Consumer complaint received 2019-05-24
Company: The Outsource Group, Inc
State: NC
Product: Debt collection
Sub-product: Medical debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
On XX/XX/2017 my wife received services related to her XXXX from XXXX XXXX ( XXXX XXXX XXXX ). The amount owed for these services was {$160.00}. 

Initially, we were informed this and all other bills related to her regular check-ups during XXXX were covered under a global charge that we paid upfront as part of my wife 's XXXX services. As a result, when we initially received a bill for this we believed it to be in error. We received two follow-up bills and two follow-up calls. As a result, we contacted the office about this charge. As it turns out, the offices initial communication was incorrect and XXXX  were not covered under the global charge. As a result, we did in fact owe the {$160.00} bill. Unfortunate communication mix up but no issues yet. 

We then proceeded to call up XXXX and attempted to pay that amount. We called up their billing line and there were multiple charges outstanding at the time. As a result, we paid all outstanding items. As part of this conversation we explicitly asked to confirm that our outstanding bill from 2017 was paid in full. They collector confirmed that that bill and all other amounts had been paid. 

Following this call, we were contacted by MEDICREDIT , Inc, a collection agency. They claimed this amount remained unpaid. We called up XXXX again and they confirmed all outstanding amounts had been paid. We then contested MEDICREDIT 's derogatory mark on my wife 's bureau. XXXX, however, confirmed that the {$160.00} remained unpaid. As a result, we contacted XXXX for a third time. This time the agent once again confirmed that we did not have an outstanding balance. When I explained the full situation again, however, the agent asked me to hold and forwarded me to another group. This separate group was then able to confirm that the {$160.00} remained unpaid. 

The issue was a systems error on XXXX XXXX part. The {$160.00} charge was removed from their current system in put into archive at some point prior our initial attempt to pay the bill. As a result, although the agent confirmed that all bills had been paid, the {$160.00} bill remained unpaid. 

As a legitimate debtor, we of course are going to pay the {$160.00} debt outstanding. We, however, requested that XXXX remove the derogatory mark from my Wife 's credit bureau, as the bill remained unpaid due to incorrect information presented by the Company due to a systems error. 

XXXX informed us that they are not responsible for providing us the amount of debt outstanding on our account. They informed us they can only present information according to their system regardless of the accuracy and they not responsible for any inaccurate information that may be communicated to the consumers. 

We will of course pay the debt, but we do contest XXXX XXXX claim that they are not responsible for a derogatory mark on my wife 's credit as a result of their multiple inaccurate statements with regard to the amount of debt outstanding.

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