Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/08/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I created an account to pay this off, but then the *********************** ended up paying my bill at the hospital, and this place is saying that I still owe them. I shouldn't have to pay double.

  

  Business Response

  Date: 02/08/2024

  The ClearBalance Healthcare program is completely voluntary, offering patients the opportunity to pay their outstanding healthcare balances overtime.  As ***** is contesting that they owe the outstanding balance, we will close their ClearBalance account so they may address any Veteran's Affairs payments made directly to the healthcare provider on their behalf.

  If we may offer additional details, or information, we encourage ***** to reach out directly to our ************************* at ************.

  Customer Answer

  Date: 02/12/2024

  
  Better Business Bureau:
  
  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,
  
  ***************************
  
   
  

• Initial Complaint

  Date:01/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company took over billing from my hospital, and when trying to set up an online account, I get an error message. When I call the phone number the statement says to call, there is literally no way to speak to a human being. There are ************ to hear my balance and pay by phone. I need to find out why the bill is about $200 higher than I understand it should be. This is a terrible way to do business.

  

  Business Response

  Date: 01/02/2024

  Dear ******,

  We apologize for any difficulty you have had reaching us.  I did attempt to use the toll-free number on the statement this evening and was able to contact a ClearBalance representative.  With that said, I have submitted a ticket requesting research into the issue you are having and have also forwarded your information to our team to have an outbound call placed to you to assist in resolving your issue.

  I will monitor the situation closely and look forward to your situation being resolved quickly.

• Initial Complaint

  Date:09/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son was seen at Children's Mercy and we set up an account with ******************** at $66 a month and paid our first payment then our local United way paid the full original amount we owed including the $66 payment we made. Clearbalance decided to keep the $66 payment instead of refunding it to us or to Children's Mercy on our sons account. The only reason we found out that it wasn't applied to his account at Children's Mercy is they sent us a bill for his recent visit that we thought would be covered by the credit we were supposed to have. Clearbalance we can't sign into the account or anything to find out why they kept it bc the account is paid in fill plus $66 (that they wrongfully kept) when my wife called them and verified everything like they asked they refused to talk to her about it!

  

  Business Response

  Date: 09/07/2023

  ************************ account was returned to Children's Mercy for the outstanding balance on his loan of $261.10, at the request of Children's Mercy.  All payments made by United Way would have been paid directly to Children's Mercy and not to ClearBalance.  If the United Way paid the outstanding balance in full, $327.10, the $66 difference would need to be discussed with Children's Mercy.  ******************** was provided a final statement on his ClearBalance account after the closure in April of 2023; he may, however, request a copy of the final statement on his closed account should he choose to do so.

• Initial Complaint

  Date:12/19/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was hospitalized, and spoke to someone at Eamc ( ******* **)) about clear balance, been with clear balance 1/04/2021 since then never had a problem till now!On 12/04/22 my payment of ****** was not taken out of account, did not know till clear balance sent a texted message and email stated I had a late fee of *****...and January 4 of 2023 I will have to come up with 318.00.I called clear balance 12/19/2022 and teimeka stated I was late and I explained/ how could It be, it's automatic payment removal, so she stated that I was suppose to update, I did update to add the******..they did not take money out...now they are charging me a late fee( which I never had, and will always be on my account) she did tell me she could help, what did I do wrong ..nothing I'm 65 and they clear balance had always gotten paid, people needs to know how they clear balance operates. 12/19/2023

  

  Business Response

  Date: 12/20/2022

  ******************** contacted our ************************* on December 19, 2022, regarding her failed autopayment on December 4, 2022, which it appears she attempted to adjust on November 29, 2022, but the process was not completed. While late fees are disclosed in the Truth in Lending documentation provided to ******************** prior to her choosing to refinance her outstanding healthcare balance through Pathward, N.A. via the ClearBalance HealthCare program, we do understand that issues arise and did offer to waive the late fee as a courtesy and bring her account current in our call with her on December 19, 2022.

  As we offered to do over the phone on December 19, 2022, we have waived the late fee incurred on ********************' account and have brought her account current as a courtesy.  We are unable to adjust her recurring payment without her authorization and requisite information, but again are happy to assist her if she would like to contact our ************************* at **************** or she may go on-line to myclearbalance.com to update her recurring payment authorization.

  Finally, ClearBalance does not report to any credit bureau agency.  We recognize that was ********************' one requested resolution, and we can assure her there is no reporting by ClearBalance or Pathward with respect to their accounts serviced by ClearBalance.

  We are confident this resolves Ms. ********' concerns and are, again, happy to assist her with updating her recurring payment on her account should she choose to do so.