Osage Beach Family Dental Clnc

To Whom It May Concern:Regarding the above mentioned complaint and customer [redacted].I have attached her records for your review.Ms. [redacted] has a few things wrong in her statement to you.  [redacted] is a 3rd party financing that approves people based upon whether or not the customer has a...

bank account and a debit card attached to that account.  While she did want to use that company, her debit card is considered a pre-pay card because it is only social security benefits and they would not accept her.  As a courtesy, we agreed to act as if she was, (at a great risk to us should she not pay), and run her card monthly.   In November, her card was declined and we had no working numbers to reach her to discuss this with her.  A representative called our office on 11/7/18 inquiring about a statement she received and that balance was explained to the representative.  The patient was not on that phone call and did not call to make arrangements.  A letter was sent to her November 8th telling her that we needed her to contact us within 5 days to set up arrangements.  She did not.  On November 29th, we did indeed turn her over to [redacted].  On December 11th, the patient called with her representative and explained that her phone number had changed, her debit card had expired, etc and could we make an exception should she continue to make her monthly payments.  If an account is not paid in full, we generally do not remove them from the collection agency.  Although against normal policy, we agreed to do so.  We removed her from the collection agency on December 11th.  She made a payment on December 13th and set up arrangements to have a monthly amount taken off of her card.  She paid the balance in full on January 9th.  After review from your letter, we did confirm that a payment of $55.00  was deducted from her card on February 1st.  As that was on the weekend, we did not receive notification or  we would have happily refunded then.  That error has been corrected as of today.  The Springfield office would not have access to her records as it is done locally at each branch.  She did not attempt to contact the Osage Beach location.As far as her claim that we have not provided itemized billings, we have done so numerous times and is also enclosed in this response.  Her claim that she could not use [redacted] at another office is false.  One, this is not [redacted] where it is like a credit card and can be used nationwide.  This is an office by office offering and it depends upon whether or not another office has signed up to provide this to their patients.  But most importantly, two, she was not on [redacted] at all because of her debit card.This customer is verbally abusive to staff members and the doctor has dismissed her as a patient as of February 3rd.  In summary....She was removed from collections in December.  I do not know what further actions she wants from our office.  The refund was processed today and should show on her card within 72 hours depending upon the rules of her bank.  The itemized bill is attached.  Although it has been mailed to her in the past, I will put another in the mail today.