Consumer complaint received 2018-08-06
Company: Firstsource Business Process Services, LLC
State: TX
Product: Debt collection
Sub-product: Medical debt
Issue: Took or threatened to take negative or legal action
Sub-issue: Threatened or suggested your credit would be damaged

Complaint:
I am pasting a portion of a letter sent to my insurance company who is legally contracted with the provider that has put us in collection : As of todays date, XXXX, I have received two incorrect invoices in the amount of {$650.00} for services rendered at XXXX XXXX XXXX back in XX/XX/XXXX and a statement from a collection agency, XXXX XXXX XXXX for the amount of {$150.00}, all attached. 

On XX/XX/XXXX, I spoke with XXXX XXXX at XXXX XXXX XXXX XXXX in regards to the invoice, dated XXXX for {$650.00}, with no breakdown or explanation of expenses. On this same day, I contacted XXXX and received confirmation, after numerous conversations, that I was only responsible for a co-pay of {$150.00}. XXXX, with XXXX, spoke with XXXX XXXX and XXXX indicated there may be other charges and to call towards the end of the month. I noted to XXXX, why would I be receiving additional changes, why is it my responsibility to call and why didnt I receive an EOB? XXXX was going to research the EOB. 

On XX/XX/XXXX, I received another invoice, dated XXXX, for {$650.00} from XXXX XXXX XXXX XXXX. Upon receipt, I called XXXX and spoke with XXXX, a representative, who confirmed I had a balance of {$650.00}. I explained I was only responsible for my co-pay of {$150.00}. XXXX said she would set up a conference call with XXXX XXXX, who handles XXXX XXXX, for Thursday, XX/XX/XXXX at XXXX XXXX  central standard time. 

On XX/XX/XXXX, I nor XXXX XXXX received a call from XXXX with XXXX. In trying to get resolution to this matter, I contacted XXXX XXXX again and they indicated that three claims were denied due to lack of information and that the paperwork was to be resubmitted and if I did not hear back by XX/XX/XXXX by either the provider or XXXX, to contact XXXX. I did not understand these details with XXXX XXXX. XXXX with XXXX XXXX said she was going to call XXXX at my request to get resolution. I put a call into XXXX again to inform her that XXXX was going to call her to clarify my financial responsibility. I spoke with XXXX who said she would have XXXX call me back, once again. 

On XX/XX/XXXX, I still had not heard from XXXX, so I contacted XXXX XXXX once again, as requested, and XXXX confirmed that there was no update on this matter. As I was not pleased with the response and/or cooperation, I then asked to speak to a supervisor and I was put in touch a supervisor named XXXX and explained the history of this debacle. She said that she would investigate this matter to get it resolved. XXXX said that once this issue got resolved a revised invoice would be sent to me for payment and at that time I could make the correct payment. 

On XX/XX/XXXX, I called XXXX again and spoke with XXXX at which time I noted that XXXX XXXX was to have called XXXX to rectify this matter. I gave XXXX XXXX name, a reference number, a ticket number and phone number to help resolve this once and for all. After this point, I was not going to pursue this matter any further. 

On XX/XX/XXXX, I had received a call, that morning, from XXXX XXXX XXXX  which was a collection agency for an outstanding balance of {$150.00} for services rendered in XX/XX/XXXX. The woman I spoke with was named XXXX and gave me the account number of XXXX and she indicated that the account was put into collection on XX/XX/XXXX. I told XXXX that I had tried numerous times to get this matter resolved between XXXX XXXX XXXX and my insurance company and that I had never received a revised invoice for this {$150.00}. I told XXXX that I needed to contact the provider and my insurance company to get this matter resolved, have my credit cleared as a result of others incompetencys, that I have no problem paying the bill, and wanted to make sure what I am going to pay is correct. I called XXXX again and spoke with XXXX and she confirmed all the calls that I had made. She said that I didnt need to speak to XXXX and anyone couldve help me!!! She had no response as to the call that was made on XX/XX/XXXX to speak to XXXX to get this resolved. XXXX confirmed that the system still showed that I had a balance of {$650.00} due. XXXX had indicated that she would have to do some further research on this matter and that I would have to call her back on Monday. At this point I was very upset and indicated that it was not my responsibility to keep making these calls, at which she replied, she was not able to call me back. 

On the same date, XX/XX/XXXX, I contacted XXXX & XXXX XXXX again and requested an EOB which XXXX XXXX said they were not able to provide me. XXXX said they only provide an EOB to the provider, which I said that doesnt help me and I, as a consumer/customer have a right to see my charges. I was told I would have to contact XXXX for such information. At this point I explicitly confirmed I was not going through this labyrinth anymore and do other peoples jobs. I then demanded to speak with someone who was going to help and I was put in touch with a gentleman by the name of XXXX with XXXX XXXX, who indicated, by looking at his records, that I was only responsible for the {$150.00} co-pay. I indicated to him that I was now in collection and that I had put countless hours into this matter for six months and had never received a revised bill for the {$150.00}. XXXX had said that he was going to call XXXX XXXX XXXX XXXX to clear this matter up and for me to wait to receive a revised invoice for the {$150.00}. He indicated it would take approximately a little over a week and for me not to take any action until he had spoken with the provider and called me back. 

As you can tell I have kept copious notes and wanted to give you the full background of the efforts that I had put into this matter to reach a resolution and pay the correct amount. 

Now that we are in collection, I am requesting that we are removed from the collection agency and that our credit record be cleared for a grave mistake as a result by others. As a result, I am requesting for a revised invoice for {$150.00}, noting no further expenses are due for services rendered for the respective dates of service. In reference to our tarnished credit, I am requesting a letter of confirmation from XXXX XXXX XXXX XXXX, on their letterhead, with a full explanation of this unfortunate matter, as a result of their error, that this matter has been resolved with our credit restored and that all credit reporting agencies have been notified to totally remove this incident from our credit record/score. This is paramount just in case this matter should for some reason surface in the future. 

For the time, inconvenience, and discredit that has been caused, this is the least that XXXX XXXX XXXX XXXX can provide. They should be held accountable for their unprofessional actions and provide the documented assurances, being requested, which are not unreasonable by any means. Feeling very uncomfortable, rightfully so after six months, I can not take any chances with having our credit tarnished as a result of others actions be it now or in the future. All that I am requesting is feel comfortable and assured and nothing more. 

I have no problem paying the correct amount of {$150.00}, ASAP, and do not want to delay it any longer, as long as XXXX XXXX XXXX XXXX provides, prior to payment, an assurance in writing, that they will provide their letter, in reference to restoring our credit, as outlined in detail above, within two weeks after the payment of the {$150.00}. I will personally make payment at their facility in XXXX. I would appreciate if XXXX would help enforce this request. 

These requests/demands may seem a little over the top but, considering the bizarre chain of events, I just cant take any chances down the road should for some reason there be an issue with our credit, as it relates solely to this matter. Am I paranoid? Yes, and cautious and rightfully so. The history speaks for itself. 

XXXX XXXX, your cooperation and help on this matter will be deeply appreciated. Should you have any questions, please do not hesitate to contact me@XXXX. 

NOTE : I have subsequent correspondence to XXXX XXXX, with my insurance company, that a letter will no longer suffice & may not be the proper means to protect our credit and that I need to take another direction on this matter, which is contacting you, to insure that being unjustly put in collection will never surface in the future in our credit records. 
I have all copies of emails in trying to resolve this and invoices from the provider with incorrect amount and invoice from the collection agency. 
Your assistance would be deeply appreciated. 

Thank you, XXXX

Company public response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
Company response to consumer: Closed with explanation