Consumer complaint received 2026-03-05 00:00:00
Product: Debt collection — Medical debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: Synerprise Consulting Services, Inc.
State: TX

Complaint narrative:
I have been going back and forth with XXXX, XXXX XXXX, and now Synerprise Consulting Services collection agency for the last several months with no resolution. I received the first bill from XXXX XXXX in the mail with a statement date of XX/XX/XXXX for an amount due of {$4800.00} for services provided on XX/XX/XXXX ( I had a right XXXX XXXX and post-XXXX XXXX that day ). I went on to have a XXXX XXXX XXXX XXXX XXXX XXXX in XX/XX/XXXX, therefore, I met my deductible and max out of pocket for XXXX. I called XXXX on XX/XX/XXXX ( spoke with XXXX ) when I received this first bill ( almost a year after the date of service ) and she said she was going to send it for review. She called me back the next day and said she was going to reach out to XXXX XXXX because they filed the XXXX incorrectly and that was why it was being denied, since I had already had my one allowed preventative XXXX in XXXX of XXXX. I never heard anything back after this. I received the next statement from XXXX XXXX dated XX/XX/XXXX for the same amount due of {$4800.00}. I called XXXX on XX/XX/XXXX ( the day I received this in the mail ) and spoke with XXXX this time, she told me once again she was sending it for review, I was told I would get a call back from her within 10 days and to not pay the bill. I never received a call back. On XX/XX/XXXX I received a text message and email from Synerprise consulting services debt collector for the balance of {$4800.00}. I called XXXX first, spoke with XXXX XXXX. She told me that it was sent inappropriately to collections and told me she would be sending the EOB to XXXX XXXX XXXX XXXX XXXX She also sent me a copy of the EOB, which showed insurance was covering everything except for line item # XXXX XXXXXXXX XXXX XXXX XXXX XXXX. She said the only amount I should be responsible for paying was the {$250.00} that was not covered by insurance for the post-XXXX XXXX because I had already had my annual mammogram in XX/XX/XXXX. I NEVER received a bill for only {$250.00}. I called the collections agency that same day and they provided me an email to send the EOB to myself. I sent a copy of the EOB to XXXX XXXX with Synerprise. Never heard anything back from her. I sent a follow up email on XX/XX/XXXX with no resolution. I called XXXX XXXX on XX/XX/XXXX and they said they would remove the collection request when they received the EOB from XXXX ( which I was told was sent on XX/XX/XXXX ). I asked if I could send it myself and they said no since XXXX ( XXXX XXXX told me she already sent it. XX/XX/XXXX I called XXXX at XXXX billing. She acknowledged they had received a request from insurance to refile correctly and that it never should have been sent to collections & that it should have been placed on hold instead. She told me she was sending it to " the back office '' for it be removed from collections & to NOT pay it. She told me I would get a call from her Supervisor ( either XXXX or XXXX XXXX in the next 3 weeks that it had been resolved. XX/XX/XXXX I received a call from XXXX with XXXX XXXX billing and he confirmed they would remove the bill from collections and for me to call back in 1 week if Synerprise was still requesting payment. XX/XX/XXXX I was still receiving requests from Synerprise. I called back to XXXX, spoke with XXXX, he told me he was sending another request for it to be removed from collections. He also provided me another email to send the EOB to myself because he stated they still hadn't received anything from XXXX ( what XXXX told me she sent on XX/XX/XXXX ). I emailed the EOB to XXXX. He told me they only send things to collections the 3rd Saturday of every month, so I will just have to wait at least 2-3 weeks for it to be posted ( despite me talking with XXXX XXXX on the XXXX Thursday of the month & him telling me it was being sent that day ). His follow up request to collections to remove the charge would therefore not be sent until XX/XX/XXXX ( the XXXX Sat of XXXX ). XX/XX/XXXX I received an encrypted email from XXXX stating they had received the EOB and will be sending it to " the back office '' for review, but they show on the EOB that insurance has denied an item so it will be my responsibility. I responded that YES insurance denied line item # 2 ONLY, so my responsibility should only be {$250.00}, not {$4800.00}. XX/XX/XXXX I received another email from XXXX stating they've " placed a 60 day hold on my account with collection agency. The billing department has also filed an appeal to my insurance. For the appeal, they have downloaded medical records that support the services. Please allow 30 days for the appeal to be processed. '' XX/XX/XXXX I emailed XXXX XXXX ( Senior Human Resources Analyst ) for the XXXX XXXX XXXXXXXX for help. She responded to me saying that she was forwarding to the service team to review and advise, to reach back out to her if I havent heard anything back by Tuesday, XX/XX/XXXX. XX/XX/XXXX I had not heard anything back, so I emailed XXXX XXXX asking for an update. She told me XXXX needed more time to review and analyze. They are letting me know it is being reviewed and I can give you information once they have completed. They will also have someone contact you once that process is complete. XX/XX/XXXX I received a call from XXXX with XXXX. She stated she was the new person assigned to my case and was waiting for the XXXXXXXX XXXX XXXX to decide if they will cover the cost of the mammogram or not, she told me she would have an answer by Friday XXXX or XX/XX/XXXX. I never received a call back. XX/XX/XXXX I called XXXX, asked for XXXX. She told me she had reached out to the providers office and was awaiting medical records ( which I had been told by XXXX that they had downloaded back on XX/XX/XXXX ). She also told me the item had not been reviewed yet by the XXXX XXXX. I asked about the answer from the XXXX XXXX XXXXXXXX regarding if they would pay for the mammogram or not ( the only thing she would tell me was happening back on XX/XX/XXXX, and she said it had to be reviewed by XXXX before that question could be asked ). She told me there was no allowed amount on the original claim and she was going to call the provider again, as she thought the entire thing had been done incorrectly. She told me not to pay anything and that she would call me with an update Friday, XX/XX/XXXX. She never called. XX/XX/XXXX I called XXXX again, asked to speak with XXXX. XXXX answered and attempted to reach XXXX but told me she was in a meeting and would call me back in 15 minutes. I called at XXXX. I never received a call back.

Company response to consumer: Closed with explanation