Total Health Enterprise

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]

Dear Ms [redacted] , We are very sorry to hear that you have concerns with your recent interactions at SCA Credit Services, IncWe take all patient concerns very seriously and use all feedback in our continuous improvement effortsSpecifically, you shared that you had difficulty receiving a detailed statement of your charges and payment history, and you are concerned about the legality of SCA providing collection services for Carilion Clinic and felt the staff member you spoke to at SCA was rudePlease allow me to elaborate: Detailed billing statements contain protected health informationWe take patient privacy extremely serious and do require written permission for the release of those statementsWe understand this can be inconvenient, and we are sorry if this appeared as an obstacle to you in receiving the statementWe are committed to protecting all our patients' privacy and hope you understand and forgive us for asking that you take the extra steps to receive that statementOur organization is dedicated to serving and improving the health of our community in an ethical mannerWe follow current IRS rules and regulations for charitable hospitals that own different types of external businesses including collection agenciesWe strive to not only meet, but exceed our patients' expectationsPlease accept our apology if you felt we did not do that in your interaction with usWe want your next interaction to be exceptional and hope we will be able to keep you in our Carilion Clinic familyWe sincerely thank you for giving us this opportunity to review your concerns and make improvements for the futureShould you need any further assistance please feel free to call us at [redacted] One of our patient advocates will be happy to assist youSincerely, SCA Credit Services, Inc

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] ***

I have reviewed the response offer 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. I will get wit h them in person & I want details of each & every charge, as well as them never calling anyone, other than an automated recording, which after answering has a delay then an automated response, I only found out about their number by Googling it onlineIf an actual person called, perhaps people would talk to them, instead of something like one of many scams, I like most people if I am called from a number & try to call it back, & it doesnt accept incoming calls, that is usually the definition of spoofing & a scam callTry calling with real people & from a number people can call back & talk to someone you may be amazed at your successIt has all the characteristics of a scammer, a recording, will not accept return calls, typical of a scam & shouldnt expect a response, or anything Regards,
*** ***

An SCA Representative did attempt to contact the employee in regards to a personal business matter at the place of employment. The SCA Representative did not give the information about the purpose of the call due to federal laws prohibiting SCA Credit Services from disclosing the
nature of any call except to the called partyWe understand now that this employer does not wish us to contact this employee on the job and we have removed this phone number from our records

I have investigated your complaint. Upon contacting our client, Carilion Clinic, it was discovered that they applied part of your payment with check #*** for $to the wrong account. I have asked them to transfer $to SCA to pay out the two accounts in question. Please
consider these accounts paid in full.#*** * ***
*** * ***I apologize in the delay for getting this corrected. We checked with our client back in August when you brought this to our attention. There was some confusion at that time due to the way your total payment was posted. Sincerely Yours,*** ***SCA Managercc: Revdex.com of Western VirginiaTHIS COMMUNICATION IS FROM A DEBT COLLECTOR

Our client, *** Clinic, has placed different accounts with SCA that total $2, I have confirmed with *** that your financial application was in a pending status as of Novof due to documents they had not received *** mailed a letter to you on Nov18th and
another letter on Nov25, informing you your application was pending and they needed to receive your 401K statement to be able to complete their review The requested documents were never received by ***.According to ***, you have days from the date you submit your financial application to provide all documents needed for review Since this did not happen you will need to start the process all over and reapply to be considered for financial assistance SCA will be glad to put your accounts on hold for days to allow to you time to reapply for financial assistance If you qualify for any type of assistance your accounts will be adjusted accordingly.Our client has supplied a link that you can access to begin the application process. h***Sincerely Yours,*** ***SCA Manager***
cc: Revdex.com of Western Virginia THIS COMMUNICATION IS FROM A DEBT COLLECTOR

Dear Ms. [redacted]Currently you have two accounts at SCA:  1. [redacted] in the amount of $24.01 ($23 principle and $1.01 accrued interest.  This account listed at SCA on 11/28/14.2. [redacted] in the amount of $265.85 ($250 principle and $15.85 accrued interest.  This account listed at SCA...

on 12/26/14. Several letters have been mailed and we tried to contact you by phone in February, April, June and July of 2015.  You called our office in Nov. 2015 stating these were on your credit.  We went over the accounts with you and you refused payment.  You contacted SCA again on Jan. 28th, 2016 refusing to pay and stating [redacted] was responsible. SCA informed you, per our client, these services were denied by the ** due to “not a medical emergency.”  You contacted our office again Feb. 8th, 2016 wanting to know why the amounts were more.  We tried to explain to you that the principle balance is the same; however, the accounts are accruing interest on the unpaid principle balance.At this time I have had the interest completely removed from your accounts.  Your total account balances are $23 and $250 for a combined total of $273.  We will be glad to work with you on a payment plan to get these resolved.  If you have questions as to why your insurance didn’t pay, you will need to contact the **.  Please contact me directly if you have further questions.Sincerely Yours,[redacted]SCA Manager[redacted]cc:  Revdex.com of Western VirginiaTHIS COMMUNICATION IS FROM A DEBT COLLECTOR

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]

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]

Dear Mr. [redacted],SCA never received the dispute letter you mailed.   Detail bills have been mailed to you to validate the debt.  We have put these accounts on hold until they can be resolved.  Once you receive the information you requested if you have questions please feel free to...

contact me directly at ###-###-####.  I apologize for the frustration this has caused you.Sincerely Yours,[redacted]SCA Manager

RE:  ID #[redacted]Dear Mr. [redacted],The account in question listed with SCA on 8/1/17.  The address we have was supplied by our client, [redacted] Hospital.  We have mailed 3 letters to:  [redacted]  [redacted].  We have had no return mail for this...

address.SCA contacted you by phone on the morning of 9/27/17 at 9:17am.  We discussed this account with you and at that time and you stated you could not pay because you were at work.  We called again on 11/14/17 and left a message on your voice mail at 9:57am.  You returned our call at 10:41am and explained to us that you thought you had paid this in July and you were going to speak with the client and call us back.  We never received a call back from you.  I have requested a detail bill and a signed contract from [redacted] Hospital.  When I receive that information I will forward it to you at the [redacted] address.   In the meantime, I have flagged your account to report as disputed with Transunion and Equifax until this gets resolved.  When this account is paid in full it will be completely removed from your credit file.  If you have further questions please contact me directly.Sincerely Yours,[redacted]SCA Manager[redacted]cc:  Revdex.com of Western VirginiaTHIS COMMUNICATION IS FROM A DEBT COLLECTOR

You currently have 5 accounts with SCA that total $483.67.  Four accounts listed in Oct.  2016 and (1) listed in Aug. 2014.  Our records indicate that SCA has mailed 5 letters to you over the span of a couple of years.  We have attempted to contact you by phone numerous times....

  At times there was no answer and at times we left a message for a return call.  You have to call back using the phone number left in the voice message not the number that shows on your phone.  If the accounts remain unpaid after 120 days from the list date, they are reported to your credit file.  You mention (3) accounts in your complaint.  I do not know which (3) you are referencing since you have a total of (5) accounts.  However, if you will contact me by phone I will be more than happy to work with you on a payment plan to get these cleared up.  As the individual accounts get paid off they are completely removed from your credit file.  If you are able to pay the principle balances in full I will drop all accrued interest.Please feel free to contact me as soon as possible.  I look forward to hearing from you.  I can go over the accounts with you and also verify the address and phone number we have for you are correct.Sincerely Yours,[redacted]SCA Manager[redacted]

These are all completely false statements, which from what I read about this company is not all surprising. I still have not received any information from this company. I again demand this be removed from my credit reports immediately as required by law!

Dear Ms. [redacted], We are very sorry to hear that you have concerns with your recent interactions at SCA Credit Services, Inc. We take all patient concerns very seriously and use all feedback in our continuous improvement efforts. Specifically, you shared that you had difficulty receiving a detailed...

statement of your charges and payment history, and you are concerned about the legality of SCA providing collection services for Carilion Clinic and felt the staff member you spoke to at SCA was rude. Please allow me to elaborate: Detailed billing statements contain protected health information. We take patient privacy extremely serious and do require written permission for the release of those statements. We understand this can be inconvenient, and we are sorry if this appeared as an obstacle to you in receiving the statement. We are committed to protecting all our patients' privacy and hope you understand and forgive us for asking that you take the extra steps to receive that statement. Our organization is dedicated to serving and improving the health of our community in an ethical manner. We follow current IRS rules and regulations for charitable hospitals that own different types of external businesses including collection agencies. We strive to not only meet, but exceed our patients' expectations. Please accept our apology if you felt we did not do that in your interaction with us. We want your next interaction to be exceptional and hope we will be able to keep you in our Carilion Clinic family. We sincerely thank you for giving us this opportunity to review your concerns and make improvements for the future. Should you need any further assistance please feel free to call us at [redacted]. One of our patient advocates will be happy to assist you. Sincerely, SCA Credit Services, Inc.