National Patient Account Services

We are in receipt of the complaint filed by Ms. [redacted]. Our office has taken the time to thoroughly review the complaint and all phone numbers have been removed from both accounts that Ms. [redacted] has placed currently with our office.  We apologize for any inconvenience experienced  by the...

consumer. Phone calls will no longer be made on accounts that are currently placed in our office.

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. [redacted] did in fact contact me and NPAS was able to reach a resolution with [redacted] Medical and not only credited my account the misplaced payments but brought the account to a zero balance.
Regards,
[redacted]

Our office spoke with the cashiering office at the facility today, they are researching the provided canceled check and will update us once they have completed their investigation.  We again apologize for the delay, but we are awaiting the findings from [redacted]...

[redacted]

[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]
  I understand they are trying to work to get these issue resolved. Today I received another bill which I included as an attached documents asking for a payment of $212.04. This date of service has not been filled with [redacted] so I don't know where they are getting these numbers. No claim on this date of service has been filed so how do they know what I owe if my insurance company has not received a claim. I'm letting my CEO with [redacted] know about all the issues with [redacted] I will have to set up a payment arrangement to pay back all the dates of service after they are filled correctly. I have noticed the collections agency of the issues as well. This has been the worst experience I've ever had to deal with and I will no longer use this hospital for my medical care. That's sas to say because I work there. I have spent months trying to get this issue resolved and I'm patiently waiting while they send my accounts to collections. NPAD's response  to my complaint does not satisfy me and gives me no confidence that my issue is being taking seriously.

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 Mr. [redacted]. After receipt of the documentation from Mr. [redacted], we have contacted our client, [redacted] Hospital, 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. The account in question now has a $0.00 balance and a letter confirming the $0.00 balance has been sent to Mr. [redacted]. We again apologize for the confusion. Should the consumer have any further questions or concerns, please feel free to have him contact our office directly.

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.
This is completely false and incorrect. Attached is the letter [redacted] sent to NPAS and myself which clearly states I have ZERO  responsibility. Why cannot you read and accept this letter for what it is? How convenient that the response you get always ends up with me still having some type of balance. I contest this result and demand my account be corrected to reflect a zero balance. 
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]. Contrary to what was in the business response, during the call, the employee asked for the patient's birth certificate a number of times, which is not acceptable. While I find that this proposed course of action would be satisfactory to me, it is important to preserve the accuracy of the facts and document the impropriety of the ask.  I will wait for the business to perform the promised actions and, if and when it does, will consider this complaint resolved. Until that point, I consider this matter pending.
Regards,
[redacted]

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.  I also put the stipulation of not being given the run around on a bill of $400.37.  I have been told that this has been resolved and do not expect to hear anything else of the matter.  If I do receive another bill or the same customer service, I will expect this to be unresolved.
Regards,
[redacted]

We are in receipt of Mr. [redacted]’s follow-up response in regards to this matter.  We  sincerely apologize for any poor customer service Mr. [redacted] received. NPAS continuously strives to ensure all patients are treated with dignity, sensitivity and respect.  This matter has been sent for review by our quality audit department to review the employee’s customer service and actions while handling Mr. [redacted]’s account and any appropriate follow-up will be addressed.  
In regards to Mr. [redacted]’s concerns of the system issue, all statements in question have been re-issued with c[redacted]ected due dates to resolve any improperly marked accounts.   
We again wish to express our most sincere apologies to Mr. [redacted] and should Mr. [redacted] have any further questions or concerns, please feel free to have him contact our office directly. %

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 reason I do not accept this companies response is, they did not address the major issue on hand. The issue was that there customer service representative tried bullying me by saying she was going to just put my account in  final notice and I would be expected to pay the entire amount in full do to her doing that. The company needs to take responsibility for her poor customer service and bullying and intimidating response to me. Because if the company thinks she can get away with that kind of action on a person who is not scared of their words, how many elderly or other people trying to pay their bills and do the c[redacted]ect thing have they bullied into paying large sums of money all at one time they do not have to give and they went hungry for weeks or many other negative actions could be happening due to these actions by them. They need to pull the audio from that conversation and some type of disciple measure needs to be taken for her actions and im sure other representatives are making these same demands to customers.
Also the hospital [redacted] Medical Center in [redacted] Tennessee needs to be offering an answer why they did not contact there patients to let them know their system did not send bills out so you will be receiving a harassing call from NPAS due to their mistake. They just wanted to sweep it under the rug and hopefully no one would notice they didn't receive a bill and that puts patients one month behind in their payments which could send their account into collections and negatively affect their credit score due to [redacted] Hospitals mistake.
Regards,
[redacted]
 
 
 
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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. Our offices have taken all available actions to ensure the phone number provided as a point of contact...

for the complainant is not in our system. If the complainant is receiving calls at another number from our offices they may call our office at [redacted] They may provide the number to a representative to have the number reviewed for removal as well. The complainants claims of harassment and  rude behavior during calls will be investigated by our office. 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 June 16th, 2016, by our client, [redacted] County Community...

Hospital, after their office made attempts to resolve the balance and insurance billing. On June 25th, 2016, the consumer did speak with our office and provided his insurance information and requested to have this billed. We have initiated the  process of billing the insurance for the account in question and will notify the consumer of the outcome once a response is received from the insurance provider.  Should the consumer need anything further, please feel free to contact our office.

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.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
Regards,
[redacted]

We are in receipt of the complaint filed by [redacted] G [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 August 3rd, 2016 by our client, S[redacted]...

[redacted]. A request has been made to our client S[redacted] to have the $20.00 paid by the consumer refunded and the account balance to reflect $0.00 owed. If the consumer needs further assistance please have them contact S[redacted] directly. Thank you.

We are in receipt of the complaint filed C[redacted] by and have thoroughly reviewed this matter.  We apologize for any confusion or inconvenience experienced by the consumer. Unfortunately, we are unable to locate an account with the information provided. Please provide...

additional identifying information for the Consumer’s account. Some items that may be of assistance are account numbers, address statements are being sent to, and the name of the individual listed on the account or statements. If the consumer needs assistance identifying this information please have them contact our office directly. Thank you.

Our client has advised they have located the payment in question and are looking into having the consumer's account corrected, we will provide and additional update once our client has advised the outcome of their efforts.

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 issue has nothing to do with what the "facility" charges. To further illustrate, I have attached four files: [redacted].  The two UHC files show what was billed by [redacted] Hospital and the amounts that are my responsibility.  The two amounts, $847.08 and $63.92, total $911.  The two UHC documents clearly show that the $911 includes the 9.63% New York State surcharges totaling $80.02. The NPAS documents contain the bill sent to me by NPAS.  [redacted].pdf shows a NYS surcharge of $87.73, which is 9.63% of $911.  NPAS should not have included this surcharge, as it had already been included in the $911. The $998.73 billed by NPAS should be $911.  The $87.73 should be refunded to me. Thank you. [redacted]
Regards,
[redacted]

I apologize for my delay in responding to this complaint.  We are in receipt of the complaint filed by Ms. [redacted] and have taken the time to thoroughly review the complaint. March 5, 2015 our office was experiencing much longer than usual hold times due to Inclement Weather in the area causing...

our office to be short staffed. .  We did attempt to notify the consumers of this delay, on the message that played when calling into our office. We apologize for the inconvenience experienced by Ms. [redacted]. At this time I do show that Ms. [redacted] has resolved her account in our office.  Should Ms. [redacted] need anything further, please feel free to contact our office directly.

We are in receipt of the complaint filed on behalf of [redacted]  Our client, [redacted], placed the accounts in question with our office in Mr. [redacted]’s name.  Upon notification of the consumer’s concerns we returned the accounts to our client, [redacted]...

[redacted].  Should the consumer have additional questions or need anything further please have them contact the facility directly.  We hope this resolves the consumer’s complaint.

Our department is continuing the review of the issues provided by the complainant. We ask to please extend the time on this Revdex.com so we may provided the best possible review for the complainant. Thank you.