ComplaintsforWake Emergency Physicians, PA

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I overpaid them $912.21. I have been trying to get a refund since beginning of March 2024. They keep telling me they need more time to process this. As of 7/01/24 I still have not received anything.

  Business response

  07/09/2024

  Wake Emergency Physicians, PA (WEPPA) is an emergency department staffing group that uses a third-party billing company to generate the bills and collect payments from the half a million patients WEPPAs providers treat each year. Our billing company tried on multiple occasions to refund the monies paid by the patient above the amount of her bill, but the address that was on file for the patient was no longer valid and the refund checks were returned in the mail or uncashed. This has been going on long enough that we had to report $100 paid by the patient to the State of ************** as unclaimed funds. We learned the patient's new address in March 2024 when she contacted us, but we delayed the repayment of the $912.21 to try and recoup that additional $100 from the State. This would have increased the total refund amount to $1,012.21, but our dialogue with the State has been slower than we had hoped. We apologize that the patient has had to wait this long for her refund and have expedited the $912.21 refund. As soon as we receive back the remaining $100, we will refund that as well, or alternatively, provide the patient with instructions on how to make a claim with the State for these unclaimed funds.

  Customer response

  07/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  05/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  paid my bill for $103.14 to wake emergency physicians and they didn't apply my payment to my account and sent me another bill. the check cleared my bank on 5/13/2024 ,and was deposited by Wake Emergency physicians to their bank . however they must have applied my payment to someone else's account.the name of the supervisor in the cash ****** at Logix Health email is ****************************** rep I spoke with at Logix Health (wake emergency physicians which processes the bills )is "****** M" *****

  Business response

  05/24/2024

  Wake Emergency Physicians, PA (WEPPA) is an emergency department staffing group that utilizes a third-party billing company to generate the bills and collect payments from the half a million patients WEPPAs providers treat each year. Our billing company receives hundreds of payments every day and unfortunately these payments cannot all be processed instantaneously. From our review of the patients account, it appears that she was automatically mailed a statement on May 13, 2024, the same day she made her payment. The payment she did make was not credited to her account until May 21, 2004. It was never incorrectly posted to a different patients account. We understand why it upset the patient to receive a bill for an account already paid and apologize for the inconvenience that this caused her. We have communicated with our billing company about the importance of timely posting payments, but since the statement in this instance was mailed the same day as the payment, we do not believe that even an immediate posting would have prevented this statement from being sent to the patient.

  Customer response

  05/25/2024

   
  Complaint: 21748102
  
  I am rejecting this response because: when I spoke with the rep on 5/20/2024 no payment was posted. the rep at the billing **** said it still showed I owed the money. so obviously it took 8 days to post the payment.  I would like to be sent something stating I have a zero balance now. When I logged into my account on their website it shows nothing not even a zero balance.

  
  
  Sincerely,
  
  *************************

  Business response

  05/28/2024

  We are sending an itemized bill showing zero balance to the patient's home address. Thank you for this opportunity to respond.

  Customer response

  05/31/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. if I do not receive a statement showing a zero balance I will contact the BBB again to complain
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I received a bill on 10/09/23 from this business. It was a final notice for emergency services by the physicians in the emergency department of Wake Emergency Physicians, PA - ********** ********* **************** or ******** and threatening to take the bill to collections. On 07/24/23 I was brought by an ambulance to a local hospital, so it seemed legitimate. However, I was having seizures at the time and dont remember much from that time period. Also I did not receive an initial notice. A phone number was provided. I called to ask if there was an initial notice and learned that their record said there was ONE (1) notice sent previously, in late September, which I did not receive. I then asked for an itemized bill and was told I would be emailed that day with an email, which would verify my identity and I would follow the instructions then get an itemized bill. This phone call was on 10/26. I received an email on 10/27 from ************************* ******************** with a one time message which I verified and then read the message that I was to respond to the first email with the account number on the bill and the date it was sent in order to receive the itemized bill. On 10/30 I replied to ****** email with this request. It is 11/01 after business hours and I have not heard back. On the phone call that happened on 10/26, I was also told that I could prevent my bill from going to collections by paying $10 on it (but I didnt know what I was paying for) or by filing a dispute (but I didnt know what I was disputing.) This method to get an itemized bill makes it very difficult for customers to understand what they are paying for. I hope I get an itemized bill before they send my bill to collections. The method to send one bill before final notice is alarming.

  Business response

  11/07/2023

  Wake Emergency Physicians, PA (WEPPA) is an emergency department staffing group that utilizes a third-party billing company to generate the bills and collect payments from the more than ******* patients WEPPAs providers treat each year.  WEPPA bills each patient separately from the hospital, so every visit to the emergency department will generate two separate bills.  The first WEPPA bill sent to the patient is typically via text message, which is then followed by a mailed statement, and then a second, final mailed statement.  We have recently been informed by our billing company that, due to a software issue that has since been resolved, a small number of patients did not receive anything in the mail prior to the final statement.  The patient appears to be one of those affected individuals.  This is our mistake, and we apologize for the inconvenience.  We understand that our billing company sent the patient the itemized bill she requested on November 3, has already restarted the statement cycle, and has also reached out to the patient directly to answer any questions she may have.  If these actions do not address the patients concerns, we ask that she let us know so we can take additional steps.  

  Customer response

  11/07/2023

   
  Complaint: 20812461
  
  I am rejecting this response because this does not address the difficulty in obtaining an itemized bill; it merely addresses the fact that I did not receive a bill at all before receiving a threat to begin processing to collections. 

  Because I began a formal dispute with this company (through the company's normal process) and their electronic process resulted in an error, they agreed to send me an itemized bill through the mail. I appreciate their work to resolve my particular issue with a resolution that is outside their normal process. Their normal practice is likely resulting in a erroneous bills which customers cannot easily obtain and the company has no incentive to resolve. 

  Sincerely,
  
  ***************************

  Business response

  11/09/2023

  We understand the patients frustration that it took four days after she verified her identity to receive the itemized bill she requested.  These requests are handled in the order that they are received, so it is not possible for the customer service representative who verifies the patients identity to give an estimated turnaround time for when the itemized bill will be delivered.  We will talk with our billing company about ways to set expectations with patients who request these itemized bills in the future. Respectfully, however, we do not agree with the patients statement that our billing process is likely resulting in erroneous bills.  The failure to send the initial paper bill was an error; it did not and does not have an impact on the amount of the bill.   

  Customer response

  11/09/2023

   
  Complaint: 20812461
  
  I am rejecting this response because:
  I had an error in the email I was sent with a one time use verification code and HAVE NOT received an itemized bill yet.
  

  I had successfully used a similar email with a one time verification code that was used simply to tell me how to request an itemized bill (by sending a return email to the email address from whom the one time verification was sent with the date and the account number on the bill). I was told I would get that first email within 24 hours and it was 72. After I responded to that first email I hadnt gotten anything within 6 days (4 business days) and I started a formal dispute to stop my bill from moving to collections. After I started the formal dispute process, a second one time verification code email was sent which opened a webpage that started loading but never timed out. I waited 15 minutes for time out, so I believe an error occurred. Finally the person I started the dispute process with said she mailed me an itemized bill, which I have not received yet. 
  

  From other medical bills, it has been a pretty easy process to receive itemized bills and they have all had errors. This one may not, but how will we ever know?

  Sincerely,
  
  ***************************

• Initial Complaint

  08/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 8/27/2022 I received emergency services by this provider at ******** Hospital in ****,**. The services from 2 other providers on the same date for the same incident were properly filed with ******** and my secondary insurance BCBS. This provider filed my insurance incorrectly with the secondary (BCBS) first and ******** second. BCBS informed then of the error and advised them to resubmit correctly to ******** first. On 5/8/2023 (9 months later) this provider billed me for the full amount of $1,183.00. When I called, they admitted their initial billing error described above and said they would re-submit to ********. I have since followed up on this by making calls to the provider and ********. The provider insists they have filed with ********. I have spoken with ******** three times and they have no record of this claim. I have informed the provider of ********s response. I have verified with the provider that they do have my correct ******** #. The provider insists they have filed with ******** - but records show they have not. Today I called BCBS who likewise confirmed that the provider sent the original bill incorrectly to BCBS and that the provider was informed of their mistake by BCBS. BCBS also checked and verified that ******** shows no claims received from this provider. Considering that the other providers I saw on 8/27/22 have filed correctly and been paid, it is obvious to me that Wake Emergency Physicians PA billing has been and is continuing to fail to properly submit this invoice to ******** and is instead attempting to bill me for the full amount outside of my insurance coverage. ******** has confirmed that this provider does contract with ******** so there is no logical reason why ******** would not pay the claim if it was submitted and received - which has not happened. ******** and BCBS are in agreement that this provider has not submitted this invoice properly. The provider needs to contact me and ******** to resolve.

  Business response

  09/05/2023

  Wake Emergency Physicians, PA (WEPPA) is an emergency department staffing group that utilizes a third-party billing company to generate invoices to and collect payments from the more than ******* patients WEPPAs providers treat each year. We acknowledge, and have previously apologized to the patient for, incorrectly billing ********** Blue Shield for her August 27, 2022 visit.  While we did send her a bill to obtain updated billing information, we respectfully disagree with her assertion that we are attempting to bill her outside of her insurance coverage.  We have billed ******** three separate times for this claim.  The initial bill was sent on January 19, 2023 and was coded as Claim # *************.  The second bill was sent on May 25, 2023 and was coded as Claim # *************.   The third bill was sent on August 31, 2023, and we are still awaiting the Claim ************* ******** has twice rejected the claim, incorrectly in our view, because it is an observation code in the emergency department (the other providers the patient identifies do not necessarily utilize the same billing codes, so this may not be an issue for them).  At any rate, we agree with the patient that the claim is ********s responsibility.  We tried calling her last week and will continue to do so until we are successful per her request.  We will also continue to contact ******** to determine why the claim has repeatedly been rejected. 

  Customer response

  09/05/2023

   
  Complaint: 20548801
  
  I am rejecting this response because:
  I checked again with ******** today (9/5/2023) and once again ******** denies having any such claim from this provider.  ******** checked all dates, including the original date of service 8/27/2022, as well as 5/31/2023 and 8/31/2023 which my understanding are dates that *** NA purportedly re-submitted their claim.  There was NOTHING according to ********.  ******** further stated that the provider has at all times had the ability to call ******** on the Provider Line to discuss this claim but ******** has no record that the provider has ever done so.  When I offered to furnish that # to the provider, ******** stated that they could not give the number to me and that as a contracted provider with ********, *** NA would be well aware of that telephone number.  ******** told me that ******** did not have the ability to initiate a call to the provider on my behalf.  The provider would need to call ********.  I have tried everything in my power to get this resolved.  I even called BCBS on 8/31/2023 to see if they could add any information.  BCBS confirmed that the provider initially erroneously billed BCBS first for this claim rather than ********.  BCBS sent out an EOB to the provider notifying the provider of their mistake.  BCBS confirmed that they saw no evidence of any subsequent claims filed with ******** for this claim and stated that if claims were filed BCBS should be able to see them.  BCBS then offered to call the provider while I was on hold.  BCBS thereafter advised me that the representative they spoke with (****************) stated that *** ** would re-submit the invoice to ********.  As stated above, today (9/5/2023) I contacted ******** and was advised that they still see zero claims for that provider and amount.  I would strongly suggest that the provider contact ******** on the Provider Line referenced by ********.  Today, the *** ** representative ******* assured me that this bill is under review and that there is no worry that it will go to collections or adversely affect my credit.  I sincerely hope that is true because I have excellent credit and will use all legal means to protect that.  However, when I asked for something in writing from *** ** stating there would be no adverse ramifications to me he stated they could not provide that.  So, to summarize, the provider will not share their evidence of submissions or denials associated with claims purportedly sent to ******** nor will they provide me with a statement of the current status of this invoice (under review).  Further, they have asked me to call ********, which I have done multiple times, but they have apparently never called ******** themselves on the direct Provider Line to discuss this matter.  They are a ******** contracted provider and yet they seem to be unable or unwilling to get this routine claim properly submitted or to take the initiative to contact ******** as a contract provider to seek assistance.  I will also point out that whenever ******** receives a claim, they always send an EOB to the patient and the provider whether they pay the claim or not.  It is very curious that (1) I have never received an EOB on this claim from ********, (2) ******** states they have no EOBs associated with this claim, and yet *** ** asserts that they have denials from ******** which they state they cannot show me.  For all of the above reasons I will continue to assert my rights rights as a patient and take all actions necessary to protect myself as a consumer.  *** ** needs to contact ******** as a ******** contracted provider and do its part to straighten a mess it created out.  The hospital and emergency transport associated with the same claim had no difficulty filing with both ******** and BCBS.  The medical service they are billing is a covered service.  What is the problem with this provider?

  Sincerely,
  
  ***********************

  Business response

  09/11/2023

  After receiving the last response from the patient, we reached out to her directly to review the *********supplied claim numbers (cited in our original response) that we received after submitting her claim. It was our impression that the patient intended to follow up with ******** with those claim numbers, but we have not heard from her since this conversation.  We remain committed to working with the patient and obtaining this payment from ********. We encourage her to call the last representative she spoke with if she has any additional questions.  Thank you.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Wake Emergency Physicians sent me a bill for $636, for my son, from April 2021. I provided proof that the bill was paid. I paid it over the phone. My insurance covered $95.40, which left a remainder of $540.60 that I, ************************************ paid in full. I have called, emailed, spoken to people, sent in the proof of payment, and now they sent me a bill for $2088. Again, I have left messages and sent emails, and no one will assist me. They originally charged me for a bill that was paid, now they have added on $1452 for no reason at all. They are trying to take more money from an account that was already paid in full. Account # ***********

  Business response

  03/21/2023

  Wake Emergency Physicians, PA (WEPPA) is an emergency department staffing group that utilizes a third-party billing company to generate the bills and collect payments from the more than ******* patients WEPPAs providers treat each year.  WEPPA bills each patient separately from the hospital, so every visit to the emergency department will generate at least two separate bills (specialists like radiology also bill separately).  After examining the patients billing records and call logs, it appears that she made a payment to the hospital with the intention of having that payment cover both the hospitals bill and WEPPAs bill.  WEPPA is not aware of what the total for the hospital bill was or is, but we have not received a payment of any kind from the hospital, nor is the hospital equipped to redirect payments they receive to WEPPA. Additionally, patients insurance has not made any payment to WEPPA.  Her carrier, ************************ sells policies that often do not offer any emergency department coverage, and we have seen several instances where patients clearly only learned about this coverage gap after receiving a bill for an emergency department visit.  While we do not know the specifics of the patients coverage here, we are sympathetic to patients being placed in such a position and had previously written off $1452 of the patients bill specifically because her carrier was ************************.  It appears that human error at the billing company added this charge back to her account after she called, and we apologize that this happened.  In recognition of the inconvenience that this may have caused the patient we will write off the rest of the bill as well.  

  Customer response

  03/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint.

  I have a question... I want to confirm that Wake Emergency Physicians are going to remove $2,088 from my son ***************************** account, number ***********.

  And in what time frame will it take to be permanently removed? 

  
  Sincerely,
  
  ************************************

  Customer response

  03/23/2023

   
  Complaint: 19623096
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************************

  Business response

  03/24/2023

  Our billing company has confirmed that the write-off was completed on March 20, 2023 and we have asked the billing company to send the patient an itemized billing statement showing the zero balance.

• Initial Complaint

  02/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an outstanding bill with this company for $1.796.32. I paid the bill in full on 2/5/2023 then was debited and additional monthly payment on 2/6/2023. I called back on 2/10 and the payment had still not been posted. When I called back on 2/13 they told me the payment was posted on 2/9. If that had been the case the person I spoke to on 2/10 should have seen the payment and cleared the account. But because of a "technical error" they have debited an additional payment of $42.92 and are stating it will take 4 to 6 weeks to get this refund. The customer service team will not provide me with anyone to file a complaint, he has refused repeatedly to provide a number or email address for this concern. He has stated that I should receive a call back but will not provide documentation to back this up. I can provide the statement as well but am hesitant to upload it because of personal information.

  Business response

  02/15/2023

  Wake Emergency Physicians, P.A. (“WEPPA”) is an emergency department staffing group that utilizes a third-party billing provider to bill patients for services and process payments received.  We have consulted with the billing company and its payment records show that the patient had a recurring payment plan for $42.92 to be paid on the 5th of every month.  When the 5th falls on the weekend, the payment is made on the next business day.  February 5th was a Sunday, which meant that the payment in full the patient made that day could not immediately be posted.  This delay meant that the automatic payment went forward as scheduled on Monday the 6th.  The patient’s payment in full was posted to the account on February 8, while the automatic payment posted on February 9.  The billing company’s phone records indicate that the patient called on February 9 (there is no record of a call on February 10), and it seems likely that this call was made before the automatic payment posted later that day.  Regardless of the timing, however, we agree that the patient should not have to wait 4-6 weeks for his refund and directed the billing company to expedite the payment.  We understand that the refund of the automatic payment was made back to the patient’s credit card earlier today.  Thank you for this opportunity to respond.  

