I could start making phone calls.If this is not rectified by XX/XX/XXXX, it damages my credit report as a bad debt. She also put a hold on the accruing interest. The Ambulance bill is {$1400.00}. The collection fee is {$370.00} with the interest to date of {$130.00} for a total of {$510.00} in fees. That will not increase, as I the interest has stopped. First thing I do is call my insurance, XXXX XXXX. Always nice, always helpful. They never received the bill either from XXXX XXXX. Every other bill from the hospital was paid in a normal timely fashion. If I had seen a bill, I would have addressed it, if my insurance had received it, they would have paid the bill. Next I called the XXXX XXXX XXXX. I spoke to XXXX. The address, phone numbers, and insurance company for billing for me were all incorrect. This is where this issue starts. I asked where they got that information, upon delivering me to the emergency room they go to the hospital information desk, and take the my previous patient information. I have not been to that hospital since I was born, which was 22 years ago. I politely asked why they do n't verify that information, XXXX XXXX answer was " the ambulance ca n't stay, it 's how we do it, and it happens all the time ''. At that point I gave her all the correct insurance information, along with correct contact information. I understand the ambulance ca n't stay, and if this happens often, my thinking is you need a new system, which I did not say, she was polite, and going to " check into it ''. I also asked if I should call XXXX XXXX which is where they incorrectly sent the ambulance bill. XXXX was adamant, no. I thought that was odd. The next day, since this has me very concerned, XX/XX/XXXX, I started calling to double check things were corrected, and we were working towards resolving this. I called the collection agency, Commercial Acceptance first. Yesterday I gave them my correct insurance information, I wanted to confirm they indeed contacted XXXX XXXX, XXXX confirmed it was done. I called my insurance company XXXX XXXX to update them. I then called XXXX XXXX to double check if they had the information and were submitting the billing for services rendered on XX/XX/XXXX.  I asked XXXX to repeat something, as I was taking notes. This seemed to upset her, and she asked why I was taking notes. I told her I am just trying to keep all the case facts correct to try to rectify this issue. I told her I did contact the incorrect insurance company XXXX XXXX XXXX they billed and I have the denial of service explanation of benefits, dated XX/XX/XXXX, addressed to them, which XXXX states she never received. She also stated she never received any " undeliverable, not known, unable to forward '' returned bills sent to the incorrect address with my name. She also stated she did not have contact with the collection agency yesterday, when they did indeed confirm contact. At this point, she just became irate and belligerent. Loudly explained to me, " it has only been 1 day, I have n't had the chance to speak to my office manager, these things take time ''. Well, they took the time to have a collection agency call me? I am working very hard to not have this effect my credit score, when all of this is not my fault, I remained polite, asked to speak to the office manager, I was told she was on another line. I said I would wait, XXXX stated it was going to be a long wait. I asked if the office manage would call me back, XXXX said yes, and terminated the call. I called back to ask if she wanted my phone number. I was on the phone with my insurance company when the office manager called back, she left an equally belligerent message. I called her back, unprofessional, rude, and condescending.And, I could not get her to give me her name. Now. The only thing I am trying to do here, is pay a bill that I, and my insurance company never saw. I guarantee, if either of us had received the bill, it would have been paid. If I have a bill, it gets paid, end of story .I do not want my credit score damaged which is what they are threatening me with for the extra {$510.00} in fees. This ambulance company, who acknowledged to making the mistakes, is in no hurry to make this right. I honestly do not feel the {$510.00} in fees they are adding on for collection services and interest should not be my responsibility or burden as I am a XXXX XXXX. I just want to pay my bill of {$1400.00} for services rendered and move on. 
Thank-you.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation