ComplaintsforUniversity of Texas M.D. Anderson Cancer Center
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Complaint Details
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Initial Complaint
09/27/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I visited MD Anderson on July 12th. This was for 1) a follow-up Mammogram, after one I had at ************** was "inconclusive" due to "dense breast tissue" and, at MD Anderson's suggestion, 2) an ultrasound, for the same diagnostic purpose. Upon making my appointment, a representative called and gave me my client ID, explained the procedures, and told me there was an office that determines patient financial responsibility that would be checking with my insurance (**** ***** **** ******) and letting me know my exact responsibility. After some time, I received a call from a woman named "Patience" from this patient financial responsibility office. She told me that my total patient responsibility would be a $60 co-payment. I double-checked with her and said, "are you sure?" And she confirmed, and so I said that there was no reason not to do both tests, the mammogram and the ultrasound. Imagine my surprise when I received a $963 bill. When I contacted **** *****, I found the mammogram was covered, but the ultrasound was not. Why I was upset and believe MD Anderson should waive this charge: -I did not request the ultrasound, and in fact I did not need it and would not have gotten it had I been warned about the cost. What I could have done is the mammogram, found out the result, and then seen if I needed to push forward. -Patience, the person I spoke with, made ZERO mention of potential charges if I still had a deductible. This office advises patients of their financial responsibility all day! How could they not have it as part of their routine practice to say, "these are the charges we see on our end, but you must check with your insurance regarding any deductible that applies." In fact, I could have gotten pre-authorized in writing for these services. Since then, I had fruitless meetings with a patient advocate and billing representatives. I would like the phone calls with Patience pulled and my charges dispensed. They are engaging in bait and switch.Business response
10/05/2022
Dear Ms. ******
Thank you for your feedback. Our Director of Customer Service has contacted you directly to apologize for the miscommunication and identify a solution to resolve your concerns. A response letter is being routed to you via mail and mychart. Appreciate your time in speaking with us about your account concerns.
Customer response
10/19/2022
[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 spoke with an agent of the business, Demetra (sp?), who adjusted the bill by half. I paid $481.81, my half. As of now, I see no bill left in MyChart, and so I agree, as long as my account remains free of charge.Thank you for your role as mediator.
Cydney ******
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Customer Complaints Summary
8 total complaints in the last 3 years.
2 complaints closed in the last 12 months.