I have had serious problems with the Phelps billing and customer service department. I had a procedure there on 4-14-16. At that time I was asked to pay a $500 deductible. However, my insurance company added my deductible to my doctor's bill, so I was forced to pay the $500 to him. My bill from Phelps was for $412.85, so I am due a refund of $87.15. I called Phelps customer service twice to find out what happened to the $500 I gave them: the first woman I talked to said she would "look into and get back to me" but never did, the second woman called me a liar and actually had the nerve to ask me if I would like to pay my bill over the phone. On 5-18-16 I contacted customer service at my insurance company (UHC) to see if they could recover my money. Misti W. at UHC spoke to Carline and Analise at Phelps who finally found the $500 credit. Analise said I would be issued the $87.15 refund within three weeks. Problem solved right? No, four weeks later I had not received the refund or even an itemized bill. On 6-22-16 I called Phelps customer service again and they had no record of Analise's conversation with Misti W. at UHC and could not locate my $87.15. Iwas given the standard scripted run-around line of "I'll look into and get back to you within a week". Why say this to a customer if you have no intention of looking into it and will never get back to them? On 6-28-16, I contacted Misti W. at UHC again to complain. Misti tried to call Analise but she was "unavailable". It is now 7-5-16, almost three months since my procedure, and I have made no progress in getting this problem resolved. Hard to believe a hospital would go to such lengths to steal $87.15 from a patient. After this experience, I will never set foot in this hospital again.
I have had serious problems with the Phelps billing and customer service department. I had a procedure there on 4-14-16. At that time I was asked to pay a $500 deductible. However, my insurance company added my deductible to my doctor's bill, so I was forced to pay the $500 to him. My bill from Phelps was for $412.85, so I am due a refund of $87.15. I called Phelps customer service twice to find out what happened to the $500 I gave them: the first woman I talked to said she would "look into and get back to me" but never did, the second woman called me a liar and actually had the nerve to ask me if I would like to pay my bill over the phone. On 5-18-16 I contacted customer service at my insurance company (UHC) to see if they could recover my money. Misti W. at UHC spoke to Carline and Analise at Phelps who finally found the $500 credit. Analise said I would be issued the $87.15 refund within three weeks. Problem solved right? No, four weeks later I had not received the refund or even an itemized bill. On 6-22-16 I called Phelps customer service again and they had no record of Analise's conversation with Misti W. at UHC and could not locate my $87.15. Iwas given the standard scripted run-around line of "I'll look into and get back to you within a week". Why say this to a customer if you have no intention of looking into it and will never get back to them? On 6-28-16, I contacted Misti W. at UHC again to complain. Misti tried to call Analise but she was "unavailable". It is now 7-5-16, almost three months since my procedure, and I have made no progress in getting this problem resolved. Hard to believe a hospital would go to such lengths to steal $87.15 from a patient. After this experience, I will never set foot in this hospital again.