Consumer complaint received 2017-01-04
Company: Profit Services Group
State: NE
Product: Debt collection
Sub-product: Medical
Issue: Communication tactics
Sub-issue: Used obscene/profane/abusive language

Complaint:
I have had XXXX separate issues regarding late payments and dealings with debt collectors. There is clearly an issue of : ( a ) the medical industry lacking an earnest attempt to contact the debtor and ( b ) the debt collection agencies, at minimum, falsifying information in order to garner higher payments. On XXXX XXXX 2017 Profit Services Group ( " PSG '' ), their number being XXXX XXXX XXXX XXXX, contacted me telling me I owe XXXX. When attempting to get clarification on what the bill was for, and possible alternative routes in making payments, I was met with misinformation and hostility. PSG failed to tell me I have the ability to pay the medical services directly, not through PSG. I was told the office in which sent my bill to collections would not accept my payment and they would reroute me back to collections - this is false and on purpose. Reason for it being false, and what I feel to be at minimum unethical, is multifaceted. Collection agencies first make these calls and in their voicemails fail to disclose what the reason for the phone call is. In modern times with the amount of scams that go on expecting a consumer to call an unknown number back just because they said so is misleading and unreasonable. Due to having this experience before, I did call back thinking it may be another debt collection. After making this call, being proactive, I was told that I have only XXXX methods in which to pay. First, over the phone, which is an additional XXXX dollar charge, or I could send by mail. However, due to PGS 's lack of diligence, the mail option is actually not a real option. By the time I would receive the bill and make a payment it would be too late, and my credit score would be lowered. I decided to do my own research and called around the hospitals. After an hour, I was finally able to reach the group in which I owed the payment directly, Georgia XXXX XXXX ( " XXXX '' ). When I spoke to their billing department, I was told that I could pay them directly, contradicting what PSG told me. I believe the reason they misinform the consumers as to only being able to pay PSG is because they add a charge without telling the consumer. My initial bill owed to the doctor was XXXX - PSG neglected to inform me on this initial surcharge. If I would have followed the debt collectors advice, I would have ended up paying almost a third more than I needed to ( XXXX ). This, in my humble option, in purposely misleading consumers. The hostility towards me, the consumer, in attempting to find the answers to these questions was disappointing at best. After paying the bill directly with XXXX I called XXXX back and told them of the situation. After expressing my discomfort with how they neglected to inform me of my options, stating that they indeed lied to me, I was met with hostility and hung up on. It is hard to accept that this is an acceptable business practice. My bill may be of minimal amount, but I can not imagine the fear and hostility given towards those who do not have the resources I have.

Company public response: Company disputes the facts presented in the complaint
Company response to consumer: Closed with explanation