Consumer complaint received 2021-03-20
Product: Debt collection — Medical debt
Issue: Written notification about debt — Didn't receive enough information to verify debt
Company: Grant & Weber (MT)

XX/XX/XXXX Timeline of Events, XX/XX/XXXX-XX/XX/XXXX : Any " ____ '' indicate redacted information that was then submitted to CFPB confidentially and securely following this initial report. 

On Friday, XX/XX/XXXX, I discovered on my XXXX XXXX account that I had a collection at Grant & Weber , Inc. for a total of $ ____from the original creditor, ______ ( See Attachment 1 ). I received an Info Alert '' alerting me that the amount you owe in collections has increased to ___ ( See Attachment 2 ). By that date, I had not received any written communications, phone calls, emails, or any other communications from Grant & Weber , Inc. that I had a debt in collections with Grant & Weber , Inc .

I called Grant & Weber , Inc. at XXXX between XXXX XXXX  and XXXX XXXX  MST on XX/XX/XXXX, in an attempt to get this resolved. I spoke with a gentleman who stated the call would be recorded. I did not have an account number associated with this account, and supplied my social security number and name for verification. He stated this account had been opened regarding a medical procedure on ___, XXXX, and verified with me that this was for a colonoscopy procedure. He was able to see my medical information at this point and shared such information with me. He asked me to verify my insurance information with him, to which I supplied that I had ______ insurance but that it had expired on XX/XX/XXXX. He stated that this information was not in his system, and he would need to see why. I stated that I have never received any written notification of this bill in collections by Grant & Weber, and asked what address was on file. He stated that the address on file was from ____County , ____, but would not give a physical address. I stated that as of this date ( XX/XX/XXXX ), I had not lived in ____County , _____ since XX/XX/XXXX and wanted to know where this address came from, and stated to him that I have lived in another county in _____since late XXXX, and supplied my new address with multiple agencies within the healthcare system in _____, with my insurance company that was supplied through my employer, and with the hospital prior to my procedure in _____XXXX. I verified my phone number with the representative, and asked how to resolve this given that I had not received any written notice and that interest was clearly accumulating. The representative told me that he would forward this information to his supervisor and that I should be receiving a call from his office within one to two weeks. I requested that a voicemail be left if I do not answer. 

I then texted and called my sister to ask for advice on how to handle this situation. On XX/XX/XXXX, at XXXX, she texted me asking did you ever hear back from the collection agency? ( See Attachment 3 ). 

As of XX/XX/XXXX, I had not yet heard from Grant & Weber , Inc. in the timeframe they stated. I had received no written communications, no voicemails, no emails, and no calls from Grant & Weber , Inc. regarding the resolution or update of this debt as I had requested. The debt in collections continued to negatively impact my credit score, and had risen from $ ___to $ ___as reported on XX/XX/XXXX ( See Attachment 4 ). 

I called XXXX ____, Director of the ________ Billing department, on XX/XX/XXXX at XXXX at XXXX XXXX  MST and was able to connect with XXXX. I gave her my name and stated that I was calling regarding a procedure I had on _____, XXXX, and inquired what insurance and address was on file. She confirmed my current address since XX/XX/XXXX ( See Attachments 5 ). 

I then called XXXX ____, Supervisor of the _______ Patient Access department, on XX/XX/XXXX at XXXX at XXXX XXXX  MST. He did not answer, and I left my name and callback number. ( See Attachment 6 ). XXXX returned my call at XXXX XXXX MST. Upon returning my call, I requested if XXXX could confirm for me if my ID with the correct address ( current as of XX/XX/XXXX ) was scanned in, and if the address was updated, for my appointment on or prior to____, XXXX. XXXX confirmed for me that he had my current address on file and that there was no ____ County address from what he could see during his demo recall ( See Attachment 7 ). 

Following this conversation, I then called and spoke with XXXX of Patient Services for ______, who originally submitted this debt to Grant & Weber , Inc., at XXXX on XX/XX/XXXX at XXXX XXXX  MST. ( See Attachment 8 ). After stating my name and that I was calling to verify the date of this procedure in question, XXXX confirmed that the original debt was sent to Grant & Weber , Inc.. I asked her to verify my address in her files, and she confirmed it was my current address as of ____XXXX. I then asked if there was any _____address in her files, to which she said no. I then asked XXXX that, since her office reported this debt to Grant & Weber , Inc., would this be the office that submitted my address as well, to which she said, I think so, yes. 

