National Patient Account Services

I have reviewed the response made by the business in reference to complaint ID [redacted], 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]
 
 
 This looks as if this is the company best response I am going to get. Instead of them actually taking action for their poor customer service and their representatives very inappropriate actions toward me.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and the business has not provided any resolution other than wash their hands of it.  I do not appreciate the fraudulent attempt to obtain an additional copay from a retired veteran when clear evidence of payment was provided.  I will not accept any further correspondence from this business, and will consider this complaint resolved.Regards,[redacted]

We are in receipt of the complaint filed by [redacted] and have taken the time to thoroughly review the complaint.  Upon receipt of this complaint, our office closed this account and returned it to our client, [redacted], for the handling of the insurance claim and research into the...

claim that the charges are inaccurate.  Should the consumer have any further questions or concerns, please have them contact the client directly as the account is no longer placed with our office.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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]

We are in receipt of the complaint filed by Ms. [redacted]. Our office has taken the time to thoroughly review the complaint and review each account and call recording.  On December 22, 2015 NPAS made our only outbound call to the consumer, at which time the representative advised she was...

calling from NPAS on behalf of St. [redacted]’s Hospital.  Ms. [redacted] advised she was unaware of who NPAS was, and the representative offered to provide a phone number for Ms. [redacted] to return a call. Ms. [redacted] continued the call and advised she should not be the responsible party for the bill, and would fax in documentation to show this. At this time our office shows no record of receiving the documentation. NPAS will gladly have this reviewed again once this information is received. Please fax this to ###-###-#### Attention Compliance.

[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 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]
They have very poor communication strategies as they haven't let me know any of that but now I know what is going on.  Thanks!

We are in receipt of the complaint filed by [redacted] and have taken the time to thoroughly review the complaint.  We apologize for any inconvenience experienced by Ms. [redacted]  After receipt of the complaint, we have contacted our client, [redacted] Medical Center, as well as the...

consumer’s insurance company to clarify the discrepancy.  Our client has worked with the insurance company and have corrected the account. We again apologize for the confusion. Should the consumer have any further questions or concerns, please feel free to have them contact our office directly.

We apologize for the complainants inconvenience. Our office is currently attempting to work with [redacted] to resolve this issue as the Explanation of Benefits do not match the charges listed on file. This process is taking longer than expected due to the upcoming holiday. We request an extension in time as billing matters do not move quickly. Thank You.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The letter was sent certified to your company at the address of [redacted], Louiseville, KY and was accepted by your company on December 26, 2014 , 10:12 am.  Attached is a signed copy of the return receipt which shows delivery to your address.  Also attached is the letter that I sent as a debt validation in regards to this account.  Your company responded to my letter on December 26, 2014 which only part of the information requested in the Texas Debt Validation so I know you received the letter which also included the cease and desist information.  Telephone records will also document that your company called me on January 26, 2015.  So therefore you did receive the letter because you responded to it.
Regards,
[redacted]
 
 
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We are in receipt of the complaint filed by [redacted] A. [redacted]. Our office has taken the time to thoroughly review the complaint and account details. We apologize for any confusion or misunderstanding in the consumer’s interaction with our representative and proper review and coaching has been...

administered. It appears the check generated from the consumer’s bill pay system had the incorrect account number attached, causing the incorrect number to appear on the check we received. Due to the account number being transposed there was a delay in processing the payment, causing Mr. [redacted] to receive a statement. The account number has now been corrected and applied to the account. Should the consumer need anything further, please feel free to have him contact our office directly.

We apologize for the delay in response, due to our need to confirm the payment with our client, this took longer than expected.   We have confirmed with our client, [redacted], that Mr. [redacted] payment has been located and properly applied to the account in question, leaving a $0.00 balance.   We apologize for any inconvenience experienced by the consumer.  Should the consumer need anything further, please contact our office.

