Consumer complaint received 2023-12-06
Company: Aargon Agency, Inc.
State: CO
Product: Debt collection
Sub-product: Medical debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint:
On XXXX XX/XX/XXXX at XXXX XXXX, I received a call from XXXX XXXX XXXX I had a collections account against me from XXXX XXXX XXXX I assumed that the debt was related to a bill from XXXX XXXX related to a XXXX examination I had received around that same time that had been canceled due to improper billing. I spoke to a representative from XXXX XXXX XXXX XXXX on XXXX XX/XX/XXXX at XXXX XXXX  and was told that my account showed no unpaid bills and that there were no records that any bills had been sent to collections. I asked the XXXX XXXX XXXX XXXX representative if she could provide me with a written statement or an account overview that confirmed what she had told me so I could provide it to the debt collection agency, and she responded that she could not provide such specific documentation and could only send me a link to XXXX XXXX ( a healthcare personal records site ) showing my history of billing and payments. At XXXX XXXX  on XXXX XX/XX/XXXX, I called XXXX XXXX back to explain that XXXX XXXX XXXX XXXX had no record of any of my accounts being sent to collections and was provided with a collections account reference number so that I could view the details that were recorded on the bill. After reviewing the collections bill, which listed a services date of XXXX XX/XX/XXXX, I checked my personal records ( photos, emails, travel itineraries ) and verified that I had not visited XXXX XXXX that day. I found emails from XXXX XXXX on that date which provided updates about my care team for my visit. I remember receiving these emails and dismissing them as a mistake ( latent updates from my XXXX examination that had occured roughly a month prior ) because when I had checked the XXXX link included in those emails, there was no bill or visit update on my account. I called XXXX XXXX XXXX XXXX back on XXXX XX/XX/XXXX at XXXX XXXX  to ask about any record of services or care received under my name during the dates listed on the debt collection bill. The XXXX XXXX XXXX XXXX representative, who was the same person I had spoken to earlier that evening, said that she could see a record of a visit on XXXX XX/XX/XXXX but that the statement had been canceled and never billed. I responded to the XXXX XXXX XXXX XXXX representative explaining that I had emails from that date updating me on my care team but that I had proof that I never visited the hospital that day. The XXXX XXXX XXXX XXXX representative responded that it was possible that another patient had been incorrectly logged under my name, which she stated could explain why the billing statement had been canceled and never processed. I asked the XXXX XXXX XXXX XXXX representative for a copy of proof that the statement had been canceled and was never processed, and she replied that she could not provide that information because the system could not process a record that technically did not exist. I called XXXX XXXX back at XXXX XXXX on XXXX XX/XX/XXXX and relayed what the XXXX XXXX XXXX XXXX representative had said to me and asked for an original copy of the bill provided to Aargon XXXX XXXX XXXX XXXX The XXXX Representative corrected me saying that the bill was actually from XXXX XXXX XXXX XXXX XXXX XXXX for an ambulance ride from XXXX XXXX XXXX XXXXXXXX, XXXX  on XXXX XXXX XXXX she stated that she did not have access to further information as that would be a violation of XXXX XXXX I responded that I had never been in an ambulance, nor had I ever been to the location where the ambulance was recorded picking a patient up and told her I would be disputing the charge. The XXXX representative agreed that that is what I should do.

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