Consumer complaint received 2020-08-31
Company: Patient Accounting Service Center
State: AZ
Product: Debt collection
Sub-product: Medical debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
XX/XX/XXXX Called Arstrat ( Collection Department of XXXX XXXX XXXX and made {$300.00} debit card payment taken by XXXX. Confirmation # XXXX, cleared by financial institution XX/XX/XXXX. 
XX/XX/XXXX Called to pay off remaining balance, spoke to XXXX at XXXX MST,  stated unable to locate payment from XX/XX/XXXX. Stated she would have her supervision, XXXX XXXX, look into it and return my call. Provided payment confirmation number and my contact number. Advised to leave voicemail if no answer. Call never returned. 
XX/XX/XXXX Called Arstrat and spoke to XXXX at XXXX MST, stated that after speaking to supervisor my payment was incorrectly applied to someone elses account and that my account would be credited within 72 hours. My account was not credited. 
XX/XX/XXXX No statement received from Arstrat. 
XX/XX/XXXX No statement received from Arstrat. 
XX/XX/XXXX Called XXXX XXXX ( Arstrats sister company ) to see if they could help since Arstrat hasnt been able to rectify situation, spoke to XXXX at XXXX MST, transferred time Central Billing office ( another department of XXXX XXXX and Arstrat ), spoke to XXXX  at XXXX MST, stated payment posting team would look into it once I faxed copy of bank statement reflecting payment to Arstrat. Referenced account number my XXXX and faxed to XXXX. 
XX/XX/XXXX Called XXXX XXXX, spoke to XXXX at XXXX MST, stated located fax received and in system, stated payment not yet posted to my account, advised there was new system and that likely was the issue with my payment not reflecting, stated would return my call with update today after sending email to supervisor, XXXX , about my payment having been credited erroneously to another account. XXXX returned call that day but had no update. 
XX/XX/XXXX Called XXXX to see if they could find resolution, spoke to XXXX at XXXX MST, advised account was on hold while payment was being researched by a supervisor. 
XX/XX/XXXX Called XXXX, spoke to XXXX, stated account still on hold and {$300.00} payment not yet posted, stated XXXX XXXX ( another Arstrat entity ) took payment on XX/XX/XXXX, advised him Ive never heard of XXXX XXXX and that statements never have had that company name on them, XXXX provided number to XXXX XXXX. 
XX/XX/XXXX Called XXXX XXXX, spoke to XXXX, stated payment not credited to account yet. 
XX/XX/XXXX Called Arstrat, spoke to XXXX who stated payment for {$300.00} not posted to account but to call back 10 business days as other customer who was erroneously credited needed to be notified. 
XX/XX/XXXX Called Arstrat and spoke to XXXX at XXXX MST,  stated contacted supervisor about my account but XX/XX/XXXX payment for {$300.00} not yet credited to my account, stated update by tomorrow, advised I had filed a XXXX complaint and AG complaint in XXXX and XXXX and no response from Arstrat about my account not being credited the {$300.00} payment made. Advised her its nearly 5 months since this and still no resolution. This is unacceptable to not credit my account in 5 months.

Company response to consumer: Closed with explanation