1 Customer Reviews
Review from Michelle M
1 star07/15/2022
Paid a bill online just to be told after receiving the same bill that there was no payment. After numerous phone calls and submitting bank statements to show that the payment was made no acknowledgement even after asking to acknowledge my email twice. Last week I called and was told the balance is indeed actually paid but was never informed by the lady who I send the bank statements to. Today I received a letter from a debt collector, after calling found out that they know the balance was paid but they were told I paid just recently which is a lie I paid 3 month ago. I PAID and made numerous phone calls and emails to prove that I paid and still you billing department send it to a debt collector....what a joke. Don't ever pay online and only pay by check to prove it easier. Shame on you, I am sure there are many people who would just give up with your uncooperative team and pay again. I would give zero stars if I could, thanks for wasting my time to fix YOUR mistake.
Mercy Medical Center Inc. Response
07/22/2022
Better Business Bureau
RE: BBB Customer Review for Mercy Medical Center Inc. (Ref.# *****)
Michelle M***** ----- Account # **********
There were two errors made on Ms. Michelle M*****'s account. The payment was received and posted to the account. It appears that one of our cash posters voided the payment in error. The cash posting manager reviewed this and the issue has been addressed.
The calls that Ms. M***** made were to our outsourcing agency and she talked to several of the representatives. The messages were sent to the new manager of the Mercy Accounts. She was in transition from her position as a representative to a manager. The messages were missed and the issue was not addressed in a timely manner. The outsourcing agency apologized and assured us that they have provided extra coaching and different processes for follow up to ensure something like this isn't missed in the future.
I would like to apologize to Ms. Michelle M***** for the frustration and inconvenience that this caused her. It is Mercy's intent to help all of our patients with their healthcare and with their billing issues. I am truly sorry for the mistakes that were made.
Sincerely,
Edna J******* Mercy Medical Center Collections Manager 301 St. Paul Place Baltimore, MD 21202 ************
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