The patient’s spouse, Amy, called in 12/29/16 and spoke to Michelle about [redacted] and that her HSA card had been charged $128.00. Michelle did not see a payment of this amount on the accession and requested she fax the info to her. The patient’s name was spelled incorrectly, which...
may have hindered her finding the correct accession and later on we found that the date of birth was also incorrect. Mrs. [redacted] called back in on 1/5/17 and there are notes that she spoke to Kim on [redacted], the correct accession, and inquired about not hearing back from the previous rep. No info had been received on our end. Mrs. [redacted] found out at this time that this accession had not been filed. It had come back from an eligibility check that the patient had no coverage. This was more than likely due to the name and dob discrepancy. The rep should have verified eligibility at this point and filed the claim but did not. The EOB that the Mrs. [redacted] faxed over was for the [redacted] 4/4/16 date of service. We attempted to explain that this was a different bill. The rep requested the 8/4/16 date of service for [redacted]. Mrs. [redacted] called back on 1/26 /17 and ended up speaking to Tekisha. Tekisha did verify that we had her dob instead of the patient’s and updated this. She was able to verify eligibility and set up the refund to their HSA card. After the refund was corrected in our system she was able to file the claim on 2/1/17. We received an email from the patient on 2/7/17 inquiring as to why refund had not been received. We responded that it was done on 1/26/17 and gave the confirmation# as well as the last 4 of the card that it was issued to. I called and spoke to Mrs. [redacted] today and apologized for her inconvenience and she did say that the refund did finally show on her card on 2/12/17. I apologized for the time it took but did explain the date we did it and that when it shows on the credit card end depends on how long the credit card company takes to show this. I told her to please call me if she has any other issues and, per her request, sent her a new invoice with the corrected balance of $15.51 owed after insurance processed the claim on 2/13/17.
Initial Business Response /* (1000, 6, 2016/10/10) */
Laboratory practice that stool specimens that are received for testing for any organism that is a causative agent of diarrhea, including C. difficile, should only be tested if the stool specimen is not "formed". If the stool specimen is...
"formed", then it is not considered to be an acceptable specimen for any diarrhea work-up. Performing testing on the "formed" stool specimens has been shown to increase the risk of "false positives" (i.e., resulting the tests as "Positive" when the patient is truly negative).
Upon review of the orders received, the specimens received for testing were appropriately reviewed and validated for testing per established laboratory protocols.
Correlation of clinical results and patient symptoms are for clinical providers to assess, for additional testing as necessary, and allow clinicians to request testing on formed stools, if they deem it to be clinically necessary.
Initial Business Response /* (1000, 6, 2015/12/10) */
Contact Name and Title: Christina R[redacted] Team Le
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@solstas.com
Revdex.com Case # ______XXXXXXXX______________________
Date Received _____12/10/2015____________________
Date Response Due...
_____________________
Complaint Filed By ______[redacted]________________
Patient Name ____[redacted]______________________
Patient Accession Number_PXXXXXXXX________________
Case Description (copy and paste from original complaint)
I have been in collection for years for $433 of no mistake of my own efforts to have them correct this has fallen on deaf ears.
I am a [redacted] who has been in collections for years by Solstas due to their collection agents and their negligence, this has resulted in me missing out on a car purchase due to the derogatory information they erroneously posted on my credit, I therefore settled for a car I could afford based on my credit at the time and even notified my insurance but since my need for a car was immediate could not wait to have this resolved first I am therefore also paying way more interest rate than I should because the same derogatory information on my credit. [redacted] has made multiple attempts to inform them of the same and still they continue to post derogatory information on my credit. At these points they are not only are obliged to remove the derogatory information but also compensate me for the pain and suffering and the damages I have incurred due to this erroneous information.
I also personally called their collection company and informed a gentleman in their offices of the same but no one seems to car
Case Research and Documentation including attachments (if any)
Ms. [redacted] had labs ordered by [redacted] on November 14, 2012 that were performed by Solstas. A claim for these laboratory services in the amount of $ 433.00 was billed to Ms. [redacted]'s policy with [redacted] for payment on November 23, 2012. [redacted] denied claim as patient's responsibility and Solstas sent its initial balance due bill in the amount of $433.00 to Ms. [redacted] on January 17, 2013. Multiple notices for payment and phone calls were made to Ms. [redacted] in regards to balance due. April 3, 2013 Ms. [redacted] advised a customer service representative with Solstas that her [redacted] was supposed to pay this bill in 2012, and she would follow up with them in regards to that payment. September 25, 2015 [redacted] reprocessed and made payment in full for Ms. [redacted]'s lab services for November 14, 2012 that were initially denied. Due to the age of this bill, the invoice had been archived off of the system, causing the insurance payment to post on an internal error report. Therefore collections hadn't been notified.
Resolution
After additional research on Mrs. [redacted]'s account Solstas has notified [redacted] to close this account and mail a letter of closure to Ms. [redacted] per payment received from [redacted] for her services rendered.
Date Completed______12/10/2015_______________
Date Response sent to Revdex.com___12/10/2015_____________________
Initial Business Response /* (1000, 6, 2016/09/20) */
Contact Name and Title: Lisa - Billing Mgr
Contact Phone: [redacted]
Contact Email: [redacted]@Questdiagnostics.com
After review, it has been found the patient presented a lab requisition requesting to bill the client. We experienced an...
internal error resulting in the patient receiving the invoice and can confidently reply, this is no longer a concern. Attempted to contact the patient via telephone number listed, but received an incorrect number message ([redacted]). This has been communicated to both our outside collection agency ([redacted])and they will cease any reporting to the credit bureaus. If we can have an updated address, we will send a letter for the patients records.
Thank you -
Initial Consumer Rebuttal /* (3000, 8, 2016/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Was promptly contacted by the business. They admitted that the charge was incorrect. I was told that the collection company would be notified, and I would not receive any more notices.
However, I was also told that I would receive a letter stating that the charge was erroneous and that it would be cancelled. I was also told that it would be removed from my credit report. I have yet to receive a letter, and the collection is still on my credit report.
Final Business Response /* (4000, 10, 2016/10/06) */
After reviewing this it was confirmed that a letter was mailed out to the patient by the agency. However, phone# of ([redacted]) when dialed receive automated message that number is invalid. Therefore I reached out to patient via -email address and was successful and explained address/phone# was unable to reach confirmed address and phone# with patient. Advised I would reach out to Agency for the letter and will resend it via secured confidential email which patient would need to retrieve with security password. We received confirmation that patient has received the secured letter on today 10/6.
We have researched the issue that Mr. [redacted] provided. The following are the details of the invoice [redacted].Lab services were rendered on 10/10/17 and the claim was filed to [redacted] on 10/19/17. [redacted] sent their response and it was received 11/03/17. They denied 2 of the...
tests that totaled $108.00 and Mr. [redacted] was billed per an ABN was signed. We sent 4 invoices and on 2/6/18 we received a letter from Mr. [redacted]. It was noted in the system that he had filed an appeal with [redacted] on 2/1/18 and he provided a current address. We then received a letter from [redacted] requesting the lab report and records on 2/13/18 and this was sent out to them. This went to collections on 3/26/18 as our system is only set up to send out 5 invoices prior to collections and we can only hold bills for 30 days at a time. Mr. [redacted]'s letter was received on 2/6, [redacted]'s request for additional information came on 2/13 and we received payment from [redacted] from the appeal on 3/30. The collection agency was notified on the next business day 4/2 and the current balance is $49.00 and is currently being closed with the agency. This was not reported to the credit bureau and will not be as long as the $49.00 balance is paid in full. I am reaching out to Mr. [redacted] first thing in the morning to explain that we received the payment from [redacted] on 3/30 and will not require any proof of payment.
Initial Business Response /* (1000, 6, 2015/09/22) */
Case Research and Documentation including attachments (if any)
February 5, 2014 Mrs. [redacted] had labs ordered by [redacted] that were tested by Solstas Lab Partners. A claim for these lab services were submitted to Mrs. [redacted]'s...
[redacted] insurance company [redacted] in the amount of $ 353.50. [redacted] paid $ 41.06 towards this claim on 02/20/2014 and left Mrs. [redacted] responsible for $26.91 as her cost share. Solstas billed Mrs. [redacted] the amount due of $ 26.91 from February 2014 through June 2014. Mrs. [redacted] was also contacted via our automated calling system on weekly basis from May 8, 2014 through June 9, 2014 in regards to the balance due. Mrs. [redacted]'s balance due of $26.91 was sent to [redacted] on 06/16/2014 and is currently with [redacted] collection Agency. Attached is a copy of the Laboratory order received from Mrs. [redacted]'s physician, the Explanation of Benefits from [redacted] for the services rendered and a copy of the patient's invoice history prior to collections.
Resolution
After additional research on Mrs. [redacted]'s account it is determined that the balance due of $26.91 is correct per the Explanation of Benefits received from her insurance company. Laboratory work for Mrs. [redacted] was coded as her annual physical by the ordering physician. Mrs. [redacted] will need to contact her Aetna directly in regards to the cost share they've left her responsible for on this particular claim. A copy of all supporting documentation will be attached and sent back with the complaint for review
Date Completed_______09/22/2015______________
Date Response sent to Revdex.com______09/22/2015__________________
Initial Consumer Rebuttal /* (3000, 9, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To Whom It May Concern,
I have (1) spoke with [redacted] insurance company on 9/23/2015 and reviewed the claim details online; (2) reviewed supporting documentation provided/uploaded (on 9/22/2015) by Solstas Lab Partners [redacted]; and (3) verified phone call history records from my [redacted] online account for the period May 8, 2014 through June 9, 2014. It clearly shows that Aetna WAS RESPONSIBLE for the balance due of $26.91 on this particular claim, and also the error from Solstas Lab Partners [redacted], who contacted me via the WRONG address and/or phone number which were different from my current address/phone on file and/or on the Explanation of Benefits. These errors from Solstas Lab Partners [redacted] and/or [redacted] had never got to my attention in any way.
In summary - On 9/23/2015: [redacted] confirmed that the balance due of $26.91 for the service of VITAMIN D, 25 HYDROXY test on 02/55/2014 should have been covered 100% by my healthcare plan and was [redacted] responsibility. It had been done correctly for the past services since 2012 and the most recent service in April, 2015; except for this particular claim. Also, in regarding to debt collection initiated by Solstas Lab Partners, [redacted] representative mentioned to me that Solstas Lab Partners [redacted] should have reworked with [redacted] to resolve the balance, but should NOT send to the debt collection Agency. On 9/25/2015, I verified from claims online that [redacted] has successfully reprocessed the claim and paid the total balance to Solstas Lab Partners.
Solstas Lab Partners [redacted] should have access to all claims details and related information that I mentioned above from my recent research. If additional information needed from me, I'm more than happy to provide to support my innocence.
The bottom-line, I'm totally a victim in this particular case. Those errors caused by Solstas Lab Partners [redacted] and/or [redacted] had never get to my attention and I had never been aware of it. However, Solstas Lab Partners has falsely put me on debt collection and reported to a credit reporting agency without disclosing the dispute to me has caused a huge damage to my credit scores and put my life at risk. I'm only satisfied if Solstas Lab Partners should (1) resolve this issue, (2) correct with debt collection agency (3) as well as credit reporting agency, (4) and confirm in writing. Please advise.
Final Consumer Response /* (3000, 20, 2015/12/09) */
From: [redacted] & [redacted]
Sent: Tuesday, December 08, XXXX X:XX AM
To: [redacted]
Cc: [redacted]@uspto.gov; [redacted]@usps.gov
Subject: Re: Case # XXXXXXXX: Solstas Lab Partners [redacted], LLC
Dear Mr. [redacted]
I am writing to you to request your assistance to revisit the matter. For about two (2) month, I have been continually work on the case on my own by contacting other parties with hope to close out the matter. The result is unsuccessful. Please find below the current information I have regarding the case:
a) The payment from my insurance company is completed almost two (2) months ago.
b) I have NOT received the collection cancellation letter as promised within 30 days (by Solstas Lab Partners).
c) The account has NOT been removed from collection reporting.
d) The [redacted] record show the balance has NOT been paid or updated (i.e. attachment #1).
I called [redacted] a few times to verify the status, and the last time I called on 2nd December, 2015 (i.e. attachment #2), [redacted] confirmed the balance of $26.91 is NOT paid or updated. [redacted] also confirmed they didn't report to any credit reporting agency for such a small amount unpaid balance; but the Solstas Lab Partners did through collection agency [redacted] [redacted]
e) My credit report still shows collection that has NOT been paid or updated.
Please assist as soon as possible. Your time and consideration is greatly appreciated.
Best Regards,
[redacted]
Enclosed: Attachment #1 - [redacted]
Attachment #2 - [redacted]
Final Business Response /* (4000, 22, 2015/12/15) */
Revdex.com Case # __________XXXXXXXX__________________
Date Received _________12/10/2015________________
Date Response Due _____________________
Complaint Filed By _______[redacted]_______________
Patient Name ___[redacted]_______________________
Patient Accession Number___NXXXXXXXXX______________
Case Description (copy and paste from original complaint)
Solstas has falsely billed me the amount of $27, put me on debt collection, reported to a credit reporting agency without disclosing the dispute to me
Solstas Lab Partners has wrongly billed me the amount of $27 for a routine blood test service (service date: 14th June 2014) that was submitted by my doctor office and covered 100% by my employer healthcare provided by [redacted] (FEDERAL EMPLOYEES HEALTH BENEFITS PROGRAM (FEHBP)). Recently, I have also learned that Solstas Lab Partners has falsely put me on debt collection through collection agency [redacted] [redacted] (XXX-XXX-XXXX) and reported to a credit reporting agency (in August 2014) without disclosing the dispute to me as shown from my recent credit history report (enclosed).
As a result of my annual physical checkup on the 14th June 2014, my physician submitted a blood sample to Solstas Lab Partners for analysis. All preventative care charges including laboratory services were covered 100% (with no reasonable and customary stipulations) by my employer healthcare provided by Aetna. Since then, I didn't receive any bill or letter from Solstas Lab Partners that notified or explained clearly to me that I would be obligated to pay the amount of $27 for this service until recently (after 1 year from service date which was 14th June 2014) when I learned my credit score dropped tremendously.
This careless error from Solstas Lab Partners has caused a huge damage to my credit scores that I used to always have above 790 and now it has dropped to below 650 recently.
I strongly demand Solstas Lab Partners immediately (1) resolve this issue, (2) correct with debt collection agency (3) as well as credit reporting agency, (4) and confirm in writing.
If this careless action from Solstas Lab Partners should not be resolved immediately, I may have to further look for assistance from a lawyer for any possible damages as well as from major news media for the investigation to make others be aware of this and to help prevent something like this to happen again.
Case Research and Documentation including attachments (if any)
February 5, 2014 Mrs. [redacted] had labs ordered by [redacted] MD that were tested by Solstas Lab Partners. A claim for these lab services were submitted to Mrs. [redacted]'s [redacted] insurance company [redacted] in the amount of $ 353.50. [redacted] paid $ 41.06 towards this claim on 02/20/2014 and left Mrs. [redacted] responsible for $26.91 as her cost share. Solstas billed Mrs. [redacted] the amount due of $ 26.91 at a mailing address of XXXXX [redacted] Centerville, VA XXXXX as provided by her referring physician office from February 2014 through June 2014. Mrs. [redacted] also had lab work performed by Solstas on April 30, 2015 in which the same mailing address was provided for her by her physician office. Solstas has not received any of the invoices back as were undeliverable by the postal service. Mrs. [redacted] was also contacted via our automated calling system on weekly basis from May 8, 2014 through June 9, 2014 in regards to the balance due. Mrs. [redacted]'s balance due of $26.91 was sent to [redacted] on 06/16/2014 and is currently with [redacted] collection Agency. [redacted] website does indicate this claim reprocessed on Sept 24, 2015 and payment will be coming to Solstas from them in the amount due of $ 26.91. Attached is a copy of the Laboratory order received from Mrs. [redacted]'s physician with the mailing address provided for her bills, the Explanation of Benefits from [redacted] for the services rendered and a copy of the patient's invoice history prior to collections. After additional research on Mrs. [redacted]'s account it is determined that the balance due of $26.91 we do see that [redacted] payment in the amount of $26.91 is in route. Solstas notified collections to close this account and have a letter of closure mailed to Mrs. [redacted] by the collection agency on 09/29/2015.
Resolution
A Solstas representative called and spoke with [redacted] at [redacted] on December 12, 215 and was advised that this account would be closed and removed from Mrs. [redacted]'s credit report. [redacted] at [redacted] also states she will mail Mrs. [redacted] a letter of closure.
Date Completed________12/15/2015_____________
Date Response sent to Revdex.com____12/15/XXXXX____________________
Mr. [redacted] had 2 accessions ([redacted] & [redacted])for date of service 01/18/2017. Insurance card was provided and sent with the requisitions but they were stamped with Payment Received incorrectly. Mr. [redacted] called with the corrected insurance information on 5/18/17 and the...
representative stated if the insurance paid the claim that he would be refunded. However, we dropped the ball here and it did not go out to the insurance because the amount was not corrected so that the system would send a claim. Mr. and Mrs. [redacted] called in 5/24/17 and 5/26/17 to check status and verify the claim was in fact refiled. The representative gave incorrect information both times. A [redacted] called 6/26/17 requesting the refund for the patient. It was at this time that we realized the claim actually did not go out and was sent to insurance on 6/27/17. On 7/26/17 Mrs. [redacted] called again to inquire on the refund, which had not been issued yet. The EOB was reviewed and the patient owed $56.49 and was due a refund of $300.43. The representative explained this would be sent once the remaining adjustments were made. Mrs. [redacted] then called back 8/1 to check status and a request for a refund check was sent for $300.43. She spoke to management and understandably was very upset that this had not already been completed and received. There was no check# at that time to provide he. When she still had not received the check on 8/7 she called back and requested management. Management reviewed the issue and contacted her back on 8/8 to let her know that since the check had not been sent yet we had refunded her credit card on 8/8 for the full amount of her transaction $356.92. As of 8/14 management had spoken to Mrs. [redacted] several times and credit for credit card had not been received. We verified with our vendor that the funds had been released back to the credit card company on 8/8. It was determined that it was a possibility the funds were in limbo because she had a current dispute with her credit card company over this charge. Management decided to overnight her a check through FedEx and this was sent and Mrs. [redacted] received it on 8/15. She told us that she would let us know once the $356.92 posted to her credit card so that it could be returned. There are many issues with this situation that management has been reviewing to find out what happened and addressing with the employees that gave incorrect information. This is not an experience we want our patients to have with our company and have apologized profusely to Mrs. [redacted] for all of her inconvenience in this matter. This is being used as a training opportunity for our representatives so that no other patients have the same issues and problems.
Initial Business Response /* (1000, 5, 2015/10/13) */
Revdex.com Case # _______XXXXXXXX_____________________
Date Received ____10/13/2015_____________________
Date Response Due _____________________
Complaint Filed By _____Mr. [redacted]_________________
Patient Name __[redacted]...
[redacted]________________________
Patient Accession Number_____NXXXXXXXXX____________
Case Description (copy and paste from original complaint)
I paid my balance weeks ago; I get notice that if I don't pay that it will get turned over to collections. Not satisfied with resolution when I call.
I had a blood test performed with my local doctor's office. A bill was sent by Solstas concerning what I owed. I tried to pay this bill online, but wasn't allowed to. I tried to pay this bill over the phone, via automated system, which I wasn't allowed to. I called on September 16, at 9:52am eastern time, and was able to pay the $3.95 bill over the phone. I received a confirmation number of XXXXXXXXX. Account number is [redacted].
Nearly three weeks later, I receive a nasty letter from Solstas saying that the payment hadn't been received and that it was about to be turned over to a collections agency. I also had received my bank statements that day, to which I didn't see any charges go through on any of my cards.
I call this morning (10/7) at 9:25 am eastern time. I'm told that there was an error in how the payment was processed and that it was being taken care of. I state that I wanted some form of receipt showing that I had paid this bill. My rationale for this being that their payment systems stink and their own employees don't seem to know what's going on.
The employee on the phone proceeds to talk over me and talk louder, saying that they don't do receipts. I want to speak to her supervisor, to which she tells me that her supervisor is the one doing the trace, etc, which makes no sense to me, and she's attempting to talk over my head. I also stop her and tell her that I don't appreciate her talking at a louder voice, as I haven't raised my voice to her at this time. I'm put back on hold...
Come back a few minutes later, and the same person tells me that something will be sent out in 24 hours. I state further requests that I want this to me in three days and notarized. I do not want to take any chances of a slip-up at this point. The lady on the phone states that she cannot control the postal service's actions. I'm sitting there thinking that they could, via overnight or something like that. They also have no one to notarize the bill. The employee snottily adds, "I hope you have a blessed day." I never got to speak to the supervisor.
I feel like I've been jerked around and my requests aren't being seriously handled. Yet Solstas feels it okay to threaten me with a collections agency and possible dinging of my credit for their own faulty systems and the way that they train their employees to handle payments and the like. All over $3.95. You're going to come after me over $3.95 that I've already paid?!
I refuse to settle for the company's "terms" on this receipt. I do not accept that you can treat me like garbage and then continue to treat me like garbage after you've discovered that the error was your own fault.
Case Research and Documentation including attachments (if any)
[redacted] [redacted] had labs performed June 30, 2015 by Solstas Lab Partners. Solstas billed Mr. [redacted]'s policy with [redacted] for the lab services on July 17, 2015. [redacted] left him a balance of $3.95 for these services rendered which a statement for payment was issued to Mr. [redacted] on August 6, 2015. Mr. [redacted] called and spoke with a customer service representative on September 16, 2015 and made a payment for the amount due of $3.95 with a Master Card. Payments are posted the next business day. On 9/16/2015 the representative requested that the payment be cancelled because she did not enter Mr. [redacted]'s invoice number on the transaction. The representative failed to reenter the transaction. September 17, 2015 an additional statement for payment of the $3.95 was released to Mr. [redacted]. Solstas mailed Mr. [redacted] a pre collections letter on September 28, 2015 for the amount due of $3.95. Mr. [redacted] contacted Solstas's Patient Billing Department on October 7, 2015 and spoke with a representative in regards to the invoice for the balance due of $3.95. The Customer Service Representative (CSR) researched Mr. [redacted]'s invoice and realized his payment which was made September 16, 2015 by MasterCard had not been applied to his invoice. A billing Supervisor was contacted at that time by the CSR and the balance was adjusted off at that time due to our internal error.. A receipt was mailed to Mr. [redacted] by the billing Supervisor on October 7, 2015 after adjustment was applied and invoice reflected a zero balance. There were no terms on the receipt that Solstas mailed to Mr. [redacted] dated 10/07/2015. The receipt he is referring to is from the on line payment he made on 09/16/2015.
Resolution
October 7, 2015 a billing Supervisor researched and made sure Mr. [redacted]'s invoice was not sent to collections, or reflected negatively on his credit report. Mr. [redacted] was mailed a zero balance letter for his records by the billing Supervisor on October 7, 2015.
Date Completed_______10/13/2015______________
Date Response sent to Revdex.com____10/13/2015____________________
Initial Consumer Rebuttal /* (3000, 8, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still request a signed and notarized statement, saying the account is settled. Simply replying that checks were made after bullying me where payment had been made three weeks prior and dealing with a belligerent telephone agent is insufficient.
In reviewing Mrs. [redacted]'s bill ([redacted]), I don't see that Solstas has filed the claim incorrectly. We filed the claim to [redacted] on 10/11/2017 with the coding that the doctor's office provided. We received the following denial "PER [redacted],NON-COVERED SERVICES.DEEMED NOT...
MEDICALLY" for the "HEMOGLOBIN A1C". We then filed to the patient's secondary insurance [redacted] and they denied because [redacted] denied. We were then provided with updated diagnosis codes from the doctor’s office on 11/15/17 and this was updated and refiled to [redacted]. We ended up receiving a “Frequency” denial from [redacted] and [redacted] denied again per [redacted] denial. Mrs. [redacted] signed an Advance Beneficiary Notice prior to the testing that explained this test could be “denied as too frequent”. I called Mrs. [redacted] to explain all of the above and she said that Monday 2/5/18 she received a letter of medical necessity from the doctor. The letter explains why she needed to have this test done outside of the frequency guidlelines. She said that she is sending this to [redacted] with a letter of appeal tomorrow and has everything she needs. She said that if they still won’t pay that she will call back to set up payment arrangements for the $49.00. I told her that she is not set to be billed again until 3/13/2018 and if she called prior to that date to set up arrangements, that would be fine. Patient was happy with the explanation and outcome for this bill.
The patient’s spouse, Amy, called in 12/29/16 and spoke to Michelle about [redacted] and that her HSA card had been charged $128.00. Michelle did not see a payment of this amount on the accession and requested she fax the info to her. The patient’s name was spelled incorrectly, which...
may have hindered her finding the correct accession and later on we found that the date of birth was also incorrect. Mrs. [redacted] called back in on 1/5/17 and there are notes that she spoke to Kim on [redacted], the correct accession, and inquired about not hearing back from the previous rep. No info had been received on our end. Mrs. [redacted] found out at this time that this accession had not been filed. It had come back from an eligibility check that the patient had no coverage. This was more than likely due to the name and dob discrepancy. The rep should have verified eligibility at this point and filed the claim but did not. The EOB that the Mrs. [redacted] faxed over was for the [redacted] 4/4/16 date of service. We attempted to explain that this was a different bill. The rep requested the 8/4/16 date of service for [redacted]. Mrs. [redacted] called back on 1/26 /17 and ended up speaking to Tekisha. Tekisha did verify that we had her dob instead of the patient’s and updated this. She was able to verify eligibility and set up the refund to their HSA card. After the refund was corrected in our system she was able to file the claim on 2/1/17. We received an email from the patient on 2/7/17 inquiring as to why refund had not been received. We responded that it was done on 1/26/17 and gave the confirmation# as well as the last 4 of the card that it was issued to. I called and spoke to Mrs. [redacted] today and apologized for her inconvenience and she did say that the refund did finally show on her card on 2/12/17. I apologized for the time it took but did explain the date we did it and that when it shows on the credit card end depends on how long the credit card company takes to show this. I told her to please call me if she has any other issues and, per her request, sent her a new invoice with the corrected balance of $15.51 owed after insurance processed the claim on 2/13/17.
Initial Business Response /* (1000, 6, 2016/10/10) */
Laboratory practice that stool specimens that are received for testing for any organism that is a causative agent of diarrhea, including C. difficile, should only be tested if the stool specimen is not "formed". If the stool specimen is...
"formed", then it is not considered to be an acceptable specimen for any diarrhea work-up. Performing testing on the "formed" stool specimens has been shown to increase the risk of "false positives" (i.e., resulting the tests as "Positive" when the patient is truly negative).
Upon review of the orders received, the specimens received for testing were appropriately reviewed and validated for testing per established laboratory protocols.
Correlation of clinical results and patient symptoms are for clinical providers to assess, for additional testing as necessary, and allow clinicians to request testing on formed stools, if they deem it to be clinically necessary.
Initial Business Response /* (1000, 6, 2015/12/10) */
Contact Name and Title: Christina R[redacted] Team Le
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@solstas.com
Revdex.com Case # ______XXXXXXXX______________________
Date Received _____12/10/2015____________________
Date Response Due...
_____________________
Complaint Filed By ______[redacted]________________
Patient Name ____[redacted]______________________
Patient Accession Number_PXXXXXXXX________________
Case Description (copy and paste from original complaint)
I have been in collection for years for $433 of no mistake of my own efforts to have them correct this has fallen on deaf ears.
I am a [redacted] who has been in collections for years by Solstas due to their collection agents and their negligence, this has resulted in me missing out on a car purchase due to the derogatory information they erroneously posted on my credit, I therefore settled for a car I could afford based on my credit at the time and even notified my insurance but since my need for a car was immediate could not wait to have this resolved first I am therefore also paying way more interest rate than I should because the same derogatory information on my credit. [redacted] has made multiple attempts to inform them of the same and still they continue to post derogatory information on my credit. At these points they are not only are obliged to remove the derogatory information but also compensate me for the pain and suffering and the damages I have incurred due to this erroneous information.
I also personally called their collection company and informed a gentleman in their offices of the same but no one seems to car
Case Research and Documentation including attachments (if any)
Ms. [redacted] had labs ordered by [redacted] on November 14, 2012 that were performed by Solstas. A claim for these laboratory services in the amount of $ 433.00 was billed to Ms. [redacted]'s policy with [redacted] for payment on November 23, 2012. [redacted] denied claim as patient's responsibility and Solstas sent its initial balance due bill in the amount of $433.00 to Ms. [redacted] on January 17, 2013. Multiple notices for payment and phone calls were made to Ms. [redacted] in regards to balance due. April 3, 2013 Ms. [redacted] advised a customer service representative with Solstas that her [redacted] was supposed to pay this bill in 2012, and she would follow up with them in regards to that payment. September 25, 2015 [redacted] reprocessed and made payment in full for Ms. [redacted]'s lab services for November 14, 2012 that were initially denied. Due to the age of this bill, the invoice had been archived off of the system, causing the insurance payment to post on an internal error report. Therefore collections hadn't been notified.
Resolution
After additional research on Mrs. [redacted]'s account Solstas has notified [redacted] to close this account and mail a letter of closure to Ms. [redacted] per payment received from [redacted] for her services rendered.
Date Completed______12/10/2015_______________
Date Response sent to Revdex.com___12/10/2015_____________________
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I accept it.
Initial Business Response /* (1000, 6, 2016/09/20) */
Contact Name and Title: Lisa - Billing Mgr
Contact Phone: [redacted]
Contact Email: [redacted]@Questdiagnostics.com
After review, it has been found the patient presented a lab requisition requesting to bill the client. We experienced an...
internal error resulting in the patient receiving the invoice and can confidently reply, this is no longer a concern. Attempted to contact the patient via telephone number listed, but received an incorrect number message ([redacted]). This has been communicated to both our outside collection agency ([redacted])and they will cease any reporting to the credit bureaus. If we can have an updated address, we will send a letter for the patients records.
Thank you -
Initial Consumer Rebuttal /* (3000, 8, 2016/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Was promptly contacted by the business. They admitted that the charge was incorrect. I was told that the collection company would be notified, and I would not receive any more notices.
However, I was also told that I would receive a letter stating that the charge was erroneous and that it would be cancelled. I was also told that it would be removed from my credit report. I have yet to receive a letter, and the collection is still on my credit report.
Final Business Response /* (4000, 10, 2016/10/06) */
After reviewing this it was confirmed that a letter was mailed out to the patient by the agency. However, phone# of ([redacted]) when dialed receive automated message that number is invalid. Therefore I reached out to patient via -email address and was successful and explained address/phone# was unable to reach confirmed address and phone# with patient. Advised I would reach out to Agency for the letter and will resend it via secured confidential email which patient would need to retrieve with security password. We received confirmation that patient has received the secured letter on today 10/6.
We have researched the issue that Mr. [redacted] provided. The following are the details of the invoice [redacted].Lab services were rendered on 10/10/17 and the claim was filed to [redacted] on 10/19/17. [redacted] sent their response and it was received 11/03/17. They denied 2 of the...
tests that totaled $108.00 and Mr. [redacted] was billed per an ABN was signed. We sent 4 invoices and on 2/6/18 we received a letter from Mr. [redacted]. It was noted in the system that he had filed an appeal with [redacted] on 2/1/18 and he provided a current address. We then received a letter from [redacted] requesting the lab report and records on 2/13/18 and this was sent out to them. This went to collections on 3/26/18 as our system is only set up to send out 5 invoices prior to collections and we can only hold bills for 30 days at a time. Mr. [redacted]'s letter was received on 2/6, [redacted]'s request for additional information came on 2/13 and we received payment from [redacted] from the appeal on 3/30. The collection agency was notified on the next business day 4/2 and the current balance is $49.00 and is currently being closed with the agency. This was not reported to the credit bureau and will not be as long as the $49.00 balance is paid in full. I am reaching out to Mr. [redacted] first thing in the morning to explain that we received the payment from [redacted] on 3/30 and will not require any proof of payment.
Initial Business Response /* (1000, 6, 2015/09/22) */
Case Research and Documentation including attachments (if any)
February 5, 2014 Mrs. [redacted] had labs ordered by [redacted] that were tested by Solstas Lab Partners. A claim for these lab services were submitted to Mrs. [redacted]'s...
[redacted] insurance company [redacted] in the amount of $ 353.50. [redacted] paid $ 41.06 towards this claim on 02/20/2014 and left Mrs. [redacted] responsible for $26.91 as her cost share. Solstas billed Mrs. [redacted] the amount due of $ 26.91 from February 2014 through June 2014. Mrs. [redacted] was also contacted via our automated calling system on weekly basis from May 8, 2014 through June 9, 2014 in regards to the balance due. Mrs. [redacted]'s balance due of $26.91 was sent to [redacted] on 06/16/2014 and is currently with [redacted] collection Agency. Attached is a copy of the Laboratory order received from Mrs. [redacted]'s physician, the Explanation of Benefits from [redacted] for the services rendered and a copy of the patient's invoice history prior to collections.
Resolution
After additional research on Mrs. [redacted]'s account it is determined that the balance due of $26.91 is correct per the Explanation of Benefits received from her insurance company. Laboratory work for Mrs. [redacted] was coded as her annual physical by the ordering physician. Mrs. [redacted] will need to contact her Aetna directly in regards to the cost share they've left her responsible for on this particular claim. A copy of all supporting documentation will be attached and sent back with the complaint for review
Date Completed_______09/22/2015______________
Date Response sent to Revdex.com______09/22/2015__________________
Initial Consumer Rebuttal /* (3000, 9, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To Whom It May Concern,
I have (1) spoke with [redacted] insurance company on 9/23/2015 and reviewed the claim details online; (2) reviewed supporting documentation provided/uploaded (on 9/22/2015) by Solstas Lab Partners [redacted]; and (3) verified phone call history records from my [redacted] online account for the period May 8, 2014 through June 9, 2014. It clearly shows that Aetna WAS RESPONSIBLE for the balance due of $26.91 on this particular claim, and also the error from Solstas Lab Partners [redacted], who contacted me via the WRONG address and/or phone number which were different from my current address/phone on file and/or on the Explanation of Benefits. These errors from Solstas Lab Partners [redacted] and/or [redacted] had never got to my attention in any way.
In summary - On 9/23/2015: [redacted] confirmed that the balance due of $26.91 for the service of VITAMIN D, 25 HYDROXY test on 02/55/2014 should have been covered 100% by my healthcare plan and was [redacted] responsibility. It had been done correctly for the past services since 2012 and the most recent service in April, 2015; except for this particular claim. Also, in regarding to debt collection initiated by Solstas Lab Partners, [redacted] representative mentioned to me that Solstas Lab Partners [redacted] should have reworked with [redacted] to resolve the balance, but should NOT send to the debt collection Agency. On 9/25/2015, I verified from claims online that [redacted] has successfully reprocessed the claim and paid the total balance to Solstas Lab Partners.
Solstas Lab Partners [redacted] should have access to all claims details and related information that I mentioned above from my recent research. If additional information needed from me, I'm more than happy to provide to support my innocence.
The bottom-line, I'm totally a victim in this particular case. Those errors caused by Solstas Lab Partners [redacted] and/or [redacted] had never get to my attention and I had never been aware of it. However, Solstas Lab Partners has falsely put me on debt collection and reported to a credit reporting agency without disclosing the dispute to me has caused a huge damage to my credit scores and put my life at risk. I'm only satisfied if Solstas Lab Partners should (1) resolve this issue, (2) correct with debt collection agency (3) as well as credit reporting agency, (4) and confirm in writing. Please advise.
Final Consumer Response /* (3000, 20, 2015/12/09) */
From: [redacted] & [redacted]
Sent: Tuesday, December 08, XXXX X:XX AM
To: [redacted]
Cc: [redacted]@uspto.gov; [redacted]@usps.gov
Subject: Re: Case # XXXXXXXX: Solstas Lab Partners [redacted], LLC
Dear Mr. [redacted]
I am writing to you to request your assistance to revisit the matter. For about two (2) month, I have been continually work on the case on my own by contacting other parties with hope to close out the matter. The result is unsuccessful. Please find below the current information I have regarding the case:
a) The payment from my insurance company is completed almost two (2) months ago.
b) I have NOT received the collection cancellation letter as promised within 30 days (by Solstas Lab Partners).
c) The account has NOT been removed from collection reporting.
d) The [redacted] record show the balance has NOT been paid or updated (i.e. attachment #1).
I called [redacted] a few times to verify the status, and the last time I called on 2nd December, 2015 (i.e. attachment #2), [redacted] confirmed the balance of $26.91 is NOT paid or updated. [redacted] also confirmed they didn't report to any credit reporting agency for such a small amount unpaid balance; but the Solstas Lab Partners did through collection agency [redacted] [redacted]
e) My credit report still shows collection that has NOT been paid or updated.
Please assist as soon as possible. Your time and consideration is greatly appreciated.
Best Regards,
[redacted]
Enclosed: Attachment #1 - [redacted]
Attachment #2 - [redacted]
Final Business Response /* (4000, 22, 2015/12/15) */
Revdex.com Case # __________XXXXXXXX__________________
Date Received _________12/10/2015________________
Date Response Due _____________________
Complaint Filed By _______[redacted]_______________
Patient Name ___[redacted]_______________________
Patient Accession Number___NXXXXXXXXX______________
Case Description (copy and paste from original complaint)
Solstas has falsely billed me the amount of $27, put me on debt collection, reported to a credit reporting agency without disclosing the dispute to me
Solstas Lab Partners has wrongly billed me the amount of $27 for a routine blood test service (service date: 14th June 2014) that was submitted by my doctor office and covered 100% by my employer healthcare provided by [redacted] (FEDERAL EMPLOYEES HEALTH BENEFITS PROGRAM (FEHBP)). Recently, I have also learned that Solstas Lab Partners has falsely put me on debt collection through collection agency [redacted] [redacted] (XXX-XXX-XXXX) and reported to a credit reporting agency (in August 2014) without disclosing the dispute to me as shown from my recent credit history report (enclosed).
As a result of my annual physical checkup on the 14th June 2014, my physician submitted a blood sample to Solstas Lab Partners for analysis. All preventative care charges including laboratory services were covered 100% (with no reasonable and customary stipulations) by my employer healthcare provided by Aetna. Since then, I didn't receive any bill or letter from Solstas Lab Partners that notified or explained clearly to me that I would be obligated to pay the amount of $27 for this service until recently (after 1 year from service date which was 14th June 2014) when I learned my credit score dropped tremendously.
This careless error from Solstas Lab Partners has caused a huge damage to my credit scores that I used to always have above 790 and now it has dropped to below 650 recently.
I strongly demand Solstas Lab Partners immediately (1) resolve this issue, (2) correct with debt collection agency (3) as well as credit reporting agency, (4) and confirm in writing.
If this careless action from Solstas Lab Partners should not be resolved immediately, I may have to further look for assistance from a lawyer for any possible damages as well as from major news media for the investigation to make others be aware of this and to help prevent something like this to happen again.
Case Research and Documentation including attachments (if any)
February 5, 2014 Mrs. [redacted] had labs ordered by [redacted] MD that were tested by Solstas Lab Partners. A claim for these lab services were submitted to Mrs. [redacted]'s [redacted] insurance company [redacted] in the amount of $ 353.50. [redacted] paid $ 41.06 towards this claim on 02/20/2014 and left Mrs. [redacted] responsible for $26.91 as her cost share. Solstas billed Mrs. [redacted] the amount due of $ 26.91 at a mailing address of XXXXX [redacted] Centerville, VA XXXXX as provided by her referring physician office from February 2014 through June 2014. Mrs. [redacted] also had lab work performed by Solstas on April 30, 2015 in which the same mailing address was provided for her by her physician office. Solstas has not received any of the invoices back as were undeliverable by the postal service. Mrs. [redacted] was also contacted via our automated calling system on weekly basis from May 8, 2014 through June 9, 2014 in regards to the balance due. Mrs. [redacted]'s balance due of $26.91 was sent to [redacted] on 06/16/2014 and is currently with [redacted] collection Agency. [redacted] website does indicate this claim reprocessed on Sept 24, 2015 and payment will be coming to Solstas from them in the amount due of $ 26.91. Attached is a copy of the Laboratory order received from Mrs. [redacted]'s physician with the mailing address provided for her bills, the Explanation of Benefits from [redacted] for the services rendered and a copy of the patient's invoice history prior to collections. After additional research on Mrs. [redacted]'s account it is determined that the balance due of $26.91 we do see that [redacted] payment in the amount of $26.91 is in route. Solstas notified collections to close this account and have a letter of closure mailed to Mrs. [redacted] by the collection agency on 09/29/2015.
Resolution
A Solstas representative called and spoke with [redacted] at [redacted] on December 12, 215 and was advised that this account would be closed and removed from Mrs. [redacted]'s credit report. [redacted] at [redacted] also states she will mail Mrs. [redacted] a letter of closure.
Date Completed________12/15/2015_____________
Date Response sent to Revdex.com____12/15/XXXXX____________________
Mr. [redacted] had 2 accessions ([redacted] & [redacted])for date of service 01/18/2017. Insurance card was provided and sent with the requisitions but they were stamped with Payment Received incorrectly. Mr. [redacted] called with the corrected insurance information on 5/18/17 and the...
representative stated if the insurance paid the claim that he would be refunded. However, we dropped the ball here and it did not go out to the insurance because the amount was not corrected so that the system would send a claim. Mr. and Mrs. [redacted] called in 5/24/17 and 5/26/17 to check status and verify the claim was in fact refiled. The representative gave incorrect information both times. A [redacted] called 6/26/17 requesting the refund for the patient. It was at this time that we realized the claim actually did not go out and was sent to insurance on 6/27/17. On 7/26/17 Mrs. [redacted] called again to inquire on the refund, which had not been issued yet. The EOB was reviewed and the patient owed $56.49 and was due a refund of $300.43. The representative explained this would be sent once the remaining adjustments were made. Mrs. [redacted] then called back 8/1 to check status and a request for a refund check was sent for $300.43. She spoke to management and understandably was very upset that this had not already been completed and received. There was no check# at that time to provide he. When she still had not received the check on 8/7 she called back and requested management. Management reviewed the issue and contacted her back on 8/8 to let her know that since the check had not been sent yet we had refunded her credit card on 8/8 for the full amount of her transaction $356.92. As of 8/14 management had spoken to Mrs. [redacted] several times and credit for credit card had not been received. We verified with our vendor that the funds had been released back to the credit card company on 8/8. It was determined that it was a possibility the funds were in limbo because she had a current dispute with her credit card company over this charge. Management decided to overnight her a check through FedEx and this was sent and Mrs. [redacted] received it on 8/15. She told us that she would let us know once the $356.92 posted to her credit card so that it could be returned. There are many issues with this situation that management has been reviewing to find out what happened and addressing with the employees that gave incorrect information. This is not an experience we want our patients to have with our company and have apologized profusely to Mrs. [redacted] for all of her inconvenience in this matter. This is being used as a training opportunity for our representatives so that no other patients have the same issues and problems.
Initial Business Response /* (1000, 5, 2015/10/13) */
Revdex.com Case # _______XXXXXXXX_____________________
Date Received ____10/13/2015_____________________
Date Response Due _____________________
Complaint Filed By _____Mr. [redacted]_________________
Patient Name __[redacted]...
[redacted]________________________
Patient Accession Number_____NXXXXXXXXX____________
Case Description (copy and paste from original complaint)
I paid my balance weeks ago; I get notice that if I don't pay that it will get turned over to collections. Not satisfied with resolution when I call.
I had a blood test performed with my local doctor's office. A bill was sent by Solstas concerning what I owed. I tried to pay this bill online, but wasn't allowed to. I tried to pay this bill over the phone, via automated system, which I wasn't allowed to. I called on September 16, at 9:52am eastern time, and was able to pay the $3.95 bill over the phone. I received a confirmation number of XXXXXXXXX. Account number is [redacted].
Nearly three weeks later, I receive a nasty letter from Solstas saying that the payment hadn't been received and that it was about to be turned over to a collections agency. I also had received my bank statements that day, to which I didn't see any charges go through on any of my cards.
I call this morning (10/7) at 9:25 am eastern time. I'm told that there was an error in how the payment was processed and that it was being taken care of. I state that I wanted some form of receipt showing that I had paid this bill. My rationale for this being that their payment systems stink and their own employees don't seem to know what's going on.
The employee on the phone proceeds to talk over me and talk louder, saying that they don't do receipts. I want to speak to her supervisor, to which she tells me that her supervisor is the one doing the trace, etc, which makes no sense to me, and she's attempting to talk over my head. I also stop her and tell her that I don't appreciate her talking at a louder voice, as I haven't raised my voice to her at this time. I'm put back on hold...
Come back a few minutes later, and the same person tells me that something will be sent out in 24 hours. I state further requests that I want this to me in three days and notarized. I do not want to take any chances of a slip-up at this point. The lady on the phone states that she cannot control the postal service's actions. I'm sitting there thinking that they could, via overnight or something like that. They also have no one to notarize the bill. The employee snottily adds, "I hope you have a blessed day." I never got to speak to the supervisor.
I feel like I've been jerked around and my requests aren't being seriously handled. Yet Solstas feels it okay to threaten me with a collections agency and possible dinging of my credit for their own faulty systems and the way that they train their employees to handle payments and the like. All over $3.95. You're going to come after me over $3.95 that I've already paid?!
I refuse to settle for the company's "terms" on this receipt. I do not accept that you can treat me like garbage and then continue to treat me like garbage after you've discovered that the error was your own fault.
Case Research and Documentation including attachments (if any)
[redacted] [redacted] had labs performed June 30, 2015 by Solstas Lab Partners. Solstas billed Mr. [redacted]'s policy with [redacted] for the lab services on July 17, 2015. [redacted] left him a balance of $3.95 for these services rendered which a statement for payment was issued to Mr. [redacted] on August 6, 2015. Mr. [redacted] called and spoke with a customer service representative on September 16, 2015 and made a payment for the amount due of $3.95 with a Master Card. Payments are posted the next business day. On 9/16/2015 the representative requested that the payment be cancelled because she did not enter Mr. [redacted]'s invoice number on the transaction. The representative failed to reenter the transaction. September 17, 2015 an additional statement for payment of the $3.95 was released to Mr. [redacted]. Solstas mailed Mr. [redacted] a pre collections letter on September 28, 2015 for the amount due of $3.95. Mr. [redacted] contacted Solstas's Patient Billing Department on October 7, 2015 and spoke with a representative in regards to the invoice for the balance due of $3.95. The Customer Service Representative (CSR) researched Mr. [redacted]'s invoice and realized his payment which was made September 16, 2015 by MasterCard had not been applied to his invoice. A billing Supervisor was contacted at that time by the CSR and the balance was adjusted off at that time due to our internal error.. A receipt was mailed to Mr. [redacted] by the billing Supervisor on October 7, 2015 after adjustment was applied and invoice reflected a zero balance. There were no terms on the receipt that Solstas mailed to Mr. [redacted] dated 10/07/2015. The receipt he is referring to is from the on line payment he made on 09/16/2015.
Resolution
October 7, 2015 a billing Supervisor researched and made sure Mr. [redacted]'s invoice was not sent to collections, or reflected negatively on his credit report. Mr. [redacted] was mailed a zero balance letter for his records by the billing Supervisor on October 7, 2015.
Date Completed_______10/13/2015______________
Date Response sent to Revdex.com____10/13/2015____________________
Initial Consumer Rebuttal /* (3000, 8, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still request a signed and notarized statement, saying the account is settled. Simply replying that checks were made after bullying me where payment had been made three weeks prior and dealing with a belligerent telephone agent is insufficient.
In reviewing Mrs. [redacted]'s bill ([redacted]), I don't see that Solstas has filed the claim incorrectly. We filed the claim to [redacted] on 10/11/2017 with the coding that the doctor's office provided. We received the following denial "PER [redacted],NON-COVERED SERVICES.DEEMED NOT...
MEDICALLY" for the "HEMOGLOBIN A1C". We then filed to the patient's secondary insurance [redacted] and they denied because [redacted] denied. We were then provided with updated diagnosis codes from the doctor’s office on 11/15/17 and this was updated and refiled to [redacted]. We ended up receiving a “Frequency” denial from [redacted] and [redacted] denied again per [redacted] denial. Mrs. [redacted] signed an Advance Beneficiary Notice prior to the testing that explained this test could be “denied as too frequent”. I called Mrs. [redacted] to explain all of the above and she said that Monday 2/5/18 she received a letter of medical necessity from the doctor. The letter explains why she needed to have this test done outside of the frequency guidlelines. She said that she is sending this to [redacted] with a letter of appeal tomorrow and has everything she needs. She said that if they still won’t pay that she will call back to set up payment arrangements for the $49.00. I told her that she is not set to be billed again until 3/13/2018 and if she called prior to that date to set up arrangements, that would be fine. Patient was happy with the explanation and outcome for this bill.