Consumer complaint received 2023-01-31
Company: Phoenix Financial Services LLC
State: MA
Product: Debt collection
Sub-product: Medical debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint:
XX/XX/XXXX XXXX opened debt collection letter of XXXX $ from Phoenix Financial Services with service date of XX/XX/XXXX original creditor XXXX XXXX XXXX Called XXXX XXXX bill pay line to find out more information and heard an automated message stating that any letters from Phoenix Financial Services they do not have on file nor can they help, to call XXXX XXXX XXXX at XXXX. I spoke to the bill pay representative anyway, who referred me to Phoenix. XXXX called Phoenix to ask for more information about this alleged debt. All they would provide is the service date, the name of a nurse practitioner I never heard of, and a diagnostic code. I called XXXX bill pay line back, and the rep. Stated that its inappropriate for the debt agent to not provide all information requested and that he lied when he said thats all he had on file, and is required to give me all info as theyre given everything from the hospital and to request a supervisor as theyre employing a scare tactic to force me to pay the debt. Called Phoenix back, explained that its inappropriate to not provide all info and to get me a supervisor. The rep I spoke with transferred me to the rep who refused to give me all the info, and I repeated myself. He refused to get me a supervisor and stated all I could do is file a dispute. I stated Im calling the bill pay department back to verify this. XXXX called XXXX instead to report what happened with Phoenix XXXX and the rep sent an email to Phoenix requesting a supervisor call me back. XXXX called XXXX XXXX XXXX verify this so called bill from XX/XX/XXXX. XXXX XXXX has no claims on file for that date or any date close to it. The oldest claim they have is XXXX XXXX. I suspected that this debt is invalid and is now verified. XXXX called XXXX XXXXXXXX XXXX XXXXXXXX and explained my debt letter from Phoenix . I was told that they were advised to tell patients theres a problem with Phoenix and to disregard and throw away debt collection notices from them. Spoke to my husband, who was helping me with tracking down this debt, told me that the XXXX was getting complaints on a massive scale about Phoenix and its all over town that theres problems. XXXX called XXXX bill pay again to report everything I learned so far - that XXXX XXXX has no claims on file to match that alleged bill and date of service, that Phoenix refused to get a supervisor or give me any further information, that the XXXX is overloaded with complaints about Phoenix , a potential scam, which is now a massive problem, and that the XXXX XXXX XXXX XXXX stated to disregard and discard Phoenix collection notices. I asked why the bill pay department is still referring patients to Phoenix, who is being uncooperative, and that these debts may not be valid but no one is helping them. The bill pay rep. Put me on hold to speak to her supervisor, who received a notice at that point in time to tell patients to disregard and discard Phoenix collection notices. She explained that Phoenix bought out something from XXXX, and its not a scam, but there is a big problem. She thanked me for reporting this massive problem. Lastly, Phoenix knew my name before I identified myself, when I suspiciously inquired as to how they knew who I was, they claimed it was from caller ID.

Company response to consumer: Closed with explanation