I called Grant & Weber , Inc. at XXXX on XX/XX/XXXX at XXXX XXXX MST and spoke with the operator ( See Attachment 9 ). I offered my name and social security number for account details, and that I was calling because I had not heard back from Grant & Weber regarding this debt as of XX/XX/XXXX. The operator stated that she would forward me to the manager, XXXX XXXX, and also gave me his extension, XXXX. The phone did not answer and I left a message with my name, phone number and the reason I was calling, and requested a call back at the number provided. 

As of XX/XX/XXXX, I had not received a call from XXXX XXXX. I called XXXX XXXX  at XXXX, XXXX, at XXXX XXXX  MST, and he did not answer. I called XXXX XXXX again at XXXX, XXXX, at XXXX XXXX  MST, and he did not answer ( See Attachment 10 for both calls ). I left a voicemail for XXXX XXXX at this time. 

On XX/XX/XXXX, I called Grant & Weber , Inc. at XXXX, XXXX, at XXXX XXXX  MST and spoke with the operator ( See Attachment 11 ). I gave my name and stated I was calling regarding a debt that I was trying to speak with XXXX XXXX about, but had not heard back from him to date. The operator apologized and told me that their system is currently down, but that it might not be back up and running until the following morning. I asked what she meant by system, and the operator stated their server. I then asked if she knew who I could speak to that is above XXXX? She told me that he was the Collections Manager. I then asked if no one else was above him, and she said I was correct. I asked if there was any way that she could pull up my account, or does the server conflict with that? She stated that she wasnt able to see any account information. I asked what time shed suggest that I call back tomorrow, to which she suggested morning or mid-day. 

According to Grant & Weber , Inc.s contact information, which is on their website at XXXX : //www.grantweber.com/contact-grant-weber/ ( See Attachment 12, screenshotted on XX/XX/XXXX, and accessed on XX/XX/XXXX, and XXXX ), there is a location and phone number in XXXX XXXX, Nevada XXXX I called this number in hopes that this sites server was not down and I could resolve this issue. I called Grant & Weber , Inc. at XXXX at XXXX XXXX  MST on XX/XX/XXXX and spoke with the same operator I had spoken with at XXXX XXXX  MST. ( See Attachment 13 ). I knew this because I could distinctly hear that the voice was the same, and Id spoken with this operator multiple times previously. After the operator announced she was from Grant & Weber, I stated that I was calling about a balance that I had on an account, and that I was hoping to speak with someone about it. She apologized and told me that their system is currently down, just as in the previous call, then stated that I could try to call back in the next five or six hours, and that they were currently working on trying to resolve the problem. I did not give any identifying information during this call. 

On XX/XX/XXXX, I called Grant & Weber , Inc. at XXXX at XXXX XXXX  MST ( See Attachment 14 ). I was unable to get through to the operator. I stayed on the line and attempted to reach the operator again, and was unable to get through. I then attempted XXXX XXXX  extension at XXXX, and he did not answer. I did not leave a voicemail during this particular call. 

On XX/XX/XXXX, I called Grant & Weber , Inc. at XXXX at XXXX XXXX  MST ( See Attachment 15 ). After being placed on hold, I spoke with the operator, who was the operator I spoke to the day before, because I recognized the voice. I asked if I could speak with her about a debt I have in collections. She said sure, shed be able to connect me with a representative. After asking my name, I gave my full name, spelling my last name. She then connected me to XXXX, at extension XXXX. I took notes during and after this call to make sure I was accurate. 

Upon answering, XXXX stated that he was with Grant & Weber and that I was on a recorded line. He asked for my account number. I answered and gave only my social security number. He stated my name, confirming he had my account. At this point, I had not given him my name. I confirmed that yes, that was me, to which he advised me that he was a debt collector, and that any information obtained would be used for that purpose. He again told me the call was recorded. 

I told XXXX that I had called back in XX/XX/XXXX about this debt in collections, and I was told then that it would be forwarded to a supervisor, and that I would receive a call within one to two weeks, and that never happened. I left a voicemail with XXXX XXXX on three occasions now and I have not heard back from him this week, and I was wondering if you could help me with this debt. 

XXXX then asked me, well what is it that youre trying to accomplish? I stated explicitly that I needed to see what the current balance is, and I needed to see what the mailing address is for the debt. 

XXXX responded with the current balance as $ ____, and the mailing address was XXXX XXXX XXXX XXXX XXXX, XXXX  XXXX, XXXX XXXX, Nevada, XXXX. He also gave me the account number that I never had access to : ______. 

I asked if he could possibly email me a letter stating this information? 

After a long pause, XXXX responded, are you going to pay it, or what? 

