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ComplaintsforSt. Mary's Medical Center
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Unresolved
On 3/11/2024, I was admitted to the ER at St. Mary's Medical Center. After receiving the bill, both my husband and I paid the bill which means we double-paid St. Mary's Medical Center. We have contacted Account Services (###-###-####) by email starting March 18 and then by phone beginning on March 25 and then again in early April. Each time I was told that it would take a minimum of a week to refund. I have now called again on May 7, 2024 speaking to ***** who told me there was no update on the account so she would contact a Supervisor. Payment 1 using HSA MasterCard *****: Patient Name: **** * ***** Payor ID: *********0 Confirmation Number: ******** Authorization Code: ******* Amount $746.00 Transaction Date: 3/12/2024 Payment 2 using InstaMed Check for my HSA MasterCard *****: Patient Name: **** ***** Routing Number: ********* Account Number: ********1403 Authorization Code: ****** Amount: $746.00 Transaction Date: 3/12/2024Business response
06/07/2024
Received first and second notice on 6/6/2024.
3/15/2024-Patient called our self-pay vendor after realizing she and husband both paid the account balance. Vendor informed patient they would look into but only seeing one payment. Vendor requested copy of bank statement.
3/22/2024-Patient called vendor requesting refund
3/26/2024-Per account note HSA transaction report was received and send for review.
4/1/2024-Patient called vendor for refund, patient was informed it was already reported & to allow 10 business days for resolution.
5/08/2024-Patient called vendor for refund, informed they would contact support line as there was no update on account.
5/08/2024-Vendor sent email to CBO Manager to refund patient.
5/08/2024-Patient refund request was created, tried calling patient to verify address and phone number was disconnected.
6/06/2024-Patient refund request was approved.
Customer response
06/24/2024
We were satisfied with the refund the business said it initiated in early June even though their facts were incorrect. However, it is 6.24.24 and still no refund has been received by mail or electronically by one of the payment methods recently used.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.