Complaints

• Initial Complaint

  06/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had a late account payment which was due for collections on June 7th 2023, the following is an email I sent to sipe therapy group in regards to said account . I received a final notice on May 15th 2023 reminding me of the payment that still needed to be made (by June 7th 2023) I made said payment in the total of ****** on June 1st. I received a payment delivered notice via your payment app (Papaya) on the same day. As well as checked my bank account and did confirm that it was received,as funds had been pulled and was posted by June 5th 2023. On Friday june 2nd I received a letter from evergreen collections stating that my account had been sent to collections. I called your office on Monday june 5th to ask why that had happened. I was told it should not have happened because the due date on the bill I received had not yet occurred. I then looked in the app and it said payment declined, while on the phone I asked why it was declined, because it had already cleared my bank. I was told that (Sj) the gal who declined the payment was out of office early that day(Monday June 5th) and that she had just declined the payment that morning.I called today(june 8th) after she (Sj) left a voicemail stating that my payment had been declined and sent to collections. She stated that payment was never received and that it was sent to collections before the due date because I only had 10 days from the posted statement date to make payment when it clearly states on the bill to remit payment within 30 days to avoid collections. So now Ive had ****** taken out of my bank account, a denied payment on the app with no funds returned, or accepted like it should have been, and an account which was prematurely sent to collections and a 50$ office fee tacked on for having it sent to collections before the posted due date on the bill, as well as debt collectors now calling for a bill that has technically been paid.

  Business response

  06/16/2023

  ****** was seen in the clinic 06/21/22 -01/24/2023 and made payments towards her deductible/coinsurance at that time.  Once she was discharged from the clinic she become non responsive until she was sent to collections.  The attached collection letter states she has 10 days from the date of the letter. Collection notice mailed to patient on May 2^nd, and May 30^th patient was sent to collections.   

   

  We had a pretty rough conversation with patient ******************************* from **** regarding her collections status.  Her Papaya payment was declined because she was already sent to EPR.  See notes (below) along with the attachments from ********* (our billing system), but in short she was called 5 times beginning March 29^th until sending her to EPR on May 30^th.  Her official collections notice was sent to her on May 2^nd, so we gave her longer than the 10 days to pay from receiving that notice.  She is claiming that she did not receive any of those and that she apologizes for missing our calls.  I let her know that if we do not get a response via mail or phone, and the bill goes without payment for 3+ statements, it is flagged for collections.  She then told me that she has proof her papaya payment went through and processed through her bank, even though it shows declined on our end I reminded her that her account had already been referred to EPR, but she can send us screenshots if she really believes she paid.  She hung up on SJ. 

   

  ********* 03/29/2023

  Left patient voicemail

  Called patient and left a voicemail notifying her of her past due balance on her account and asked that she would give me a call back. -SJ

   

  04/19/2023

  Patient Voicemail

  Called patient and left her a voicemail about her past due balance, told her to call me back to make a payment. -SJ

   

  05/01/2023

  Collection Notice

  Collection notice to be mailed to patient tomorrow. -SJ

   

  05/15/2023

  Final Contact Attempt

  Left voicemail for patient letting her know that this is our final attempt at reaching her regarding her account that is now in collections status.  I will be submitting to EPR tomorrow pending approval from *******. -SJ

  05/17/023

  Email to Clinic

  Email to ******: Hi ******, Can you confirm with a physician that it is okay to send patient ******************************* to collections for her past due balance of $384.02?  I have made multiple attempts to contact her about her balance and she has been sent 3 statements with no response from her. Please advise. Thank you. -SJ

  05/30/2023

  EPR SENT

  $434.02 sent to EPR for DOS 1/4/23-5/30/23 -SJ

   

  06/05/2023

  Patient phone call

  Patient called for clarification of her declined Papaya payment. Email sent to SJ to reach out to her.

  06/08/2023

  Patient Call

  Patient called back to inquire about her Papaya payment, I let her know it was declined because her account had already been sent to EPR.  She said that she had received no notice of that, I let her know all of the times we notated in her account that we tried to contact her and when we sent letters or statements.  She said "that's great but I didn't receive any of that" and now she is claiming she has confirmation from papaya that her payment was received and deducted from her bank account.  She said "we can figure out the rest on our end"  I said she is welcome to email us screenshots and proof of payment if that is the case, but on my end, ****** shows that payment as declined (because it was sent to EPR already) and no payment has been posted to her account.  She said she will email us and ended the call. -SJ **see attachments 

   

  Thank you,

   

   

   

  *********************************

  Sipe Therapy Group, Inc.

  VP Operations

  P: ***********************

  F: **************

  M:**************

  ***************************************

   

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  Customer response

  06/22/2023

   
  Complaint: 20175122
  
  I am rejecting this response because: proof of payment was provided, payment was made before last date of correspondence that I actually received. Which was for a payment needing to be made by June 7th payment was made and issued, company needs to figure out where money went as its no longer in my account and has not been since payment was made on June 1st.
  
  Sincerely,
  
  *******************************

  Business response

  06/29/2023

  ****** did submit payment via Papaya, but the payment was declined as she was sent to *******************************.

  I would also like it to be noted that the patient received a text message at 3:36pm from *********************************, and  then attempted to make her Papaya payment at  6:15pm on 06/01/2023 which was declined by our office (please see attachments).

  At this time ****** still owes her full balance.

  
  

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