Consumer complaint received 2026-04-20 00:00:00
Product: Debt collection — Medical debt
Issue: Written notification about debt — Didn't receive enough information to verify debt
Company: Express Recovery Services, Inc.
State: UT

Complaint narrative:
Subject : Improper Medical Debt Collection Failure to Bill Insurance and Premature Referral to Collections I am filing a complaint regarding a medical debt referred to collections by XXXX XXXX XXXX ( NPI : XXXX ) and handled by Express Recovery Services. The date of service for the charges in question was XX/XX/XXXX. In XX/XX/XXXX, I received a collection notice from Express Recovery Services regarding multiple balances, each under {$500.00} but totaling {$600.00}. Prior to this, I had never received any billing statements or communication from XXXX XXXX XXXX regarding these charges. The services in question were provided to my daughter, who was XXXX XXXX XXXX at the time and is currently away at college. All other providers associated with this same encounter, including the hospital where she was seen, were able to successfully use our correct address and insurance information without issue. This indicates that the failure to properly bill and notify was specific to XXXX XXXX XXXX processes, not due to incorrect or unavailable patient information. After receiving the collection notice, I contacted my insurance provider ( XXXX XXXX XXXX ), who confirmed that they have no record of ever receiving a claim from XXXX XXXX XXXX for this date of service. I then contacted XXXX XXXX XXXX directly. They stated that they submitted claims in XX/XX/XXXX and XX/XX/XXXX but admitted they never received any response from the insurance company and made no attempt to follow up, including failing to attempt to contact the insurance company by phone, despite being an in-network provider and having that information readily available. Despite this, they referred my account to collections on XX/XX/XXXX, only 11 days after they claim to have sent a single billing statement to me dated XX/XX/XXXX. XXXX XXXX XXXX did not inform me that their billing statement had failed to reach me. I later learned from Express Recovery Services that their third-party vendor ( XXXX XXXX XXXX ) attempted to send a notice on XX/XX/XXXX, but it was returned as undeliverable due to an incorrect address which they had received from XXXX XXXX XXXX . No effort was made by XXXX XXXX XXXX to verify or correct my address before escalating the account to collections. Express Recovery Services later located my correct address on XX/XX/XXXX and successfully delivered their notice on XX/XX/XXXX, which was the first communication I actually received regarding this debt. This situation raises several concerns : 1 ) Failure to properly bill insurance and failure to follow up when no response was received 2 ) Referral to collections without confirming insurance processing or patient responsibility 3 ) Use of incorrect address information and failure to verify or correct it after returned mail 4 ) Escalation to collections 11 days after an initial statement, without reasonable opportunity to resolve the balance Express Recovery Services has now agreed to rebill my insurance after I provided them with the correct information, but this should have been handled by the provider prior to any collection activity. Given the number of similar complaints I have observed publicly ( see XXXX reviews ) regarding XXXX XXXX XXXX, this appears to be a systemic issue rather than an isolated incident. I am requesting : 1 ) Confirmation that this account will not be reported to any credit reporting agencies 2 ) Confirmation that collection activity will remain suspended until proper insurance billing and adjudication occurs 3 ) Review of whether this debt was improperly referred to collections in violation of consumer protection standards Thank you.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation