Columbia St. Mary's, Inc.

January 8, 2014
Re: Refund check
Thank you for calling me back regarding the RevDex.com Complaint ID [redacted] and the refund that you felt you were
due. The information you left me on my voice mail was helpful so that I could
locate and identify the issue.
I have reviewed your account XXXX-XXXXXXX, which was for
a service with XX. XXXXXXXX on 9/18/2013.  You mentioned in your message today that you
had already received a refund of $40.00, but you are expecting a refund in the
amount of $70.84. Research supports that the refund of $70.84 had been requested
on 12/4/14, however in review the check didn’t actually release due to a system
issue. I have corrected and requested the check to be issued for $70.84. The
refund checks are issued from Columbia St Mary’s Ministry which is Ascension
health located in Indianapolis. The check is scheduled to be issued next week
and you should receive it the week of January 19, 2015.
I apologize for any inconvenience this has caused you and
your family and ask that when you receive the check to please contact for
confirmation.
 
Sincerely,
 
[redacted]
Central Scheduling Supervisor
[redacted]

This concern will require further review, and we will also provide a response to the consumer and Revdex.com when the review is completed.  Thank you.

I visited CSM for a preventative care checkup in July 2015. When the bill finally came, I paid it using my HSA Debit card through the Carrier (UHC) app. The payment was processed by Instamed ([redacted] on August 15, 2015 and a virtual debit card was sent to CSM in full amount of $66.39. A...

month later, I received an invoice for the amount of $66.39. When I called the number on the invoice ([redacted]) I was routed to the CSM customer service department based in Michigan. They claimed they never received payment for the amount. Instamed, the company that processed the payment was able to email me documents proving that CSM had processed the payment via a virtual debit card. I was told to fax over documents to [redacted] or [redacted]. On September 30th, 2015 I faxed over all the documents showing proof of payment and addressed them to the attention of [redacted] but was told when I called 3 days later that they never received the documents in question. I was then told to mail the documents to [redacted]. 10 days after I mailed the documents I was able to get [redacted] on the phone and the acknowledged that they had received the documents by mail. She went on to tell me that the issue was being investigated and that if I didn't hear from CSM in a week I should call to find out what the issue is. I called in a week and the gentleman on the phone told me that the case was still open and showing that I owed $66.39 and that the office had not received any documents showing proof of payment. This is very frustrating knowing that i've already paid a bill that I am essentially being charged for again, and the incompetence of the customer service department of Columbia Saint Mary's Hospital. This issue has been going on for close to 2months now and I would like the matter resolved. As far as I am concerned I have done everything in my power to provide documents that were requested by [redacted] and [redacted] to show proof of payment and yet when I call to enquire about my case i'm told by the same people they haven't received any documents.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. 
Regards,
 
[redacted]

The concerns reported in the Revdex.com complaint will be reviewed and responded to by Columbia St. Mary's.  A direct response will be sent to the patient as well as to the Revdex.com in a timely manner.Sincerely,[redacted]CSM Patient Representative

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]
I will attempt to work with them regarding my bill.

Attached please find out response to complaint ID [redacted]Written confirmation and a statement showing a zero balance were mailed to the patient on 11/24/15. Thank you, [redacted]Patient Account Specialist[redacted]Fax 414-326-2155

Review: On 11/26/2012, our family had both a primary (Blue Shield $20 copay) and secondary (Aetna $25 copay) insurance provider when my son had an office visit. According to his physician's office, they do not collect copays when the patient has both primary and secondary insurance because the secondary insurer picks up the copay. Therefore, they did not collect copay at the time of service. Accordingly, I received a primary (BS)EOB stating a patient responsibility of $20 (copay) and later a Secondary (Aetna) EOB stating patient responsibility =0.

CSM billed me for $20. I have sent the EOB showing patient responsibility equals ZERO to CSM 3 times and yet continued to be billed for the $20. The clerk ([redacted]) claims that Aetna told her that the "0" on the EOB was a typo and that CSM's billing department has reviewed it and I - in fact - owe $20 despite the most recent EOB stating 0. She would not let me speak to the billing department reviewers and stated they "do not talk to people". She did put me in touch - at my request - with her manager [redacted] at ext. 2131. [redacted] called me after she called Aetna. She told me that Aetna reiterated that their EOB was mistaken. In fact, Aetna told her that I actually owe $25 copay. So - according to Tracy - having both a primary and a secondary insurer means that I owe *MORE* than I would if I had just one insurance company!! When I told her that is ludicrous, she told me that Aetna told her such plus they told her I know this since the $25 copay is listed ON MY INSURANCE CARD. (Yes, it is-but that has no relevance here.) [redacted] was certain that I now owe *$25* because I have Aetna as a secondary insurer and that's what Aetna supposedly told her. [redacted] could not tell me if I owe that “$25” in ADDITION to or INSTEAD of the LESSER $20 copay under my primary insurer. She could not grasp that the secondary insurance company's initial calculation is though their were no primary insurer and AFTER calculating benefits BEFORE other health plan, the patient responsibility is adjusted to accurately reflect the primary benefits & other health care plan payments.

I asked Tracy to put it in writing and send it to me. I also asked her to put me in touch with the billing review department and she could not. So I asked her for the mailing address of the legal department and she could not give me that either. Instead, she gave me a generic billing customer service address which is where I sent the repeated “0” EOBs I mentioned at the beginning.

I am beyond frustrated at this point.

I work in employee benefits. I can tell you where the mistake is. Blue Cross had a higher contactable allowance ($125) than Aetna. Aetna's contractable rate is $100 or $75 after the $25 copay. You need to adjust the bill down to the secondary contracted rate of $100 as though we did NOT have primary insurance. So , if Aetna were our only insurer, the most CSM could be paid under the Aetna contract is $100; $75 by Aetna themselves, $25 by patient (me). But Blue Cross all ready issued payment in the amount of $125. So, you deduct the the primary payment of $125 from the $100 Aetna allows as payment and you come up with a NET patient responsibility of ZERO.

Ergo, the Blue Cross EOB (primary) stated Patient responsibility =$20; AETNA (secondary) EOB *CORRECTLY* states"PATIENT RESPONSIBILITY *AFTER OTHER HEALTH PLAN* is ZERO".

The CSM billing office -on behalf of Cedar Mills - is illegally pursuing me (and my son) for payment in excess of the rates contracted with the insurance carrier.Desired Settlement: I want the balance due to accurately reflect the EOB patient responsibility of 0

Business

Response:

I have reviewed compliant # [redacted] regarding the patient concern and I contacted their health insurance to clarify patient responsibility. In this instance the patient is responsible for the balance. I spoke to [redacted] at Aetna who indicated that the patient has a Maintenance benefit plan which indicates that if the primary insurance pays more than what they would have, they will not make a payment and the patient is responsible for the copay as identifed by her primary insurance. In speaking to [redacted] at Aetna he indicated that the patient does owe the $20.00 copay as identified by the primary insurance. I ahveam sending the patient a letter with the reference numebr to today's call so they can call if there are any further questions. The representative at Aetna indicated he made very detailed notes in the event the patient called to dispute so that clear explanation could be given.

Thank you

Patient Finance Account Supervisor

Consumer

Response:

Review: Received a bill of $705 on 4/6/2015 for services at Cathedral Square urgent care on 5/5/2014 (almost one year after visit) noting that patient responsibility was 100%. Incorrect insurance was listed. Called CSM billing customer service and provided the correct insurance information to the representative (I had by that time moved out of state for work and switched insurance providers). I was told the claim would be rebilled and resolved and would receive a call back when resolved. Never received a call back. Continued to get bills in the mail and made phone calls back to CSM billing customer service and each time spoke with a different representative, often being told the information from my prior phone call was unavailable, the person who I previously spoke with was no longer working there, or that the supervisor was unavailable. Received same bill 9/7/15 listed "no insurance - self pay." I called my insurance to verify that the claim was received and was informed that an explanation of benefits had been sent to CSM and that the claim was denied as CSM had not provided an appropriate diagnosis code for any of the charges and they had also sent the claim to the wrong address. I called back to CSM 10/7/15 and was informed they had never received an EOB from my insurance. I called my insurance provider and had them directly fax an EOB to CSM. On 12/18/15 I received a call from a debt collector informing me that my bill was in collections. I called my insurance provider and was told that they still had not received a billable diagnosis code from Columbia St Mary's despite requests for one. I called back to CSM billing and was told they had never received a denial letter and that the EOB faxed from my insurance provider was never correctly linked to my account. They also had the wrong billing address to file the claim (despite my correcting this with them previously). I again gave them the correct address to file the claim and requested that the debt collection be retracted. I was assured the collection would be retracted, they would send a billable diagnosis code to my insurance provider at the correct address and that they would follow up with me via phone once this was completed. I requested to speak with the supervisor to ensure this would happen and was told she was unavailable and that she did not have a phone number on which I could reach her directly. I heard nothing back from CSM after this call, despite their assurance they would contact me. On 1/18/16 I called to CSM to check the status of the claim and was told there was a coding issue and thus my insurance would not pay the claim. I asked how this may be remedied and they told me I need to speak with the medical records department. I called medical records and was informed that it was actually the billing department's responsibility to contact them directly and that it was not my responsibility to do so. They informed me that there was in fact an ICD-9 code that was appropriate linked to my services. I called back to the billing department and relayed this information and was assured that the billing department would call medical records themselves and discuss the issue with my insurance and would call me back to verify they had all the correct information. Again, I never received a call back. On 3/16/16 I received a second call from collections regarding the account. I called CSM for clarification regarding this as they had previously noted they would retract the collection, and was told the system there was down and they were not able to look up my account but that they would call me sometime in the next day or two once it was up to discuss the issue. I called the collections company and was informed that Columbia St Mary's had never contacted them at any time to retract the collection and that it remained open. I decided to make the payment in full 3/21/16 so as not to have it negatively affect my credit and was informed by collections that they would make a note that the bill was disputed and that I was not claiming responsibility for the bill.Desired Settlement: Correctly bill my appropriate insurance provider at the time of services and provide legitimate billing code. Provide refund to myself for amount covered by insurance provider. Ensure process improvements are made so that this does not continue to happen to other consumers in the future. Hold responsible parties accountable for incompetence and/or predatory billing practices.

Business

Response:

I will see that this complaint is appropriately reviewed and responded by Columbia St. Mary's Patient Financial Services leadership. [redacted]Columbia St. Mary'sPatient Representative

Review: My insurance company issued a check to this medical group on August 25, 2015. I called back in September, and they told they did not receive the payment, so I had my insurance company fax a copy of the endorsed check over to them. They told me they would look into it and get the payment applied to my account. I have called 3 times since then, the last two times I've been told they would get expedite this and it would be processed shortly. They have cashed the check for the payment, but don't apply the funds to my account so I keep getting statements from them in the mail. They keep telling me they are looking into and it needs more time. It's been 3 months! They are not doing anything to fix this situation and apply the payment to my account! They keep giving me the run around and I'm fed up and so is my insurance company!Desired Settlement: I want to get a statement that says my balance is $0 and showing my payment has finally been applied to my account!

Business

Response:

Attached please find out response to complaint ID [redacted]Written confirmation and a statement showing a zero balance were mailed to the patient on 11/24/15. Thank you, [redacted]Patient Account Specialist[redacted]Fax 414-326-2155

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,

Review: I have contacted Columbia St. Mary's numerous times regarding an HSA payment that was made for $200.49 and processed to the CSM Hospital ([redacted]) lockbox as this was the default address for UHC. Unfortunately the payment was intended for - CSM Anesthesiologists. Per Instamed, the payment was cashed by CSM Hospitals on 3/6/15.

I received a collection action letter from the anesthesiologist billing office as there was no record of payment made. To avoid negative credit impacts, I paid them directly. When I called CSM to investigate where the processed payment was in their system, they are unable to locate it and state that the payment was made to CSM Anesthesiologists. I have verified that the only record of payment with CSM Anesthesiologists is the second payment made on 4/25/15 for $200.49.

When I have followed with CSM Hospitals, they either tell me to review all my bills to find it the payment or tell me it is with the CSM Anesthesiologists. The first makes no sense since there is record that CSM cashed the payment and the second has been verified as not accurate per my note above.

I have provided bills, payment receipts and all the details to locate my payment, however, I have spent hours on the phone to locate the payment and no one is able actually help me.Desired Settlement: I would like CSM to take the time to actually locate the payment that they cashed on 3/6/15. I would like the payment of $200.49 to be refunded to my HSA since I have paid the CSM Anesthesiologists bill through a separate payment.

Business

Response:

Upon review of our records, we show that we received payment on 03/05/2015 that was sent to us in error. We processed and immediately sent the payment to CSM Anesthesiologists on 03/05/2015 as the payment was meant for their account. CSM Anesthesiologists did not process or apply this payment correctly. Because of this error, the payment is being returned to us and Ms. [redacted] will now have a credit of $200.49 with Columbia St. Mary’s Hospital. Unfortunately, when Ms. [redacted] spoke with both our offices and CSM Anesthesiologists, both records indicated that the other office had the payment. This issue has now been resolved. I have spoken directly with the patient and explained the situation and resolution to her. I asked Ms. [redacted] how she would like to handle the credit. Because these payments were made from a Health Savings Account and Ms. [redacted] has outstanding balances with Columbia St. Mary’s Hospital, Ms. [redacted] requested that we apply the $200.49 credit to her balances for dates of service 03/23/2015 and 03/09/2015. As soon as this payment is processed I will provide Ms. [redacted] with itemized bills showing services rendered and payments made for her Health Savings Account documentation. Customer Information:[redacted]

[redacted]E-mail: [redacted] Please contact me at [redacted] if you have any further questions or concerns. Sincerely [redacted]Patient Account Specialist[redacted]Fax 414-326-2155 The information transmitted in this message (including any attachments) is intended only for the person or persons to whom it is addressed, and may contain material that is confidential and/or privileged. Any review, retransmission, dissemination or other use of the information contained herein by persons or entities other than the intended recipient is prohibited. If you have received this message in error, please notify the sender immediately and delete this message.

Review: Name of Patient: [redacted]

Account Number:[redacted]

Date of Service: 02/11/15

For this date of service Columbia St Mary's hospital charged my 92.22$ back in Feb 2015.

Since I was very new in US at that time and not having my insurance details with me they treated my wife non-insurance patient and asked us to pay the lab charges in Full.

Later I got my insurance details, I submitted the claim with my medical insurance Aetna.

As per my EOB, I was suppose pay on 29.85$. The remaining funds 62.37$ was there in my account. Later for a different date of service they adjust 29.34$ against it. The remaining funds 33.03$ is still not paid back to me.

I called Columbia St Mary's number of time and explained the same story. Every-time customer service check and confirms the system is showing balance of 33.03$ but they can't refund it since there is another claim with my insurance which is still pending. I really don't understand this - This is my money showing in system as Credit and still they are paying back.

I also wrote to Aetna to find any pending claims with Columbia and they said nothing is in pending status.

Could you please help to me get the refund $33.03?Desired Settlement: Complete refund and compensation for inconvenience and time spent on followups with Customer care.

Business

Response:

We have received this complaint and reviewed the account. A refund of $33.03 is due and was requested on 05/03/2016. The refund will take 7-10 business days to process. I apologize for any inconvenience or delay associated with this refund. Attached please find our detailed response sent to the complainant. Thank you.

Review: On September 27, 2013, I had a health related concern and I called my primary physician. The nurse there asked me to visit the [redacted], which is part of [redacted]. In mid October, I received a claim receipt for services provided on Sept 27 from [redacted] (my health insurance provider) that included $75.00 copay that I am responsible to pay. On contacting Humana, I found that the service provided to me was billed as an emergency service and not an urgent care service. I would not have been billed an additional $75.00 if the service was billed as an urgent care service.

It is my opinion that the service should not have been billed as a emergency service for three reasons.

First, the name of the center is misleading. The center is called "Urgent Care Center," which implies that it is not an emergency center. In other words, the name of the center is misleading. I thought that I was visiting an urgent care center and not an emergency center of a hospital because my need was not an emergency, or was not life threatening. If I would have known that I would be billed for the services as an emergency then I would not have gone to the center and would have chosen another urgent care center such as Concentra where I would not have to pay this $75 co-pay. If they are going to bill individuals as an emergency center then they should name it as an Emergency Center and not an Urgent Care Center.

Second, a lay person cannot know that although one is coming to an urgent care center that they would still be billed as an emergency.

Last, the services provided during the visit. According to the nurse who provided me with the services said that she could not perform a particular test because the equipment necessary for performing a test is available in an emergency center and not in an urgent care center. The nurse also said that I could go to my ophthalmologist for conducting that test. Consequently, it appears that the individuals working at the center also consider it as an urgent care center and not as an emergency center.

Therefore, it does not make sense that I be billed for this service as an emergency. I understand that there are other individuals who are facing similar billing issues. That is, other clients also consider the center as an urgent care center and not an emergency center. This billing policy of [redacted] is unfair.Desired Settlement: I should not be responsible for paying the $75 co-pay and that [redacted] should correct their billing policy of charging urgent care services as emergency services so that clients are not billed incorrectly.

Business

Response:

We have received complaint #[redacted] submitted to the Revdex.com and forwarded to [redacted] I am actively investigating this complaint and intend on following up directly with the complainant when my review is completed, which I anticipate will be by the end of next week. At that time I will provide a written response to the complainant as well as verification with the Revdex.com that [redacted] has provided a response and include a summary of the outcome of our review.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

After receiving this response from the hospital, I spent two hours talking on the phone first with my insurance provider and then with a hospital billing representative. I realized that the hospital has dropped the ball and fails to own up to the problem.

According to my insurance provider, the hospital used code 131 for the services provided to me. The insurance company stated that this code is for emergency services and not for urgent care services. In addition, the insurance representative stated that the codes for services provided by an urgent care center begin with "6." The representative said that there is nothing they can do because the code used by the hospital is for emergency service and not for urgent care. I was asked to contact the hospital to rectify this.

On calling the hospital billing office, I was told that the hospital used the right codes. According to the hospital representative, the code 131 is correct because the urgent care center is part of the main hospital and not a clinic, even though the urgent care center is about 10 miles away from the main hospital. Until August, the urgent care center was considered a clinic. But in September 2013, there was some sort of reorganization in the hospital system and the urgent care center became part of the hospital even though its physical location did not change. Consequently, the hospital has to code urgent care services starting with a 1 instead of 6. When using 1, the insurance does not recognize the service as urgent care (even though it is) but as emergency service. The representative further said that this is an error of the insurance company because the insurance company only has a code only for urgent care service when provided by a clinic and not when provided by a center that is part of a hospital.

But why is it that multiple health insurance companies are denying coverage? The hospital representative told me that since September 2013, many patients, who have insurance coverage provided by different companies, have been receiving bills for urgent care services because their insurance companies are also recognizing the hospital codes as emergency and not as urgent care. In other words, it is not just my insurance but other insurances that are not fully paying for urgent care services provided by this specific urgent care center.

Consequently, this hospital has made changes without appropriately communicating them to various health insurance companies. The hospital has dropped the ball and now is asking me to spend all my time and energy to gather my medical records and file a petition to the insurance company to recognize the hospital code as urgent care. Why am I being asked to fix a problem caused by the hospital administration? In the meantime, I am responsible to pay the bill and if I do not then the hospital will send it to a collection agency. This situation is like a double edged sword and is causing unnecessary anxiety and stress. The hospital is a preferred provider for my insurance company, which seems to mean that there is a good working relationship between the two. However, in this case, the hospital fails to take ownership of the problem and does not want to communicate with the insurance company.

The hospital needs to fix the problem that they themselves created. My request to the dearest hospital administrators is "Please be honest and own up to your mistake and fix it." That is, communicate with my and other health insurance companies and tell them that the services provided were urgent care services and not emergency services. I have spent so much time talking with hospital employees and insurance company employees, which has probably resulted in a cost that is much greater than the cost of medical services provided to me. It is such negligence that is resulting in increasing cost of healthcare to the common man.

Regards,

Business

Response:

Our review into this complaint has determined that the complaint Is actually related to how our patient's insurance company responded to a claim for services he received from us. After working with patient's insurance provider about the complaints reported, we requested that they review the claim further and reprocess it appropriately. The patient's insurance provider did make corrections and reprocessed the claim. The charges and coding used by [redacted] was appropriate for the services patient came in for and received. The problem patient reported was not caused by [redacted], but we were very happy to be able to assist and get it resolved. Today, our patient will be sent a final response letter sharing the outcome of the complaint he reported the Revdex.com and to Inform him of the corrections his insurance provider has made to his account. We believe this feedback will provide a satisfying outcome for the patient as his out of pocket balance has been significantly reduced by his insurance company.

Review: I visited CSR for a preventative care checkup in July 2015. When the bill finally came, I paid it using my HSA Debit card through the Carrier (UHC) app. The payment was processed by Instamed ([redacted]) on August 15, 2015 and a virtual debit card was sent to CSR in full amount of $66.39.

A month later, I received an invoice for the amount of $66.39. When I called the number on the invoice ([redacted]) I was routed to the CSR customer service department based in Michigan. They claimed they never received payment for the amount. Instamed, the company that processed the payment was able to email me documents proving that CSR had processed the payment via a virtual debit card. I was told to fax over documents to [redacted] or [redacted].

On September 30th, 2015 I faxed over all the documents showing proof of payment and addressed them to the attention of [redacted] but was told when I called 3 days later that they never received the documents in question. I was then told to mail the documents to [redacted]. 10 days after I mailed the documents I was able to get [redacted] on the phone and the acknowledged that they had received the documents by mail. She went on to tell me that the issue was being investigated and that if I didn't hear from CSR in a week I should call to find out what the issue is.

I called in a week and the gentleman on the phone told me that the case was still open and showing that I owed $66.39 and that the office had not received any documents showing proof of payment. This is very frustrating knowing that i've already paid a bill that I am essentially being charged for again, and the incompetence of the customer service department of Columbia Saint Mary's Hospital. This issue has been going on for close to 2months now and I would like the matter resolved. As far as I am concerned I have done everything in my power to provide documents that were requested by [redacted] and [redacted] to show proof of payment and yet when I call to enquire about my case i'm told by the same people they haven't received any documents.Desired Settlement: Please Resolve This Issue!

Consumer

Response:

I visited CSM for a preventative care checkup in July 2015. When the bill finally came, I paid it using my HSA Debit card through the Carrier (UHC) app. The payment was processed by Instamed ([redacted] on August 15, 2015 and a virtual debit card was sent to CSM in full amount of $66.39. A month later, I received an invoice for the amount of $66.39. When I called the number on the invoice ([redacted]) I was routed to the CSM customer service department based in Michigan. They claimed they never received payment for the amount. Instamed, the company that processed the payment was able to email me documents proving that CSM had processed the payment via a virtual debit card. I was told to fax over documents to [redacted] or [redacted]. On September 30th, 2015 I faxed over all the documents showing proof of payment and addressed them to the attention of [redacted] but was told when I called 3 days later that they never received the documents in question. I was then told to mail the documents to [redacted]. 10 days after I mailed the documents I was able to get [redacted] on the phone and the acknowledged that they had received the documents by mail. She went on to tell me that the issue was being investigated and that if I didn't hear from CSM in a week I should call to find out what the issue is. I called in a week and the gentleman on the phone told me that the case was still open and showing that I owed $66.39 and that the office had not received any documents showing proof of payment. This is very frustrating knowing that i've already paid a bill that I am essentially being charged for again, and the incompetence of the customer service department of Columbia Saint Mary's Hospital. This issue has been going on for close to 2months now and I would like the matter resolved. As far as I am concerned I have done everything in my power to provide documents that were requested by [redacted] and [redacted] to show proof of payment and yet when I call to enquire about my case i'm told by the same people they haven't received any documents.

Business

Response:

The issue has been resolved and written confirmation was mailed to the patient today. Thank you, [redacted]Patient Account Specialist[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

K K

Review: On 11/06/2014 I visited my doctor and was billed by the Columbia-St. Mary's hospital. The bill was paid in 12/09/2014. Subsequently, I received my insurance provider's statement and noticed that I was overcharged to the amount of 30.24, since the hospital bill did not reflect the insurance's adjustments. I faxed the documents to the hospital's customer service person ([redacted]) on 12/15/2014 claiming a refund.By 04/08/2015 I had not yet received my refund and I called costumer service to check on the status of my claim and they said they had already sent me a check for the difference overpaid. I informed them that the check never reached me. They said they would do a research to track the check and that it would take 30 days. On 08/20/2015 I called customer service and spoke to [redacted] again and the problem has not yet been solved. I asked to talk to her manager and she did not put my call through stating that he was busy. Then she asked me to call Julie, who appears to be on the scheduling department, who is not returning my calls.Desired Settlement: I would like Columbia-St. Mary's to refund me for difference that was overpaid. It appears that they recognize their mistake and issued a check but the check never reached me. In this case, they should be able to track the check and figure out what happened in a timely manner. Note that four months has already passed since I informed them that I did not get the check.

Business

Response:

I reached out to the client to obtain more information as well as an apology that he has been waiting for a refund check for services received 11/2014. In review the check had been issued January 2015, however to date he has stated he has not received it. I have requested that the check be voided and I will have a new check reissued. The client has been informed that I will have it reissued within the next few weeks once the previous check has voided. The clients' address has been verified and I also requested that he call me when he receives it to ensure his concern is resolved.Thank you[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

I would like to share my experience at Columbia St. Mary's, Inc. I went to the clinic for my flu vaccine and annual health screening exam in 2013. My lab and health screening showed that I was healthy and labs were in the normal range. My insurance company paid 100%. However, the Columbia St. Mary's keeps sending me the bill asking that I pay them the deductible since 2013 till now as of 2015. I contacted my insurance company since 2013 to talk with the Columbia St. Mary's and my insurance showed them the record of payment. In 2014 again I received the same bill from Columbia St. Mary's and I asked my insurance company to contact them. In 2015 I received the same bill again (a total of 30 bills for over than 2 years). Last month I asked my insurance company to fax the copy of payment to the Columbia St. Mary's. I then called Columbia St. Mary's and they told me that my balance was Zero. Today I was told by a representative of Columbia St. Mary's that my balance was remained and has not been paid. It was very disturbing and made me wondering about the quality of work they were doing. I have to deal with these errors for more than TWO years and still unresolved. These unacceptable mistakes are very irritating and make me feel sick with Columbia St. Mary's, Inc.
I WILL NOT use their service any more.

Review: Was called in by CSM Dr’s office r for what was described as a standard and covered visit Was in for 15 minutes

received a bill for $220 as insurance claimed it was not covered likley coded wrong

Had several communications with CSM asking that they provide information as to what they based their arbitrary charge on No reply just another bill

Asked CSM to send the correct coding to Insurance , No reply just another bill

After several months of trying to talk to someone with authority I decided to send a letter asking for the documents they based their charge on along with the ICD 10 coding, I then offered a reasonable amount of $60 stating that was the Urgent care cost for same time. If they do not accept please provide the documentation they used to justify this charge. They cashed the check of $60 and then sent the whole amount of $220 to collection agency. Now I get collection letter from Americollect for $220. I am contacting americollect as well. I signed nothing agreeing to any such amount and could pay. I would give the whole amount to charity rather than this business which has as its primary focus, Money not health. I am also getting a new Dr so not concerned about relationship with CSMDesired Settlement: I would like them to explain the charges and try better explain to clients when something isnt covered.

I would also like them to settle on the $60 they had already accepted

Business

Response:

The concerns reported in the Revdex.com complaint will be reviewed and responded to by Columbia St. Mary's. A direct response will be sent to the patient as well as to the Revdex.com in a timely manner.Sincerely,[redacted]CSM Patient Representative

Consumer

Response:

Review: I received a service in May of 2013 that would require me to pay $70 some odd dollars out of pocket. I never received a bill in all of 2014 until I was sent to the collection agency (despite having paid thousands of dollars to St. Mary's over the years without a payment plan and never defaulting). When calling in to St Mary's to resolve the issue, they made me aware that I had $119 in credit for double paying a previous bill but they would not release that without a patient request. They offered to apply $70 of that $119 to my outstanding bill. I told them I declined that as I didn't trust their billing practices (I find it highly unethical to retain over $100 of a client's money without notification or attempt to refund). They also said it would take several weeks to get approval to even apply my money to this bill and I didn't want to take the chance it would take too long. I paid my outstanding $70 charge that day by mail and awaited my $119 in return. I then received $47.33 on 9/17 - approximately 3 weeks after request. I called in to request the additional $70 some odd dollars due to me and was told that they had indeed not followed my wishes and had double paid my $70 bill. I called in 4 weeks later to request the money after not receiving it and was now told it could take 4 to 5 weeks for payment. They were also unable to tell me if it was being processed. They offered to call me when the check was processed. They called the first week of December approximately to tell me it was processed. It is now December 20th - 3 months after my initial request for the funds and I still do not have the dollars. Their collection practices are unethical by withholding dollars from clients without telling them, failing to apply it to outstanding balances, and then withholding money for several months even after requested. Please note that all dates listed as when I contacted the call center are estimated - I did contact them in September, October, and they contacted me in December.Desired Settlement: I request my remaining money be refunded to me within 2 weeks of receiving the complaint complete with interest. By not following their own stated practices and by withholding money from customers and not acknowledging that they are holding it, their billing and refunding practices are unethical and should also be investigated.

Business

Response:

I received complaint [redacted] requesting a refund of overpayment that client is due. I have reached out to the client to request more information as I am unable to locate any accounts. I need to identify who the client is so I can locate any overpayment entitled. I left the client a message requesting a call back so that I can get more information to assist.

Thank you

Columbia St Mary's

Business

Response:

January 8, 2014

Re: Refund check

Thank you for calling me back regarding the RevDex.com Complaint ID [redacted] and the refund that you felt you were

due. The information you left me on my voice mail was helpful so that I could

locate and identify the issue.

I have reviewed your account XXXX-XXXXXXX, which was for

a service with XX. XXXXXXXX on 9/18/2013. You mentioned in your message today that you

had already received a refund of $40.00, but you are expecting a refund in the

amount of $70.84. Research supports that the refund of $70.84 had been requested

on 12/4/14, however in review the check didn’t actually release due to a system

issue. I have corrected and requested the check to be issued for $70.84. The

refund checks are issued from Columbia St Mary’s Ministry which is Ascension

health located in Indianapolis. The check is scheduled to be issued next week

and you should receive it the week of January 19, 2015.

I apologize for any inconvenience this has caused you and

your family and ask that when you receive the check to please contact for

confirmation.

Sincerely,

Central Scheduling Supervisor

Review: I went to Columbia St Mary's on 5/10/13 for a regular check up. At the time of my appointment I gave them one of my 2 insurance cards. 3 months later I get a bill from the hospital, not my insurance company. I ask them if they billed my insurance and they said that they didn't have all of the information so I read a number off of my insurance card (the exact same card that they have). They thanked me and I assumed it was taken care of. A few months later I get a bill from the hospital again saying that my payment was past due. I give them a call and they said that they have not heard back from my insurance. I call my insurance company and the said that they have yet to be billed, so I call back Columbia St. Mary's and give them the billing information which is on the card that they have. About 3 or 4 months later I get another bill. I call Columbia St. Mary to see why I'm getting a bill. They said that they didn't have the insurance info, but it was billed but they weren't sure who they billed. The customer service representative said it was to late for them to bill insurance and to come after me. I have gotten 2 bills since then and now they are saying it is going to go to collections yet they have yet to bill my insurance!Desired Settlement: Stop billing me it isn't me who didn't do their job. I already paid for this service by making my insurance payments every month. Take care of the $285.

Business

Response:

I have reached out to customer for compliant [redacted] to get complete information. I have located the account being addressed. Columbia St Mary's records reflect that the account mentioned had been submitted to the insurance company and no response to date. The custoner was currently traveling and unable to provide me complete insurance information so that I can verify the information on file and work on resolution. Once home later today the customer will call me back with information so I can take action for resolution.

Thank you

Columbia St Marys

Business

Response:

I have resolved this issue and spoke to the customer today to advise of the outcome.

Columbia St Mary’s has researched complaint [redacted] and identified that our records reflect we had billed the insurance company in a timely manner. However in review and contact with the Insurance company it appears that the insurance carrier does not have records of receiving the claim. Due to the age of the account Columbia St Mary’s is unable to pursue collection from the insurance company on this account and the balance has been adjusted to zero.

There was another account involved that the client had paid because it had been sent to collections, that followed the same criteria as indicated above. I have adjusted the balance and I am refunding him.

I have contacted the client to relay this information and the client was satisfied with the outcome.

Hoping he follows up and lets you know, but I wanted to relay so that you had communication from Columbia St Mary’s of our actions.

Thank you

Columbia St Mary's

Patient Finance Support Supervisor

Telephone: [redacted]

Fax:[redacted]

Review: On 4/24/13, I had services performed that were billed incorrectly. I paid my bill in error and have attempted since May to have Columbia St. Mary's correct their bill and resubmit to my insurance. Since May, Columbia St. Mary's has re-sent the bill twice to my insurance but both times made coding errors again resulting in a delay in my reimbursement. It is now end of September and I still have not been reimbursed. I have lost confidence in Columbia St. Mary's and how they bill and treat their patients.Desired Settlement: I want my money refunded to my credit card as I have been paying unnecessary interest for 4 months waiting for Columbia to correct their bills. Also, Columbia needs to follow ethical business practices and when they make an error should have a reasonable and fair time frame that they correct their error and take care of their patient's concerns. If I didn't pay my bill, they would certainly not allow me the amount of time I have allowed them to pay.

Business

Response:

Regarding ID 9737757, I received a call from the patient earlier today and I am waiting for a call back from her to discuss her concerns. I refunded her credit card today as requested, once the insurance company processes the corrected claims and identifies her correct responsibility, she will be billed correctly.

Thank you