Consumer complaint received 2021-12-10
Company: The Outsource Group, Inc
State: NV
Product: Debt collection
Sub-product: Medical debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
From : XXXX XXXX Sent : Thursday, XX/XX/XXXX XXXX XXXX To : XXXX Subject : XXXX XX/XX/XXXX RE : XXXX XXXX Account # XXXX I have disputed the amount that XXXX XXXX Hospital has forwarded to you for collection. At that time, I requested a copy of the entire billing history, which should reflect ALL adjustments and transactions to my account since the date of service XX/XX/XXXX. What has been provided is the itemized list of charges, however, it does not include the itemized detail of account adjustments. ( see XX/XX/XXXX statement ) I received a bill from XXXX Hospital XX/XX/XXXX and entered into an agreement to pay $ XXXX month on the discounted amount of {$1300.00}. My insurance company was out of network and did not provide coverage, so I was considered cash pay. XXXX sent me the adjusted invoice/offer and we set up a payment plan. ( see XXXX Statement ) After I started to make payments on our agreement, I received my monthly invoice, however, the balance had been adjusted to {$4300.00}. I called the hospital and explained that we had already had an agreement in-place and that I would stop making the $ XXXXmonth payment until the balance reflected our originally agreed upon amount. I spoke with XXXX on XX/XX/XXXX and explained the situation, submitted my documentation, and was told to check balance in XXXX days. On XX/XX/XXXX the balance was corrected, and I paid my {$25.00} accordingly. 
A few months went by, and I again received a monthly statement reflecting the adjusted balance. I called and again spoke to XXXX, and -re-explained the situation stating that I would not make our agreed payment until the balance had been corrected. I asked why this kept happening and was told that the hospital continued to submit my insurance claim to XXXX. Apparently, XXXX in XXXX retro-actively processed XXXX claims as in-network, therefore changing my status from cash pay to covered (? ). I explained to XXXX that XXXX could do whatever they wanted to try to get something from my insurance company, however, the outcome of those submitted claims wouldnt affect me because we hospital and myself had already entered to a payment arrangement for the balance of {$1300.00}, which was offered by them, accepted by me, and the hospital made that agreement valid when they acknowledged it in writing and applied the received payments to the agreed upon balance. 
In short, XXXX continues to adjust my balance after the fact. As stated, I will resume my monthly agreed upon amount, and Im willing to pay for installment amounts due from the months that have been in dispute. However, I wont post a dime until the correct balance is reflected on my account and the account is removed from collection status. I am not the one who broke our agreement, and I will report both XXXX and XXXX Hospital to the FTC for violating the FDCPA. I have collectors calling me while XXXX at work, XXXX receiving collection letters, and I already have an agreement in-place and should not continue to be harassed. Additionally, the documentation detail that I requested from you still has not been provided, which will clearly show the hospitals balance adjustment entries post payment agreement. 
Send me a corrected statement as requested and I will resume the payment agreement accordingly. 

XXXX XXXX XXXX- Please see the original bill, created XX/XX/XXXX reflecting the discounted amount, along with invoices in XX/XX/XXXX & XX/XX/XXXX reflecting the balance and acknowledgement of payment plan. Please also see the recent bill, created XX/XX/XXXX, which clearly reflects the balance adjustment. 

From : XXXX XXXX Sent : Thursday, XX/XX/XXXX To : XXXX Subject : XXXX I am in receipt of your letter dated XX/XX/XXXX ( attached ) and respectfully request that you stop harassing me, again. I have taken the time to provide you with the documentation you requested, which clearly supports my position on this matter. In response, to this additional communication from you, I will again state, that I maintain my current position to not resume our agreed upon monthly installment payment, $ XXXXmonth, until the balance reflected on my account is corrected. Your client has failed on numerous occasions to provide the requested detailed history of adjustments that were made to my account after they offered and accepted payments toward the agreement, which both parties accepted. I have provided supporting documentation to show that my account was adjusted without my knowledge and after-the-fact, on more than one occasion. 
It appears that I need to speak with an attorney to make myself clear about my position. You have continually harassed me while at work, left voicemail messages on my phone at random times/days, called while in meetings with colleagues that are reflected as collector on my cell phone screen, sent letters to my home, and have cost my employer $ XXXX while Im distracted with your repeated calls and responding to your unfair, and unjustified collection attempts. 
Dont harass me via any form of communication in the future until the balance on the account is adjusted to the agreed upon balance less the payments that your client has accepted and received. When the balance is accurate, and I have received the detailed history of adjustments that were made to my account, then I am happy to pay for back installments, while the bill was under dispute, and will resume the monthly installment payment as agreed. 
Your letter indicates that I need to contact your office to provide more information. On the contrary, your client needs to provide the detailed reports that I have requested on numerous occasions, and correct the balance per our agreement. In short, the ball is in their court. In the interim, dont harass me unless your client honors their agreement. 

XXXX XXXX

Company response to consumer: Closed with explanation