CombiMatrix

[redacted] , Thank you for your patience as we reviewed our phone and e-mail records to properly address this inquiry Please find below system notated details surrounding [redacted] ’s account (The third party collection representative did not document the e-mail exchange or the additional conversation [redacted] has referenced in the complaint)· Patient invoices were generated and mailed to [redacted] on October 9th, 2015, October 24th, 2015, November 8th, and November 27th, No return mail was received indicating this was no longer a valid address.· On December 2nd, 2015, we left a voicemail message for [redacted] regarding the balance due on her account We did not receive a call back.· On December 8th, 2015, [redacted] spoke with our third party collections representative She informed him that the address we had on file was incorrect He updated the address and sent her an updated collections letter.· On December 15th, 2015, [redacted] exchanged e-mail with our third party collections representative He offer her a prompt payment discount or a payment plan for her balance.· On February 29th, 2016, I called [redacted] ’s phone number ( [redacted] ) and left a message on her voicemail apologizing for her experience with our third party collections representative and that her account has been removed from collections I also provided her with information on how she could pay her balance due.· On March 2nd, 2016, a breach report was filed with the U.SDepartment of Health and Human Services for the Unauthorized Access/Disclosure of patient information Also, a patient statement and the attached letter was sent to the patient by FedEx (Tracking# [redacted] ).· On March 3rd, 2016, the packaged was delivered to [redacted] , [redacted] ***Since we have removed the patient’s account from collections and provided her with the opportunity to settle her delinquent account, we consider this inquiry closed We have not received any correspondence or payment from the patient since the voicemail message was left or the FedEx statement was delivered If the patient does not contact us to make a payment or schedule a payment plan before May 1st, the account will be returned to collections Please let me know if you have any questions or need additional information [redacted] VP, Billing & ReimbursementCombiMatrix | [redacted] [redacted] *** | D: [redacted] | C: [redacted] | [redacted] |www.combimatrix.com

[redacted] , Thank you for your patience as we reviewed our phone and e-mail records to properly address this inquiry We did received the e-mail requests from the patient and did respond either by phone or e-mail to her inquiries Upon further investigation, we were unable to determine if and when the phone messages were made (we did reach out to [redacted] to ask what number she called and when to help us with our investigation but she was unable to provide us with the definitive information) We originally received an e-mail inquiry from her on Sunday, March 8th in the morning and a CombiMatrix representative contacted her onMonday, March 9th We received another e-mail inquiry from the patient on Friday, March 20th in the evening and after looking into her request, we e-mailed her on Tuesday, March 24th In our response, we apologized for the delayed response, indicated we tried tracking her voicemail messages but were unsuccessful, and we had adjusted her patient responsibility due to the timely billing oversight even though there was no payment made by her insurance company [redacted] acknowledged our response and thanked us for our actions within minutes of receiving our responseSince we addressed each of [redacted] inquiries within 1-business days and resolved the issue to the patient’s satisfaction, we consider this inquiry closed If the detailed e-mail correspondence between the patient and our company is needed, please let me know [redacted] VP, Billing & Reimbursement

Revdex.com:Hello, Thank you for your assistance in this matterBelow is the email I sent to the contact at CombiMatrix providing her with the details of my attempts to contact CombiMatrix prior to contacting the Revdex.com:Hello ***- I know I called and emailed first on Sunday, 3/I would have called the 'contact us' number on the website: I emailed using the contact form on this site as wellI don't believe it generates and auto reply to one's personal email, so I don't have confirmation (I just looked in my SPAM folder, but that only keeps relatively recent emails...)I received a call back from a contact in customer service that Monday or TuesdayThe person I spoke to was very professional and told me that she would have her manager contact meI did not receive a call backAs such, I called again (the main number) and left a messageI can't be sure of what date that was, as my phone is only displaying about a week backI called and emailed again after a period of time (not sure of the dates)I last called and left a message over the weekend of 3/22, as I remember specifically requesting a call back by the end of day Monday, 3/23, as if I did not hear back I would address this concern in an alternate waySince I did not get a reply by end of day on 3/23, I contact the Revdex.comI hope this is helpful to youThank you for making the effort to investigateBest, ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

[redacted], Thank you for your patience as we reviewed our phone and e-mail records to properly address this inquiry.  We did received the e-mail requests from the patient and did respond either by phone or e-mail to her inquiries.  Upon further investigation, we were unable to determine...

if and when the phone messages were made (we did reach out to [redacted] to ask what number she called and when to help us with our investigation but she was unable to provide us with the definitive information).  We originally received an e-mail inquiry from her on Sunday, March 8th in the morning and a CombiMatrix representative contacted her onMonday, March 9th.  We received another e-mail inquiry from the patient on Friday, March 20th in the evening and after looking into her request, we e-mailed her on Tuesday, March 24th.  In our response, we apologized for the delayed response, indicated we tried tracking her voicemail messages but were unsuccessful, and we had adjusted her patient responsibility due to the timely billing oversight even though there was no payment made by her insurance company.  [redacted] acknowledged our response and thanked us for our actions within 10 minutes of receiving our response. Since we addressed each of [redacted] inquiries within 1-2 business days and resolved the issue to the patient’s satisfaction, we consider this inquiry closed.  If the detailed e-mail correspondence between the patient and our company is needed, please let me know. [redacted]VP, Billing & Reimbursement

[redacted], Thank you for your patience as we reviewed our phone and e-mail records to properly address this inquiry.   Please find below system notated details surrounding [redacted]’s account (The third party collection representative did not document the e-mail exchange or the...

additional conversation [redacted] has referenced in the complaint). ·         Patient invoices were generated and mailed to [redacted] on October 9th, 2015, October 24th, 2015, November 8th, 2015 and November 27th, 2015.  No return mail was received indicating this was no longer a valid address.·         On December 2nd, 2015, we left a voicemail message for [redacted] regarding the balance due on her account.  We did not receive a call back.·         On December 8th, 2015, [redacted] spoke with our third party collections representative.  She informed him that the address we had on file was incorrect.  He updated the address and sent her an updated collections letter.·         On December 15th, 2015, [redacted] exchanged e-mail with our third party collections representative.  He offer her a prompt payment discount or a payment plan for her balance.·         On February 29th, 2016, I called [redacted]’s phone number  ([redacted]) and left a message on her voicemail apologizing for her experience with our third party collections representative and that her account has been removed from collections.  I also provided her with information on how she could pay her balance due.·         On March 2nd, 2016, a breach report was filed with the U.S. Department of Health and Human Services for the Unauthorized Access/Disclosure of patient information.  Also, a patient statement and the attached letter was sent to the patient by FedEx (Tracking# [redacted]).·         On March 3rd, 2016, the packaged was delivered to [redacted], [redacted]. Since we have removed the patient’s account from collections and provided her with the opportunity to settle her delinquent account, we consider this inquiry closed.  We have not received any correspondence or payment from the patient since the voicemail message was left or the FedEx statement was delivered.  If the patient does not contact us to make a payment or schedule a payment plan before May 1st, the account will be returned to collections.  Please let me know if you have any questions or need additional information. [redacted]VP, Billing & ReimbursementCombiMatrix | [redacted] | D: [redacted]| C: [redacted] |[r...⇄