Consumer complaint received 2020-04-24
Company: Capital Accounts, LLC
State: OH
Product: Debt collection
Sub-product: Medical debt
Issue: Took or threatened to take negative or legal action
Sub-issue: Threatened or suggested your credit would be damaged

Complaint:
On XX/XX/XXXX I received a letter from Capital Accounts stating that I owed a balance of {$680.00} for services at XXXX XXXX. 

I called them to discuss the account. 

My children went to see the XXXX  in XXXX of XXXX, and we had called our insurance company, and the XXXX  's office to verify that we did in fact have coverage for the regular checkup 's, and that the XXXX  was in-network. Both XXXX XXXX, and our Insurance company XXXX verified that yes we are in fact covered. 

In XXXX I received a phone call and a set of texts from XXXX XXXX threatening to put us in collections if I did not pay the bill right then. We had not received a bill from XXXX XXXX, and I called our insurance company and spent 3 hours on the phone with a supervisor to verify that we were in fact covered. It came to the supervisors attention that XXXX XXXX never filed claims for the 2 visits, and she called them up and offered to help him file the claims, and connected him with the appropriate department. 

When the supervisor came back on the phone she stated that she understood why this was so difficult, and we were advised to file an internal claim and complaint with XXXX regarding this issue. 

We were counseled to submit 2 internal appeal request form 's regarding these issues, which we did. 

I was assured that these services were fully covered. 

Then we received the letter from the collection agency. 

I called the collection agency, and shared this information with them. I told them that we had not received a bill, and that our insurance company had not received a bill, or a claim. I told them that XXXX XXXX had called and threatened us, and would not send us a bill, but wanted us to pay over the phone. I asked if I could contact my insurance company and get back with them. 

I called my insurance company on XX/XX/XXXX and spoke with them at length, and they again assured us that we were covered, and that no claims had been filed by XXXX XXXX. 

I called Capital Accounts back, and shared that information, and I was told that I should just pay, and the insurance company would reimburse me. I stated that we had the insurance company contact XXXX XXXX to help them file a claim, and that didn't work, and to received reimbursement I needed a bill. I asked if they would be able to show me an itemized bill, and Capital Accounts told me that they would get that from XXXX XXXX. 

I called back on XX/XX/XXXX and they told me that they still were unable to get a bill, but if I did not pay that they would report us to the credit reporting agencies on XX/XX/XXXX. I was asked to call back in a week. 

I called back on XX/XX/XXXX and asked what the status was. They still hadn't received a bill. I asked them what would happen if they didn't receive a bill by XX/XX/XXXX, and she told me that whether or not I was reported to the credit reporting agencies was out of her hands. I asked them to remove us from collections, and was put through to a supervisor. I explained our situation to the supervisor who at that time told me that they were just a middleman. I explained that we had paid 1000 's of dollars for insurance, and that XXXX XXXX hadn't given us a bill, our insurance company a bill, and now Capital Accounts doesn't even have a bill -- I then stated that it felt like I was being extorted having a stranger call me and ask me to pay money for a bill that no one has ever seen, or else we will hurt your credit score. I was upset, and the supervisor was upset as well. He stated that he would again try to find a bill from the company, but they sometimes took a longer time to get that to them. When I asked what would happen on XX/XX/XXXX with regards to reporting to the credit reporting agencies he refused to answer me, stating that I was trying to entrap him. He ended the call stating that he would try and get the information and get back with me. 

So we now are hanging with the options of paying a bill that no one has seen, or have our credit report damaged.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation