Consumer complaint received 2025-12-22 00:00:00
Product: Debt collection — Medical debt
Issue: Took or threatened to take negative or legal action — Threatened or suggested your credit would be damaged
Company: Io, Inc.
State: MD

Complaint narrative:
Complaint Regarding Improper Medical Billing, Failure to Correct Errors, and Unlawful Collection Activity My name is XXXX XXXX, a Maryland resident and Patient First patient at the Silver Spring, Maryland location. I am filing this complaint regarding an unresolved billing error from my XX/XX/year> visit and Patient Firsts repeated refusal to correct the issue despite multiple contacts including my most recent attempt on XX/XX/year>. 

At the time of service, I mistakenly provided my dental insurance card instead of my medical insurance card. After Patient First later charged my credit card, I immediately provided my correct XXXX medical insurance information. Rather than submitting the corrected claim, Patient First sent the remaining balance to collections, XXXX XXXX XXXX which has claimed {$320.00} against me. 

Patient First representatives repeatedly gave me false and misleading information, including claiming they could not submit the corrected claim because more than XXXX months had passed. My insurer confirmed this was untrue and stated they accept claims up to XXXX years after the date of service. 

On XX/XX/XXXX, XXXX XXXX participated in a XXXX call with XXXX and agreed to submit the corrected claim electronically the following week. They did not do so. Despite multiple followups including on XX/XX/year> XXXX XXXX refused to correct the error, provide a valid explanation, or recall the account from collections. I was later told the process would take over 60 days, again without any policy or legal basis. 

As a result, my account has remained in collections even though my insurer is ready and willing to pay once the claim is properly submitted. This has placed my credit at unnecessary risk due solely to Patient Firsts administrative errors and refusal to act.

1 ) Violations of the Fair Debt Collection Practices Act ( FDCPA ) : Patient Firsts actions and the resulting collection activity raise concerns under the FDCPA, including : - 15 U.S.C. 1692e prohibiting false, deceptive, or misleading representations. 
Patient First provided false information about claim submission deadlines and misrepresented the validity of the debt. 

- 15 U.S.C. 1692f prohibiting unfair or unconscionable means to collect a debt.

Sending a bill to collections while insurance is still able and willing to process the claim constitutes an unfair practice.

- 15 U.S.C. 1692g ( b ) requiring collection activity to cease when a debt is disputed until verification is provided.

I disputed the debt, yet the account remained in collections without proper verification. 

These actions have caused financial harm, emotional distress, and unnecessary credit risk. 

2 ) Requested Resolution I respectfully request that the CFPB : 1. Require Patient First to immediately submit the corrected claim to GHEA and process refund in the amount of {$150.00} billed against my credit card account.

2. Require Patient First to recall the account from collections until the insurer processes the claim.

3. Require reimbursement of the credit card charge once the insurer pays.

4. Review Patient Firsts billing and collection practices for compliance with the FDCPA and medical billing standards.

5. Stop any negative credit report or remove if any reported as the billing process is incomplete/ongoing Thank you for your attention to this matter. I appreciate your assistance in ensuring a fair and lawful resolution. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation