Consumer complaint received 2019-04-09
Company: Firstsource Business Process Services, LLC
State: MO
Product: Debt collection
Sub-product: Medical debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
I received a letter from XXXX XXXX on XX/XX/XXXX ( Document 1 ). This is in regards to an account that I have made MULTIPLE requests for financial assistance. 
First request was on an invoice dated XX/XX/XXXX, received on XX/XX/XXXX. There was a billing error on the invoice ; so I sent a letter describing the error ( asking for it to be reprocessed ) and for financial assistance with the remainder of the invoice. It should have been received no later than XX/XX/XXXX. 
Second requested was on an invoice dated XX/XX/XXXX, received on XX/XX/XXXX. Again, it still had the billing error on it. I sent a second letter, again requesting for a reprocess of the error and for financial assistance for the remainder of the charges. The second letter should have been received no later than XX/XX/XXXX. 
I received another invoice dated XX/XX/XXXX, received on XX/XX/XXXX, which again had the billing error and another charge. I received two more invoices that ONLY had the billing error on the statement. One dated XX/XX/XXXX, received XX/XX/XXXX ; the other dated XX/XX/XXXX, received XX/XX/XXXX. 

I sent a third letter, certified so I know it was received. Document 2 is the letter ; Document 3 is the mail receipt. I attempted to print the tracking, but USPS says the information is not available. Tracking number is also referenced in the letter. 

Just as a reference, all correspondence was performed in writing due to the unprofessional conduct of the XXXX staff ( especially in the billing department ). It all started with problems that my agent assigned to me by XXXX during an investigation on a claim they submitted. They were so rude to him on the phone the last time he spoke with XXXX representatives ; that he had to DISCONTINUE the conversation. He called me back afterwards, and informed me of the incident ; then stated that ALL correspondence from the XXXX XXXX XXXX office would have to be made in writing. He also suggested to me that ANY further communications I have with XXXX be in writing due to the unprofessional nature of XXXX representatives ; and so there is a written record. 

I personally think it is bad when a representative from a MAJOR insurance provider can not conduct business by phone to resolve a claims issue with the service provider. Just so it is known, that claim was sent to XXXXXXXX XXXX and processed through the CFPB ( complaint # XXXX ) due to the uncooperative nature of the XXXX representatives. 

After the letter was sent in XX/XX/XXXX, and was never answered ; I had a follow up phone call with my Transplant and Financial  Coordinator with XXXX. Since the issue was never reprocessed ( she had access to my claims logs ), she contacted the billing department to tell them to reprocess the error claim. I asked her to find out why it was never reprocessed as I had sent several letters proving their error. They refused to answer the question. My coordinator stated they feigned ignorance. 

I never received any further invoices after the one dated XX/XX/XXXX until I received an invoice for surgery that occurred late XX/XX/XXXX. The invoice was received on XX/XX/XXXX. I received a call on XX/XX/XXXX from a male representative to let me know the invoice was issued and to see if I received it. I described my previous issues with the billing department, and attempts to get financial aid. He gave me a direct number to call ; as he is just a courtesy agent he could not assist me. 

I contacted an agent, named XXXX ; who was EXCESSIVELY rude. Also note, that I have that call recorded as proof of the rude and arrogant behavior of the XXXX representatives. I requested a financial aid application as well as a UB04 form for the surgery on the billing invoice. I never received the forms I requested. I have no mail records ( from the USPS Informed Delivery ) for the following days : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ; and I have copies of all mail scans for the remaining days. This covers the entire period from when I requested financial aid on XX/XX/XXXX until the end of XX/XX/XXXX to show that I NEVER received any of the forms I requested. 

After not receiving the forms for three weeks, I called again. I spoke with a very nice agent who was very helpful. The only problem she said she could not release the UB04 form to me. All I was told is it is not complete, even though its been 90 days since the date of service. This is not the first time that I have been refused my personal medical records or file information ; and just so it is known, I have been questioned as to why I would want MY personal medical records. 

I received the financial aid forms XX/XX/XXXX, less than five days after I had called requesting them. On XX/XX/XXXX an agent named XXXX called me ( also a recorded phone call ). She was also rude and arrogant. I told her I received the financial aid forms the evening of XXXX, and was in the process of getting the information requested in the forms ( pay stubs proving a months worth of income, current tax returns, W2, etc ) so I could compete the forms. In so few words she said that she didnt care, she wasnt going to hold the account while I get it together, then threatened to send me to collections. 

I questioned why because it states that I have up to thirty days to complete the application and submit it. I also informed her that this is the second set of forms I requested, as the first ones were never received. Her retort was they were sent. I personally question if they were, as I have proof they were never received. 

The second sets of forms were sent on XX/XX/XXXX. Document 4 is the receipt and Document 5 is the tracking information. The forms were received by the business on XX/XX/XXXX. The financial aid forms state that it can take up to thirty days to process. The last correspondence I received was an invoice dated XX/XX/XXXX. 

After the thirty day period expired with no approval or denial letter, I filed a Better Business Bureau complaint ( # XXXX ) on XX/XX/XXXX. Document 6 is the full complaint ; Document 7 is the acceptance letter from the XXXX ( stating they accepted the complaint and would forward it to the business ). As of XX/XX/XXXX I have not received a response to the XXXX complaint from XXXX. 

I would like to point out, that at this point I have experienced harassment and refusal of service from the XXXX agents. The harassment is well documented back to XXXX, as well as with the recorded phone call interaction with the agents for this instance. 

The refusal of service begins with the letters that I had sent after receiving the first invoice in XX/XX/XXXX. I sent a letter ; someone is responsible for checking the mail ; someone is responsible for opening the mail and processing the contents ; if there was correspondence received, it was that persons responsibility to transfer or respond to the request for financial aid and reprocessing the billing error. Due to the negligence of that employee for failing to send the correspondence for processing, lead to a refusal of service ( as my request for financial aid and bill reprocessing was not completed ). Also, as stated the verbal request for financial aid was not fulfilled ( even though they state it was sent, I have proof otherwise ), leads to being refused service. The representative XXXX, stating she didnt care that I asked for assistance or not, she refused to allow processing of the paperwork is a refusal of service. 

I would also like to point out that in the XXXX complaint, I requested to speak with someone HIGHER than the billing department. There are multiple issues that need to be addressed with this organization that should have been corrected before it went to the XXXX, and especially the CFPB.

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