Consumer complaint received 2019-09-26
Company: ONLINE Information Services, Inc.
State: MO
Product: Debt collection
Sub-product: Medical debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was result of identity theft

Complaint:
I am a government employee undergoing through my background re-investigation for my security clearance, as required for my position. On XX/XX//2019, while being interviewed by an Office of Personnel Management ( OPM ) investigator, he questioned me about three ( 3 ) medical collections that was placed against my name. I informed him that I'm unaware of such medical debt/collections. On XX/XX//2019, I requested for my annual free credit report via annual free credit report online to view the medical collections placed against me. I contacted the collection agency, Online Information Services at XXXX as indicated on my credit report. I inquired what the medical debt was about, location of the medical service ( s ) rendered, name of the clinic or hospital, date ( s ) of service ( s ), etc. Before providing answers to my questions, the collection agency representative asked me  several questions to verify my identity. After verifying my identity, she answered my aforementioned questions. I informed her that the individual used my identity, but it wasn't me. I informed her that I was not near XXXX XXXX, Missouri nor do I reside there. I continued to inform her that for any medical services, I have always been seen at a VA hospital near my residence. The representative asked for my DOB in which I provided ; the collection agency rep stated that the DOB used and what they have on file does not match with my DOB, which I just provided. Nonetheless, she stated that I will need to contact XXXX XXXX XXXX XXXX in XXXX XXXX, Missouri to dispute the medical charges. On the same day, XX/XX//2019 I contacted XXXX XXXX XXXX XXXX in XXXX XXXX at XXXX to dispute the fraudulent charges under my name. I informed the customer service representative that I was calling to dispute the fraudulent charges under my name. After obtaining a few information such as under what name, dates of services, etc., the customer service rep forwarded my call to another representative in which she identified herself as a 'Customer Service Specialist '. Again, I repeated the reason I was calling was to dispute the fraudulent charges under my name. Bottom line, the customer service specialist informed me that their facility NEVER submits any account or charges to collection agencies. I insisted that the individual that used/stole my identity was seen at their facility, therefore, there must be some type of action ( s ) they must do, especially after she's concluded with me that the DOB used by the individual they provided services to did not match with my DOB. She went on to tell me that I will need to contact the corporate office as there was nothing they can do about it. Subsequently, I contacted the number she provide at XXXX. I spoke to an individual at the mentioned number and explained about the fraudulent charges that was made and filed against me. After obtaining my personal information and coming to a conclusion that the individual who used my identity did not match my DOB and indeed it wasn't me that XXXX XXXX XXXX XXXX rendered medical services to, there was nothing he can do about it and I should contact XXXX XXXX XXXX XXXX again and insist they take action to resolve the fraudulent charges. At this point, my above case has not been resolved. So far, the only action I have completed was to dispute those medical collections on  my credit report through TransUnion. Please assist.

Company response to consumer: Closed with explanation