Consumer complaint received 2019-10-21
Company: Firstsource Business Process Services, LLC
State: MO
Product: Debt collection
Sub-product: Medical debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
I would like to start off by saying that One Advantage and I are no strangers. XXXX XXXX Hospital has been using this organization for years to harass, bully, and intimidate me ; as well as distract from their questionably legal activities. 

I would like to begin with the current notice I have received from One Advantage. I have NEVER received a billing statement from XXXX XXXX Hospital for the date of service ( XX/XX/XXXX ) in the amount of {$180.00}. The last individual statement I received was for service on XX/XX/XXXX in mid-XXXX of XXXX ; in which I received a demand for payment phone call on XX/XX/XXXX before any payment was past due. I have also received notice recently from my insurance company, showing that it was reprocessed ( due to error, review of policy, etc is unknown ). 

On XX/XX/XXXX I requested financial aid assistance, and was told it would be issued in a few days ; it was never received. I called again a few weeks later ( mid-XXXX ) to request it again. I received it early XX/XX/XXXX. Three days later I received a phone call demanding payment ; to which I stated that I requested financial aid twice, and just received the paperwork and have yet to get some of the paper work requested ( tax info, pay stubs, etc ). Customer service agent was very rude, stated she wasnt going to hold it from collections.

I submitted the paperwork, with no response. That led to XXXX XXXX XXXX complaint XXXX on XX/XX/XXXX and Consumer Financial Protection Bureau complaint XXXX on XX/XX/XXXX. I spoke with XXXX XXXX, Compliance Manager after the closure of the complaint on XX/XX/XXXX. At the time I spoke with her, the XXXX  complaint had yet to be addressed ; and requested that whomever her contact was that sent the original information to her office be sent a notice that I wanted to be contacted to get a resolution. She said she would email that person, but I never received a response. 

The XXXX  complaint was not responded to until XXXX of XXXX. Several of the issues were addressed. I requested that ALL OUTSTANDING billing issues be combined and sent to me for review based on DATE OF SERVICE ; so I could review and make payments towards ONE FINAL AMOUNT. I have only received one statement broken down, but only by the date XXXX processed the charges AFTER the insurance did. It does not list the date of service, so it is not possible to create a timeline as to what charges are for what date or time period. The point is, I dont know if the current billing statement I have received from XXXX has the current charges that are with One Advantage currently, nor do I know if the charges from the reprocessing I have received from my insurance company are part of it. 

I have also, requested for a reprocessing of my financial aid paperwork due to income change ( to approximately 50 % less than what my previously reviewed income was ). That is included with this complaint, and was sent XX/XX/XXXX. Since then I have received ONE billing statement for a fixed amount, but it DOES NOT describe what date/time period it is for nor does it break down what the charges are. 

I have a recorded call on XX/XX/XXXX with a representative of XXXX asking about payment options. I again asked why I have not received a breakdown of the bill by date of service. She stated it was sent. What I received what based on when XXXX PROCESSED it after my insurance company did, and it did not have the information I need to make an informed decision as to what I was being billed for. After some discussion, she stated she would request for it to be reprocessed and sent to me in the manner in which I requested. As of the writing of this complaint, I have not received it ( just another billing statement with a single dollar amount on it, no other information ). With this organization refusing to provide me with this information, it is an act of fraud. They are unable to provide legitimate proof of charges and the dates they occurred. Likewise how am I to know that this current charge placed with One Advantage is not part of this consolidated bill I have received from XXXX within the last 30 days. 

Also, during the call on XX/XX/XXXX I asked why my financial aid has not been reviewed again. The agent put me on hold and looked into it ; stating that it had been received, but not updated. Now the financial aid processing was a MAJOR point in the previous XXXX  and CFPB complaints. I was told the financial aid was approved early XX/XX/XXXX, but I never received confirmation of it until end of XX/XX/XXXX when the XXXX  complaint was attempting being resolved ( as no one representing XXXX answered the CFPB complaint ). 

With XXXX XXXX Hospital being involved in fraud, and yes I am going to call it fraud ; since XXXX can not and have refused to provide me with billing detail information, the billing information currently with One Advantage can not be validated. Furthermore, it can not even be confirmed or denied that it is part of the current bill that I have from XXXX ; which is supposed to be a consolidation of any and all remaining billing activity. 

I officially request for someone from the CFPB or FTC to get actively involved to meditate this case. It has been OVER TWO YEARS dealing with both these organizations, and we have not accomplished anything.

Company response to consumer: Closed with explanation