Consumer complaint received 2023-08-09
Company: HILLTOP HOLDINGS, INC
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Bounced checks or returned payments

Complaint:
Plains Capital bank supplied the refund check after I was overcharged. 

XXXX XXXX is the company I worked with and they issued the check. 

1. This company claims for verify your insurance to get the cost of treatment. 
a. They claim to have done that and patient responsibility would be about XXXX XXXX ( unfortunately, I no longer have all my receipts since I thought this was resolved when I finally received the refund check ) but that was not the case, it was covered at 100 % 2. When I saw the first few claims were covered at 100 %, I inquired as to when my refund would be issued back to the card a. XXXX XXXX XXXX XXXX advised that they have to see how the rest of the claims are processed ( which makes no sense because if you are billing for the same treatment with the same codes ( as you should unless you're doing something shady ) then the benefit remains the same. I was patient and understanding and said fine b. Once I saw the rest of the claims processed, they advised that they would be issuing a check instead of refunding it back on the card, once again I was patient and understand and I said fine. 

3. They finally issued the refund and the check bounced. 
a. They were closed on Saturday and Sunday so I had to wait until Monday. 
b. I called for about an hour and the phone just kept ringing. I reached out to my patient advocate who said he would follow up with them. I had to call him around XXXX for an update which was no update. 
c. Tuesday, same thing. I called will around XXXX and he advised he escalated this since they ( XXXX and XXXX ) were waiting on someone to respond which was not much help and he said he would have an update for me by the end of the day- which he did not. 

4. Since I never got an update on Tuesday XX/XX/21 I decided never mind, I'll pursue legal action. The next day XXXX advised me to try and attempt to deposit the check again, which is fraud! After I pointed that out, he said the money was there at the office with XXXX for me to pick up along with the {$15.00} return check fee. 
a. Got there, XXXX at the front desk advised me not only once but twice that she was not there I have a recording of the second time he said it b. He then went into the back again and claimed she would be with me in 5 or 10 minutes this just seemed like yet another lie or a way to buy more time. Either XXXX lied about her not being there and he could not be trusted any further or he was lying about how soon she would get to me and I really couldn't take anymore shenanigans since at that point I was furious after driving 33 minutes one way, I left. 

5. XXXX XXXX ( my checking account ) has sent me a " substitute check '' but they advised not to cash it since the reason is only " refer to maker '' with no other detail. It could be a closed account, bad check or whatever so it would only cause me to incur more fees and possibly put my account in bad standing.

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