We are in receipt of the complaint filed by [redacted] and have thoroughly reviewed this matter.  We apologize for any confusion or inconvenience experienced by the consumer. The accounts in question were placed with our office by our client, [redacted] Currently two of...

the three accounts mentioned in the compliant have been sent to have the insurance rebilled. These include the accounts with the balances of $260.82 and $217.15. The third account with the balance of $77.72 is no longer in our office, we advise [redacted] to follow up with the client directly. Please allow time for insurance billing to process. Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The audit of my bill is separate from what was initiated by [redacted] after the audit was complete. [redacted] reached out to me after the results of the audit and are conducting an investigation as to the interactions and practices conducted by the hospital during my stay.  I was advised that my preferred resolution of a bill reduction would be considered and that they would get back in touch with me following their investigation (not at all related got the audit of my bill, as indicated in NPAS' response). I have yet to hear back from [redacted]. When I notified NPAS of this, they referenced the same Audit, which has nothing to do with Patient Advocacy. I continue to assert that NPAS stop all attempts to collect and mark my account as in dispute until [redacted] completes their investigation.
Regards,
[redacted]

I sent a DV and Cease and Desist letter to the company on December 17, 2014 and it was signed for by an agent at the company on 12/26/14. In the letter I clearly stated "I would also like to request, in writing, that no telephone contact be made by your offices to my home or to my place of employment. If your offices attempt telephone communication with me, including and not limited to computer generated calls or correspondence sent to any third parties, it will be considered harassment and I will have no choice but to file suit. All future communications with me MUST be done in writing and sent to the address noted in this letter." On January 26, 2015 at 8:24 am NPAS Solutions made a phone call to my personal phone in an attempt to collect. This is in direct violation of my cease and desist letter which was sent certified to the company in December.
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I request that all phone calls stop and that this account be removed from my credit report immediately. I have also made a complaint with the CFPB regarding this violation.

We are in receipt of the complaint filed by [redacted] and have taken the time to thoroughly review the complaint.  We apologize for any customer service issues [redacted] indicated she has experienced when interacting with our office.  Our Quality Department has been made...

aware this issue and is looking into every interaction [redacted] had with a member of our staff to ensure our expectations of high customer service is upheld.

[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to [redacted], 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]

[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 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]

We apologize for the delay in response. Our client has advised they have corrected this matter and the consumer's account now is reflecting a $0.00 balance.  We hope this resolves the consumer's complaint, should anything further be needed please contact our office directly.

In a sense, I am happy that the business responded as they did as it is perfectly representative of the back and forth communications over the past 9-10 months.  Essentially, the business asks for an EOB detailing my previous explanation regarding payments due.  I send the EOB by fax to a # they quote me.  For example, in October, I was asked to send the EOB to ###-###-####.  I sent the EOB on October 16, 2015 referencing my account # as requested by a telephone representative.  I have a confirmation that the fax I sent was received on October 16, 2015 at 8:07 am PT.
It is further shocking that the business would state that no EOB indicating patient responsibility of $75 (already paid) has been received -- especially in light of the fact that a business telephone representative confirmed by phone on Monday, November 16, 2015 that she indeed saw the EOB on her screen and was noting that only a $75 patient responsibility (already paid) existed.
While I have no issue sending yet another EOB to yet another fax number (this time ###-###-####), I fear that this will actually take this process into Year 2.
A business cannot state that they have the information they need (confirmed electronically by fax and in a phone call) when it suits them to get me off the phone, and then claim that they do not have the information they need when that stance suits them (via the Revdex.com) to get me to pay additional $.
I can send the EOB to ###-###-#### tomorrow.  I will again save the confirmation of receipt.  To facilitate resolution, I attach the EOB (redacted for privacy) and confirmation of receipt by the business in October so that the Revdex.com can confirm that the business is – yet again – mistaken regarding amounts due by the patient.
Please let me know if any additional follow-up from me will be needed.  I very much appreciate the Revdex.com's assistance.

I sent a DV and Cease and Desist letter to the company on December 17, 2014 and it was signed for by [redacted] at the company on 12/26/14. In the letter I clearly stated "I would also like to request, in writing, that no telephone contact be made by your offices to my home or to my place of employment. If your offices attempt telephone communication with me, including and not limited to computer generated calls or correspondence sent to any third parties, it will be considered harassment and I will have no choice but to file suit. All future communications with me MUST be done in writing and sent to the address noted in this letter." On January 26, 2015 at 8:24 am NPAS Solutions made a phone call to my personal phone in an attempt to collect. This is in direct violation of my cease and desist letter which was sent certified to the company in December.
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I request that all phone calls stop and that this account be removed from my credit report immediately. I have also made a complaint with the CFPB regarding this violation.%