• Initial Complaint

  11/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 9/8/22 I visited the *** After my visit I was repeatedly billed by Wake Physicians **. On 11/2, I paid my bill of $159.46. I continued to receive bills for the same amount from this company. I double-checked my receipts and my HSA account. I have record of it all. When checking on Wake Physicians, PA's website I discovered that when typing in my account number and birth date my account shows that this billed as unpaid. This is clearly a scam to get people to continue to pay this amount over and over again if they are not keeping receipts or paying attention. If I am contacted again with this fake bill, I will proceed with further action.

  Business response

  12/02/2022

  Thank you for the opportunity to respond.  Wake Emergency Physicians, **** (WEPPA) is an emergency department staffing group that provides care to more than ******* patients in central ************** each year.  WEPPA utilizes a third-party billing provider to bill patients for its services and process any payments received.  We have consulted with the billing company and their payment records show that the patients payment was received but due to human error was credited to a different account.  This error has been corrected and the patient has been properly credited for her payment.  We note that there is a record of the patient called the billing company on the same day this complaint was filed, and we do believe this unintentional error would have been discovered and corrected in follow-up to that call.  We apologize for the inconvenience and stress that our error caused.  

• Initial Complaint

  07/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  After receiving a letter from Wake Emergency Physicians that I was being sent to collections after not receiving anything from them beforehand, I called my insurance company to find out why their first bill was not paid. Apparently for some reason they were incapable of filing to the appropriate network , even though everything is printed on my card. This was not my first time using a Wake Med facility , so the information should have also been in their system . Everyone else who billed for their services and the hospital itself figured it out. My wife and I both called to have them refile to the correct address on the card, just as the insurance company informed them. Instead my credit is ruined by their incompetence when they sent incorrect bills to collections. My insurance company ******* Health shows that the bills in question where duplicates that they had already processed. I want my credit reinstated and this bogus collections account closed and taken off my record. This company needs to find another billing company , as after many surgeries at other local hospitals I have not had this problem and everyone was paid promptly.

  Business response

  07/26/2022

  Wake Emergency Physicians, PA ("WEPPA") is an emergency department staffing group that staffs emergency departments in multiple central and eastern North Carolina hospitals.  In order to respond to this complaint, we reached out to the patient to identify the specific visits he made that resulted in the billing and collection actions he is concerned with.  Our records indicate that bills for these visits were sent to the patient, but at the address where patient lived in 2020 (at or around the time when the visits occurred).  Patient correctly notes that there was confusion about the procedure for filing a claim with his insurance company, and we apologize for any misstep that we made.  We have directed our billing company to remove the patient's accounts from collections and will coordinate directly with the patient to settle these accounts.  Thank you for this opportunity to respond.  

  Customer response

  07/26/2022

  
  Complaint: ********
  
  I am rejecting this response because: They were notified several times to refile to appropriate network. One bill of $938.00 went to collections almost right away. The Lady that contacted me was very nice and easy to get along with unlike her billing department. i called my insurance company while she was on the phone and we were told that it was too late to refile to the right address. She called back later with an offer to drop two of the charges if I could pay one and have them removed as soon as possible.. As I feel I was not to blame for this, I was very hesitant, but wanted this cleared from my credit as soon as possible. She transferred me to the billing department, who then tried to charge me for a much higher amount than agreed upon. After saying something to the guy it dropped to $238. I then asked if he was sure that was right and would clear the account. He said he needed to talk to his supervisor. He put me on hold for 15 minutes, before coming back. He said I would have to call back next Friday while they check into the account, and that nothing could be done then. Needless to say, I am extremely irritated. I have made so many attempts to reconcile this with their billing department. Their billing department can not even get straight what their own account manager has done. At this point, I feel I have shown effort time and time again. I think they need to do what is right and do something with the billing department. The reviews do not lie.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  02/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  *************************/WAKE EMERGENCY PHYSICIANS P.A.) did NOT provide me a HIPAA release that releases my medical information to them, therefore by providing such information they are in VIOLATION of my HIPAA rights. I am proceeding with legal action as prescribed by law against the above-named original creditor/collection agency should these items not be deleted within the required time allowed by law. I will seek every legal remedy available to me and file a suit against the credit bureau responsible for reporting this violation. I urge you to take this extremely seriously as I have documented my case without error. I encourage a response from you expeditiously.

  Business response

  03/09/2022

  Business Response /* (1000, 5, 2022/03/01) */ Wake Emergency Physicians, PA ("WEPPA") is an emergency department staffing group that staffs the emergency department in multiple central and eastern North Carolina hospitals. To respond in full to this complaint, we will need the patient to identify the date of her care, as well as the specific emergency department where she was seen (WEPPA sees hundreds of thousands of patients each year, and many patients share the same names). Even without this specific information, however, we can state that each of our hospital partners require a patient to sign a General Consent for Treatment prior to receiving care. WEPPA does not provide the patients treated by its providers with any separate forms to complete, but that is because the General Consents are written to cover both the hospital and WEPPA. Though the language has some minor variations between facilities, these General Consents note that medical care may be provided by individuals who are not employed by the hospital, and specifically authorize the hospital and third-party providers like WEPPA to release the health information necessary for billing and collection purposes. If the patient would provide the specific date (or dates) of her care, we should be able to pull the specific consent that she signed.

• Initial Complaint

  01/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Twice now, this business has sent me to collections for a bill that they refuse to utilize my insurance on. At the time of service, I presented insurance information, months later I recieved a bill from collections. After contacting them, they took my insurance information and now once again, I am being sent to collections. They are irresponsible and are going to permanently damage my credit score because they cannot complete a simple task. After they told me they would remove my account from collections I have been sent back with no resolution or correspondence of any kind from them. Furthermore, this was a surprise medical bill from a 3rd party that did not announce themselves as such during the time of service. They are on the line of breaking the law, if not over it with their ineptitude and grossly negligent billing practices.

  Business response

  02/14/2022

  Business Response /* (1000, 7, 2022/02/08) */ Wake Emergency Physicians, PA ("WEPPA") respectfully disagrees with the patient's complaint that it has refused to bill her insurance. WEPPA is an emergency department staffing group that utilizes a third-party billing company to generate the bills for and collect payments from the more than 400,000 patients WEPPA's providers treat each year. Anytime a patient comes to the emergency department, his or her insurance is collected by the hospital's intake personnel, then provided to WEPPA's billing company with the information necessary to issue a bill. This patient was seen on July 12, 2021. Our records indicate that the initial insurance information that our billing company received was for ******* East, and it billed ******* East on July 21, 2021. ******* East denied payment on July 28, 2021, on the grounds that it was not the patient's primary insurance. Our billing company then sent a bill to the patient to allow her to provide her primary insurance. The billing company received no response and referred the patient's account to our third-party collection agency on November 17, 2021. On December 2, 2021, the patient's husband called our billing company to provide the patient's primary insurance information. We were not party to this call, so we cannot speak to what patient's husband may have been told about a closure of the collections account. Typically, the account is not closed, but is instead put on an "insurance hold" so that the account can be billed. However, in this instance it does not appear that the patient's primary insurer was timely billed. We are investigating the reason for this delay, but sincerely apologize to the patient for this confusion. We have instructed our billing company to take the patient's account back from collections while the primary insurer is billed. Per the patient's request, we will also contact her at the number provided. Consumer Response /* (3000, 9, 2022/02/08) */ WEPPA did in fact refuse to bill primary insurance. We provided the hospital with a primary(*****) and secondary insurance(******* east). The hospital was able to figure out how to bill our insurance properly whereas WEPPA, by their own admission, was given the same information yet was unable to do so. Their billing department has a litany of complaints towards them regarding this exact issue. After being sent to collections the first time we reached out to them to correct whatever issue occurred and spent almost 2 hours on hold, was hung up on once with no return call, and when we eventually did get all the insurance information straightened out, was assured that the problem was corrected and collections would be taken off. Now almost 4 months later, we received our second collections notice for the same bill. WEPPA is irrevocably damaging our credit and refusing to take ownership of their oversight. One need only take a cursory glance at******* reviews, Better Business Bureau complaints, and any other website that allows for reviews to be posted to see that WEPPA has a years long standing tradition of sending people with insurance to collections. The fact that we are still being sent collections notices 7 months after the initial visit and 4 months after correcting the issue the first time in unacceptable. If mine and the dozens of other cases regarding this practice are any indication, maybe 400,000 patients a year is too much for WEPPA to handle. Business Response /* (4000, 11, 2022/02/14) */ We did not receive the patient's primary insurance information from the hospital or it would have been billed before ******* East. Once we did receive the primary insurance information from the patient's husband in December our billing company should have billed that insurer, and that did not promptly happen. The collection account was closed on February 8 and the requests to remove this listing from the patient's credit report were made the same day. We cannot control the speed of these removals but believe that they will be done promptly. We again apologize to the patient for this billing delay.

*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. ↩