ComplaintsforDigestive Disease Associates

• Initial Complaint

  03/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Services were provided in April of 2022. We mailed an HSA debit card payment when we received a bill the first time. They sent another. We called and they claimed they never received the payment and we mailed it back in with HSA debit card payment. On September 15, 2022 they took $1166.85 from our HSA account.On September 16, 2022 they took another $1166.85 from our HSA account. We called in October to understand what happened. They said they made a mistake and would refund us via mail, to expect it in November or December. In January, we had still not received the refund, called and was told the refund shows as approved and it takes 9 weeks so we should receive it any day now. We have started to receive bills from them stating we still have a $15.02 balance. We called again in February to understand how we could have a balance when they owe us $1166.85. Was told we do not need to pay this and it will be subtracted from the amount that they owe us and claim to have already sent a check for. As of today, March 4th, six months since they double charged us, we STILL do not have the refund. If this were the other way around and we refused to pay a bill, we would have tons of late fees and been sent to a collections agency. Every time we call we get a run around and still no resolution, no refund.

  Business response

  05/03/2023

  Due to processing delays in September, we did in fact process both statements for the patient within a day of each other.  Unfortunately, the team that processes payments does not have visibility into the patient’s account – this process has since been changed with an account viewing team running and posting credit card payments in real time.  Due to staffing issues in our accounts payable department, we encountered a delay in refunds processing.  We have resolved this staffing issue and have been able to resume timely processing of patient refunds.  At this time, the patient has been refunded.  We apologize for any inconvenience and delay in the resolution of this matter.

  ****** ******, MBA, CPC
  Director Of Revenue Cycle Management

  Customer response

  05/03/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ****** *******
  

• Initial Complaint

  05/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have availed medical service from RGAL Digestive Disease Associates and my account number is ******. I have paid total due amount but still this service provider sent due notice for the amount of $150 which was already paid. On 09/14/2020, I paid some of the due $150 (confirmation # ******) but still got same amount in next statement on 10/01/2020. So I talked to billing department and provided them confirmation number to resolve the discrepancy. Irrespective of the explanation I kept getting due notice with this amount included and called billing department multiple times and explained about the discrepancy. On Jan 28 2021, I still got another due notice with this discrepancy amount of $150 and on Feb 15, 2021 I mailed payment proofs with an explanation letter to the Philadelphia address. So recently on Apr 04, 2022 I got a letter from Choice Recovery Collections (Account # *********) and they said I need to pay this amount of $150 in a month. So I visited Wyomissing office and showed them the proofs and also sent these proofs in an email to billing department. I did not get any response even after multiple remainders. I called so many times so far on this matter and few times I got a chance to talk to billing department, some times left voice mails and some times call disconnected automatically after waiting for a long time but issue is not resolved still. As due date is approached, I paid again amount $150 to collections which was already paid to health care provider on Sep 15 2020. Here I am attaching proofs to consider

  Business response

  06/27/2022

  I have reviewed the attached complaint and while I wish there was an easy explanation I am afraid there simply isn’t. The patient did make payment via the IVR but that payment was somehow not linked to her account and posted elsewhere. It has been located and a refund of $150.00 issued to the patient.
  
  Thanks,
  
  Sarah A*****, CPC
  
  VICE PRESIDENT, REVENUE CYCLE MANAGEMENT

*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. ↩