I responded that I would just like the information in digital format so that I can try and pay it. 

After another long pause, XXXX stated that he would probably have to mail it. 

I then asked if there was any way I can get a digital format of this information though? Especially for accessibility issues? 

XXXX responded after yet another long pause, you cant get mail or what? 

To which I said, no I cant. Can I please get this in digital format? I then asked if the XXXX XXXX address was the one that he had for me on file. XXXX corrected me in saying it was his address. 

I then asked again what was the address he had for me on file. 

XXXX stated ________. 

I responded, okay, and how many times have you sent me anything regarding this collection? 

XXXX then counted and said theyve sent out four letters. I asked him what were the dates that he sent those four letters? 

XXXX quickly responded that he didnt need to give me all that information, to which I said, its my debt, I would appreciate having the information. 

XXXX then said that information is not -- its not needed it doesnt matter. I responded that it does matter, though, and then XXXX stated that you can talk to a supervisor, have a good day, and then hung up on me. 

After this point, I then called the Consumer Financial Protection Bureau on XX/XX/XXXX, at XXXX XXXX MST, at XXXX. I spoke with a very friendly and helpful representative named _____ who walked me through making an online complaint against Grant & Weber , Inc . I gave my full name and phone number which was then logged. 

As of XXXX XXXX  on XX/XX/XXXX, I still have not received a call from XXXX XXXX  or another representative from Grant & Weber , Inc . 

Scope of Complaint Since XXXX, XXXX, I have been attempting to contact Grant & Weber , Inc. in an attempt to understand the history of this debt collection in an attempt to resolve it. Grant & Weber , Inc. disclosed my healthcare information to me on XX/XX/XXXX, including date of procedure and with whom, and stated that they had a _____County, _____ address on file being used to send correspondence to. Not only is this an erroneous error on their part, as I have not lived in _____ County, _____since XXXX, but at every possible point along this debt collection, Grant & Weber had the opportunity to easily confirm with _____, the original creditors, and their medical associates an accurate address, as I did this week with these entities. Not only do I not know the contents of those letters, I was barred from getting copies of any such letter or written verification of the debt upon request, even after citing accessibility issues, which may violate my rights and possible compliance under the Americans With Disabilities Act ( ADA ) of 1990. In fact, after me citing accessibility issues, XXXX at Grant & Weber likely discriminated against me by dismissing my accessibility request for a digital copy of such letters for immediate review during our call. He denied me the right to allow me to participate in, or benefit from their services in that moment and this was compounded by XXXX hanging up on me after I attempted to better understand the letters in question. 

Grant & Weber , Inc. has not notified me of any of my HIPAA rights considering this is a medical debt and that they disclosed my medical information to me beyond basic information needed to collect a debt ; and if they had via these letters, I was not privy to such information when XXXX denied me my right to any letters, because a ____ County address was on file at my first point of contact and I have not received any correspondence to date. It was only when I called over four months following the disclosure of the _____ address and medical information, and finally spoke to someone in depth about my account, did Grant & Weber seem to have attempted to resolve an address issue.

I would like to know why a ____ County address was on file when each medical entity I have spoken to stated that they have no ____ County address in their files, thus showing that Grant & Weber retrieved a wrong address by other means. Even my drivers license has never stated I had a ____ address, prior to XXXX thru to present. I would like to know why I was barred from seeing the four letters in a format that met my accessibility needs under reasonable accommodations, and why I was not given proper notice of my HIPPA rights, given that Grant & Weber disclosed medical information far beyond the basic information required, to me, which may violate my rights to medical privacy under HIPAA.

I would also like to see what was disclosed in those four letters, to which address it was mailed, how Grant & Weber retrieved the _____ address, and why I have never received an update despite my multiple attempts to resolve this debt from Grant & Weber leadership, and in my seeking information regarding a breach in my privacy. It is only in the last week of the past five months that this ____ address is no longer in my file with Grant & Weber, and I would like to know how and when this address was changed to ______. I would also like to know why XXXX XXXX, Manager of Collections, has not returned my calls or voicemails, and what disciplinary action may be taken for barring me from my own debt information, meeting accessibility compliance, and preventing me from resolving my debt by hanging up on me when I requested information that I have rights to. 

I am reporting Grant & Weber XXXX XXXX to the Consumer Financial Protection Bureau because this entity has, at every possible attempt on my part since discovery of this collection, prevented me from better understanding a debt in collections and has completely disregarded the privacy rights that I have as a consumer. This debt could have been resolved months ago when I attempted to first resolve it, yet the debt has increased and has continued to negatively impact my mental health and credit score.