National Patient Account Services

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolutionPlease respond here ONLY]
Regards,
*** ***

We are in receipt of the complaint filed by *** *** *** and have thoroughly investigated the consumer’s complaint. Our office has been in contact with the consumer’s insurance multiple times since the account has been placed with NPAS. We have once again reached out to the
consumer’s insurance in attempts to resolve the account balance and will provide an update once they have reprocessed the information

We are in receipt of the complaint filed by *** *** and have taken the time to thoroughly investigate the complaint. We do show that our office has had communication with *** *** on several occasions and have advised *** *** that we are in need of a copy of their State
issued ID and/or Driver’s License and a police report (if available) in order to have our client investigate the claims that this account does not belong to him. At this time, our office has not received any of the requested supporting documentation. We do show that itemized statements for the account in question were mailed to *** *** on 02/03/and 04/28/2015. We apologize for any inconvenience experienced by the consumer. The requested documentation can be faxed to ###-###-####

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,
*** ***

As stated in our previous response, our client, *** *** Hospital and Clinic, has indicated the $co pay in question had not been paid for this date of service Since the accounts are no longer placed with NPAS and have been closed and returned to the client, *** *** Hospital and Clinic, Mr*** would need to address the dispute in the balance with the client directly We apologize we are unable to assist further, but the accounts are no longer with our office

We are in receipt of the complaint filed by *** D *** and have taken the time to thoroughly review the complaint. We apologize for any inconvenience experienced by the consumer. Upon receipt of the consumer’s complaint and documentation, we did submit the concern to our client for
review, and they have corrected the balance in question to reflect a balance of $We hope this resolves the consumer’s complaint. Should the consumer have any further questions or concerns, please feel free to have them contact our office directly

We are in receipt of the complaint filed by your office by *** *** and have taken the time to thoroughly review the complaint
Ms***’s complaint states that her accounts were supposed to be linked and a payment plan of $was to be establishedAfter review, there are two
accounts with our office the accounts are linked and are set on a payment plan of $due the 22nd of each month that was set at her request
In relation to the customer service issue of being “hung up” on, we have filed a complaint against the employee who took that callHowever, the employee in question in no longer employed by our company
If Ms*** wishes to discuss accounts not in our office, she needs to contact the facility directly at ###-###-###
Thank you

We are in receipt of the complaint filed by *** *** and have taken the time to thoroughly review the complaint. We apologize for any inconvenience experienced by Mr***. Our client, *** *** Hospital, placed the account in question with our office on January, 30th,
2015. At this time, we have verified with our client, that the balance they show as due and owing is $ According to our client, and the documentation they received from the consumer’s insurance company, the breakdown of the balance is as follows: Total charges: $2324.00, after a contractual adjustment of $and insurance payment of $963.83, this left the patient responsibility of $1088.14, which his insurance has indicated is “co-insurance”. The consumer made a payment of $which has also been applied to the balance, leaving the amount of $as previously stated. At this time, our office has not received the documentation Mr*** has indicated he provided showing a patient responsibility of $0.00. Should Mr*** wish to provide this documentation, the information may be sent via fax at ###-###-####, Attention Compliance, or by mail to*** *** *** *** ***

Our office is in receipt of the complaint filed by *** ***. At this time, we do show the consumer’s payment was received by the facility. We apologize for the unsatisfactory customer service received by the consumer and have asked our Quality Assurance department to evaluate the
transactions of this account and review for any retraining or other actions that may need to be taken with our internal staffWe have marked both accounts the consumer has placed with our office with the consumer’s request to receive no further calls. The client, S** *** *** *** ***, still has the matters in question placed with our office should the consumer wish to discuss resolution. We hope this resolves the consumer’s complaint, should anything further be needed, please feel free to contact our office directly

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowI do not feel this issue to be resolved until my account is credited and my name is cleared of this messI upheld my end of the dealPayment was sent the very next day after I received a bill with the CORRECT PATIENT AND BILLING name on itIt is unreasonable to expect payment from someone and send them to a pre-collection agency when you don't even have the correct name on the account
Regards,
*** ***
 %

We are in receipt of the complaint filed by *** *** and have thoroughly reviewed this matter. We apologize for any confusion or inconvenience experienced by the consumer. We are currently working diligently with our client, *** *** ***, to resolve the consumers
concernWe are requesting additional time to fully research this matter to reach an acceptable resolution

Thank you for contacting our officeNPAS is an early out (non delinquent debt) resolution call center for *** *** *** After review of *** *** claim, we have identified that an account placed with our office on 5/26/with the balance of Payments are directed to
the hospital not NPASUpon review, it appears the hospital applied a payment of $on 6/6/The account closed our office as "Paid In Full" on 6/6/as wellA letter will also be mailed to *** *** We apologize for any inconvenience

Our office is in receipt of the documentation provided by Ms*** ***The information was reviewed by our client, St*** Hospital who has corrected their account and billing. Ms*** should receive no further communication from our office. We sincerely apologize for any inconvenience experienced by the consumer

We are in receipt of the complaint filed by *** *** and have taken the time to thoroughly review the complaint. We have reviewed the call from March 28th, 2016, below are our findingsOur Customer Service Specialist attempted to explain that the total charges for this date of service was
$591.50, after the hospital applied the “Uninsured Discount” given to any patients who lack medical coverage, this left a remaining balance of $which was listed on the initial statement sent to the consumer Our client has advised that on February 16th, Ms*** called the facility to provide her insurance information for billing, at that time the “uninsured discount” was removed from the account and Ms***’s insurance was billed for the total charges of $591.50. Per the client’s contract with the consumer’s insurance, the contractual adjustment of $was applied to the account, leaving a balance of $105.56, which according to the Consumer’s insurance company was applied to her deductible. If the consumer has additional questions about her coverage and her deductible we urge the consumer to refer to the explanation of benefits provided by her insurance company We believe our agent attempted to explain these details to the consumer to the best of his ability. Given the confusing nature of the matter, the consumer requested a supervisor. The supervisor the consumer spoke with should have been able to provide Ms*** information on where she could direct her dispute, however upon review of the call, she did fail to do so, and proper re-training and coaching has been completed for future questions of this nature. At this time we do show that the consumer has paid the balance, however should the consumer still wish to voice any dispute or concerns, she can address her complaint to either of the following placesNPAS, Inc Blankenbaker Pkwy Suite Louisville, KY 40299-Or- Reston Hospital Center P.OBox Richmond, VA We hope this resolves the consumer’s complaint, should anything further be needed, please feel free to contact our office directly

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 account in question was placed with our office on 02/28/2018 by our client, [redacted]...

[redacted].  In reviewing the account the consumer’s online payment in the amount of 225.00 posted to the account on 04.19.2018. If the consumer needs any further assistance please have them contact our office directly. Thank you

We are in receipt of the complaint filed by [redacted] and have thoroughly reviewed this matter.  We again apologize for any confusion or inconvenience experienced by the consumer. The account in question was placed with our office on 11/14/2017 by our client, [redacted]. A request has been made to send a copy of the payment history to the consumer at the address [redacted]. Once the consumer has had the opportunity to review this document and if they have further questions, please have them contact our office directly. Thank you

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 account in
question was placed with our office with NPAS on 03/02/2017 by our client,
[redacted]...

[redacted].  Per review of the account and after
insurance review the balance was determined to be patient responsibility on
09/08/2017. On 11/08/2017, 12/22/2017, 01/17/2018, 02/01/2018 phone call
attempts were made to the consumer at the phone number provided 801-830-5337, a
voice mail was left for a return call each time.  On 02/01/2018 the
consumer’s wife called in stated that she was returning the call that was made
earlier and wanted to inquiry about the account. The consumer’s wife was
advised that the review of the account was completed and the balance was determined
to be patient reasonability after insurance.  The consumer’s wife stated
that she would like a bill and was advised that a request for the itemized bill
which would break down charges would be sent to the consumer’s address. The
consumer’s address and phone number were verified by the spouse to be correct
as listed on the account. On 02/19/2018 the itemized bill was mailed. On
02/23/2018 a follow up call was made to the consumer and a message was left. On
02/27/2018 a letter of final notice was sent to the consumer’s address. With no
response from the consumer the account closed with NPAS. If the consumer needs
further assistance please have them contact our office directly. Thank you.

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 account in question was placed with our office on 12/31/2017 by our client, [redacted]....

We are currently working diligently with our client, to resolve the consumers concern. We are requesting additional time to fully research this matter to reach an acceptable resolution. If the consumer needs assistance identifying this information please have them contact our office directly. 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 account balance was not properly credited.   Outstanding balance was not reduced by the amount of the payment. Attached is a copy of my payment history from the company's website, which does not reflect that the $225.00 payment was properly credited to my balance.  Please note that the payment of $275.39 dated 04/30/18 was a separate payment I made by credit card yesterday, Payment ID [redacted]
Regards,
[redacted]

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.
I have reviewed my phone messages and NONE were left. We have multiple accounts being payed through NPAS with no issues. For some reason this one did not make it to us. I called and talked to them after collections notified us and explained that we did not want to get out of paying any bill, and like all the other bills wanted to make a payment arrangement. Payment is not the issue. Communication is. The individual on the other end of my call was rude and unwilling to listen or help to the point that I filled this complaint. I find it hard to believe that just because NPAS typed in dates that they actually attempted contact. I answer my phone, and return messages. I also pay my bills and do not try to get out of any thing that I owe. I am more than willing to make payments. I find it annoying and unacceptable that this was sent to collections without us being notified. NO I did not receive a call or letter concerning this bill. At the same time this bill was not being payed, we made other payments for Doctors from the same ER visit without issue. When I asked to talk to a supervisor concerning this, I was told that there was no one she could transfer me to. TERRIBLE Customer service. How can I have made and been making multiple other payments, same name, same hospital and just choose not to pay this one? It doesn't work that way. 
Regards,
[redacted]