Consumer complaint received 2025-07-02 00:00:00
Product: Debt collection — Medical debt
Issue: Written notification about debt — Didn't receive enough information to verify debt
Company: Capio Partners, LLC
State: TX

Complaint narrative:
In XXXX of XXXX I had an XXXX  and XXXX  done and at the time of check in they told me my co-pay was {$180.00}, which I paid at the time of service. I never heard another word from them about that appointment until 6 weeks ago, XXXX of XXXX, when I got a letter in the mail from a debt collection company that partners with XXXX. I immediately called XXXX and spoke with XXXX and was told that the ultrasound had been denied, and that they had tried to contact me via mail, email and phone numbers. I told her that was a bold face lie because I never received any notices from them about that specific appointment, or about any authorization/insurance issues for that appointment. I also told her that I had used XXXX several times since XXXX  and not once when I checked in for any of those appointments was I told of an existing balance, which they are required to do, as it is marked in bold red on the patients chart. XXXX said that she would look into this and turn it over to her supervisor and get back to me within 30 days. Six weeks went by with no return call from XXXX or XXXX. I then got an alert from my bank about my credit score that I had a debt against me from XXXX. I called XXXX again and was finally able to talk with her after the run around and she said she did not call me back because she got busy, and that her supervisor said I would be responsible for the charges. I argued that they never mailed me anything nor contacted me so there was no way I could have known about this, as I would not have done the procedures in the first place had I been told authorization was either pending or denied, but instead they kept quiet about it and did the procedures anyways. She then told me they mailed me at an unknown XXXX XXXX address, which I have never lived at. I have lived at my current address for 11 years and they have not had any issues contacting me before this appointment and for other appointments after the XXXX  and XXXX. I have also had the same phone numbers and email for years. When I told her I wanted to speak to her supervisor she was hesitant and would not transfer me to the supervisor she supposedly spoke to. I was finally given her supervisors name ( XXXX XXXX and XXXX said she would talk with XXXX about the wrong address and get back with me. Every time I check in for appointments, the receptionists ask for my drivers license and insurance card to scan to my chart. I sign the PI paperwork asking if my address, phone number, and email address is up to date, which they were because it has not changed. If they had mailed the notification to the right address ( or contacted me at all, as they've never had issues other than this specific time ) I could have dealt with this then. She called me back 2 days later and said her supervisor said there was nothing they could do. They outright lied about leaving phone messages ( no texts or calls to the number I've had for 20+ years ), sending emails, and mailing anything to my house. For some reason they changed my address to some random XXXX XXXX address Ive never lived at and because of that, caused this to be a permanent mark on my credit score and they refuse to make this right. Its interesting that they knew where to send the debt collector 's official mail, but somehow lost all contact information for ONLY those two procedures. I also dont understand why it took them four years to turn it over to a debt collection company. They also would not provide me with any proof they sent those notices " to my house '' ( aka the wrong address ).

Company response to consumer: Closed with non-monetary relief