Health Payment Systems, Inc.

[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 ***, and find that this resolution
is satisfactory to me.I am sending correspondence in regards to ID ***I have heard from the companyThey responded to my complaints and have reconciled the situationI am happy with the company's efforts to resolve this matterThank you so much
Regards,
*** ***

We proactively contacted Mr *** to apologize for not adequately responding to his request during his initial call to HPS. We were able to clarify that we can separate the family bill to allow for a separate bill for his daughter and we put that solution in place
for him. We truly believe in putting the customer first at HPS and strive to exceed their expectations. We intend for Mr *** to experience this in the future with HPS

Ms. [redacted] was looking for a refund to be sent back regarding an overpayment of around $25 on her prior bill. A refund check was printed and mailed on Wednesday the 29th. Unfortunately the rep who spoke with Ms. [redacted] was unaware that the check was in the process of being mailed when she called...

HPS.
We have attempted to contact Ms. [redacted] several times via various phone numbers to ensure that she has received the refund and that all is now well. We will continue to attempt to reach her.

I have reviewed the circumstances of Mr [redacted]’s case and have determined that our third party billing team had an error in their business logic which led to multiple incorrect outbound customer contacts (phone calls/letters) coupled with subsequent disposition of open billing accounts into the...

collections process.   This error impacted Mr [redacted] and a few other specific accounts that had similar account attributes.  This issue has now been resolved.  [redacted] takes these issues very seriously and although this is related to an independent third party, our customer experience is at risk.  In addition to fixing the initial issue at hand, we have worked with our third party partner to place balance/controls logic into our environment which will monitor and catch other occurrences akin to what took place with Mr [redacted] so that we may proactively address an error before it reaches a point like discussed in Mr [redacted]’s complaint. In our investigation, a HPS customer account care supervisor has reached out to Mr [redacted] (and others impacted) to discuss this matter with our apologies and offer of any additional assistance.  As of this writing, we have not received a call back from Mr [redacted] but will continue to try to reach him through this week. I would be happy to discuss this at further length should you or Mr [redacted] have need.

HPS completely screwed up our accout! They sent a workmen comp claim to collections after it had already been paid by workmen comp. They said they never receive the money, which it went to pay the hospital, and that's why they never took it off our account. So because they didn't receive any money they sent our bill to collections even though it was not our responsibility to pay. After calling many times nobody seems to want to help us. They knew our claim had been processed then reversed through insurance and still sent it to collections. Now when you call to talk to them they have admitted they know the accout balance has been messed up for nearly 6 months but have done nothing about it. They are very rude while talking to on the phone and don't seem to care about the customer...only money.

Review: The company bills medical in a family group. They refuse to send individual family member bills for any of the members. With split households and needing to split medical cost (court ordered) for certain family members. HPS solutions is unwilling to accommodate these requests and requirements.

I called about requesting a separate bill for my daughter and was told by customer service that they wouldn't do that and this is my problem not theirs.Desired Settlement: Separate billing statements

Business

Response:

We proactively contacted Mr [redacted] to apologize for not adequately responding to his request during his initial call to HPS. We were able to clarify that we can separate the family bill to allow for a separate bill for his daughter and we put that solution in place for him. We truly believe in putting the customer first at HPS and strive to exceed their expectations. We intend for Mr [redacted] to experience this in the future with HPS.

HPS has [redacted] up my account for the last 3 years. When you call them you get no service. I have not recieved a statement in over a year. They don't take money out of HSA which they are suppose to. Send my bill to collections when I call to say I'm on a payment plan. They realize they messed up and take four payments out in 4 days to cover themselves.Say they can't help me.

My company contracts with HPS, advertising HPS's service as a benefit in which we only have to make payments to one single place instead of multiple doctor offices. I had one medical bill of approximately $2,000 and made over $700 payments in the first month. HPS has acted like a collection agency and harassed me nearly every day because the balance was not paid in full and/or I had not set up an automatic payment plan of at least $200 per month. There is no reason that someone paying their bills off in large quantities and quickly needs to be called every day and harassed. This is not a benefit to employees, and I recommend no company use their services. I would rather deal directly with my doctor's office who has always gladly taken my payments. This company is not worth the investment.

I was on a payment plan with HPS and ended up over paying my bill. I had a credit in the amount of $615. I've phoned three times asking for a refund. The first two calls I was told the check would be processed and would arrive to me in 7 to 10 business days. It is 6 weeks later and I still do not have my refund. I phoned today and was told the check was mailed yesterday. I was very diligent in paying the monthly amount according to my payment plan. It is not right that it has taken this long to process my refund.

Review: Continually billing for bills that have been paid. They have sent the bill to collections once. I worked with them to get the matter cleared up as I did not owe them any payment because the bill had been paid earlier in the year. Was assured by them, after many phone calls that the matter was settled and the bill was being recalled from collections. Called the collection agency and was told the bill was recalled. About 2 months latter they are again trying to bill me for the same original bill that I had already paid and that they sent to collections and then recalled from collections once. Not only are they attempting to get money that they are not owed but sent two bills for the same amount on the same day.Desired Settlement: I am again going to have to play phone tag with them to get the matter settled, for something that I was assured was taken care of. I need the company to get its act together and quit messing with my credit score and quit billing me for already paid bills and quit threating to send it to collections for money I do not owe them. This issue has been brought up by co-workers that also had the same issue with them but have not decided to report it.

Business

Response:

I have reviewed the circumstances of Mr [redacted]’s case and have determined that our third party billing team had an error in their business logic which led to multiple incorrect outbound customer contacts (phone calls/letters) coupled with subsequent disposition of open billing accounts into the collections process. This error impacted Mr [redacted] and a few other specific accounts that had similar account attributes. This issue has now been resolved. [redacted] takes these issues very seriously and although this is related to an independent third party, our customer experience is at risk. In addition to fixing the initial issue at hand, we have worked with our third party partner to place balance/controls logic into our environment which will monitor and catch other occurrences akin to what took place with Mr [redacted] so that we may proactively address an error before it reaches a point like discussed in Mr [redacted]’s complaint. In our investigation, a HPS customer account care supervisor has reached out to Mr [redacted] (and others impacted) to discuss this matter with our apologies and offer of any additional assistance. As of this writing, we have not received a call back from Mr [redacted] but will continue to try to reach him through this week. I would be happy to discuss this at further length should you or Mr [redacted] have need.