Consumer complaint received 2020-05-08
Company: Credit Bureau Collection Services, Inc.
State: MD
Product: Debt collection
Sub-product: Other debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint:
XXXX XXXX XXXX  claims I owe them {$320.00} for a medication that I did not authorize. The date of the initial disputed transaction was XX/XX/XXXX. 
I am on a very expensive medication to help with my XXXX XXXX XXXX that my insurance company only allows me to have shipped directly from XXXX XXXX XXXX. I have been on this medication for years, and up until XXXX, with the help of a copay card from XXXX, I have only had to pay either had to pay {$5.00} for my monthly prescription. If there ever were ever any costs that have exceeded the % 5.00 copayment, XXXX XXXX has always called me and ended up working it out with the Copay assistance. In XXXX, there were some issues with the copay card, so after contacting me to let me know, they contacted the copayer and the copayer authorized a direct payment to them. I told XXXX XXXX every time they called me that if the copayer didn't authorize their payment, then I declined the charges and to not ship the medication. This happened a couple times, during the year, and the copayer paid them 100 %. I paid {$0.00} for my copayment in XXXX. 
XXXX XXXX never called me to get authorization for the {$320.00} not covered by the copayer for the XX/XX/XXXX shipment. I did not even know about it until after they called me in XXXX asking for ~ {$2000.00} for the XXXX shipment of my medication. I told them at that time, the same thing I always told them. " If the copay card isn't going to pay for it, then I decline the shipment and the charges. '' I remind them everytime that I can not afford any more than the {$5.00} copayment. They have confirmed that they have this conversation recorded and on file. 
I have called them multiple times to dispute the charges, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XXXX gentleman I spoke to the first time told me to the second time told me to call the copayer and give them a sad sob story to see if they would pay the {$320.00}. He told me if they didn't pay it, then to call back to XXXX XXXX, ask for a supervisor, and the supervisor would write it off because there was no record of me authorizing the charges. He said ignore the repeated notices to pay in the mail, and that they would never send this to collections. 
The call on XX/XX/XXXX took 2 hours and 2 min. I was transferred around several times. They were not very willing to help me. They said they listened to all the calls they had on file and were not able to find any call where I authorized these charges. However, they claimed that because I did not call them prior to the shipment to cancel it, that the charges were valid. I don't understand how I am supposed to decline the charges when they never called to tell me about them until a month after they charged me. The Supervisor said she would escalate the matter for further investigation and get back to me. 
No one from XXXX XXXX ever got back to me. Instead they sent it to CBCS collection Agency, which is exactly what they said they were not going to do. I called the collection agency to tell them I disputed the charges. They said they would make a note, but still said I had to pay them. 
Because of this problem, I have not been able to get my medication for my XXXX XXXX XXXX  for 7 months, and my health is suffering. This is not right or fair. I need my medication. XXXX XXXX has received $ XXXX {$30000.00} a year from my insurance and the copayer for over 7 years for my prescription, and they are unwilling to admit they made a mistake and write-off the {$320.00}.

Company response to consumer: Closed with non-monetary relief