Consumer complaint received 2021-03-03
Company: Healthcare Collections-I, LLC
State: AZ
Product: Debt collection
Sub-product: Medical debt
Issue: Communication tactics
Sub-issue: Used obscene, profane, or other abusive language

Complaint:
The only number I received calls from in my complaint below was : XXXX On XX/XX/XXXX at XXXX XXXX  ( AZ time ), I was contacted by HCI and when I asked who the call was from I was hung up on, so I called the phone number back at XXXX XXXX  ( AZ time ) and was advised HCI Heath Care Collections was attempting to collect a debt. My call was to HCI was answered by an agent that goes by the name of XXXX. 

I was made aware that XXXX  had sent a {$100.00} Emergency Room Co-pay from when when my toddler was sick back in XXXX of XXXX. 

I was given the login information to the online portal and advised the agent I would make the payment once I had the means to via the online portal. 

On XX/XX/XXXX, I received another call from XXXX at XXXX XXXX  ( AZ time ). I called HCI back and again got XXXX, I had several questions regarding their collection practices and asked that he place a Cease and Desist on my account and went to speak again, but the call was disconnected by XXXX. 

I called HCI back at XXXX XXXX  ( AZ XXXX ) and once again XXXX answered the call. I advised XXXX I still had several questions regarding my account with them and asked that he would please allow me to speak and ask my questions instead of disconnecting the call, or to get me into contact with a Supervisor. The agent became very agitated and was dismissive of my questions. I had asked to speak to a supervisor and the agent refused. I advised the agent that he was being unhelpful and I was the customer attempting to understand how my credit will be impacted. 

XXXX then advised that " XXXX  is the customer, not you '' and I asked where I can forward my complaint to the attorney general and XXXX then advised " You can do whatever you want '' and disconnected the line, again. 

I am appalled by the actions taken by HCI and how they represent themselves as a healthcare collection agency, as this agent refused to assist me with my questions and educate me on how their process works, so that I could avoid derogatory marks on my credit report and close out the account accordingly. 

I am genuinely concerned as we are in the midst of a deadly pandemic and I am sure a lot of patients are being sent to collects and I fear they will also be treated in such a manner. 

Their company website : XXXX XXXX XXXX XXXX that they take a pledge every day that states the following : " I believe that every person has worth as an individual. I believe every person should be treated with dignity and respect. I will make it my personal responsibility to help consumers find ways to pay their debts. I will be professional and ethical. I commit to honoring this pledge. '' Neither was the agent assisting me with my account in a professional manner, nor was the agent acting in an ethical manner by refusing to assist me and continuing to disconnect the line. 

How are patients able to get actual assistance with their medical debts when the company allows for their agents to act in such a manner and have zero escalation procedures and practices? 

I respectfully ask that this company be placed under an investigation in order to protect patients of vulnerable populations, as this is inhumane.

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