Consumer complaint received 2020-05-31
Company: I.C. System, Inc.
State: TX
Product: Debt collection
Sub-product: Medical debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint:
I went to XXXX XXXX located on XXXX XXXX  to XXXX XXXX XXXX. XXXX, XXXX XXXX  XXXX, inquiring about a tooth extraction. After being quoted a price that I felt was too high, I told the account specialists that I would go to a place less expensive. She then proceeded to tell me that I actually had credit owed to me from my previous porcelain crown procedure with XXXX XXXX, that would cover the cost. So natural I agreed to the tooth extraction since I wouldnt owe money. After the procedure was complete I double checked with the lady about a bill and she told me everything was covered. I believed her and left. Some weeks later I received a call and a voicemail was left from the same account specialists stating that she apologize because she had misinformed me. She stated, the credit she told me about could only be used at the XXXX XXXX location that I had the porcelain crown procedure done at and that I needed to come in and make a payment. In my mind that didnt make since because it was the same company. So I refused to pay. I had moved prior to the tooth extraction so I never received a bill. I get emails from XXXX but I never received an email about a bill. Some years went by and last year I notice that a collection was on my credit report with XXXX XXXX being the original creditor {$390.00}. Im not sure if this amount is after my insurance paid its portion. That will need to be investigated also. So I reached out to them by going to the location that I had the tooth extraction. There is a new account specialists named XXXX XXXX that I spoke to. She was professional and helpful. XXXX XXXX pulled up my account and agreed that I owed nothing because the credit that I had was applied to my tooth extraction. Then I explained the situation more to her so she investigated the account a little deeper and saw the problem. Then miss XXXX informed me that I was told wrong twice. She said that the credit was not owed back to me and it wasnt a credit that I could use at the location of my porcelain cap procedure, but instead it was owed back to my insurance company. My heart dropped upon hearing this. She stated bills had been sent out. I explained I had moved prior to the tooth extraction and any bills that were sent were never forwarded to me. I pleaded with her since Im technically the victim here of misinformation or a bait and switch move, could she allow me to pay the bill right now and then remove me from collections. She asked her XXXX XXXX and the XXXX told her, no she will not have it removed if I should pay the bill. I have recorded voicemails from the company admitting to misinforming me and mishandling the funds. I do not have a date because I didnt receive any paper work, letters or no receipts because I was told I owed nothing XXXX  she not be allowed to keep this on my credit file. No professional company would, in my opinion.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation