ComplaintsforHCA, National Patient Account Services

• Initial Complaint

  11/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a bill with ********* Hospital which was sent to an collection agency, NPAS, I started submitting payment every 2 weeks through my bill pay service with ********* Credit Union. The first payment started on Nov 21, 2022 for $50.00. I forgot about the payment that I had set up when I called the credit union to recall the payment customer service said it was for student loan. I did my research on my bill pay service account to learn it was for ********* Hospital. I called ###-###-#### the customer service said they have no payments it is a bad dept. They referred me to call ********* Hospital customer service said they will need to research. I over paid the $350.00 I need the difference refunded to me. Here are the check numbers for all the payments made: Date: Check number *********** ********** *********** *********** ********** ********** ********** ********** ********** ********** ********** ********** ********* ********** ********* ********** ********** ********** ********** ********** ************** *************** ************** I have one more check but the credit union hasn't record it on the account history. I would appreciate your assistance one I need to show debt paid and refund for the difference. ****** *****

  Business response

  11/20/2023

  We are in receipt of the complaint filed by ******** ***** ********** and have thoroughly reviewed this matter. We apologize for any confusion or inconvenience experienced by the consumer. The account in question was placed with our office on August 17, 2021 by our client, ********* Hospital. However, this account closed from our office on December 16, 2021 and NPAS no longer has information pertaining to this account. We reached out to our client, ********* Hospital, and based on their review, after the account closed from NPAS all checks/payments received were returned or destroy with a letter to the consumer advising that NPAS no longer had the account. If the consumer needs further assistance please have them contact ********* Hospital directly. Thank you

• Initial Complaint

  03/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  13 MAR 2023, This company via US Mail, mislead me to think that I was speaking to some one in my locate area, contacted me under fraudulent pretenses: SEE ATTACHED BILL...

  Business response

  03/20/2023

  We are in receipt of the complaint filed by ******* ******** ****** and have thoroughly reviewed this matter. We apologize for any confusion or inconvenience experienced by the consumer. NPAS, Inc. is contracted with Shoals Hospital to provide billing services. Accordingly, NPAS, Inc. serves as an extension of Shoals Hospital’s business office. The account in question was placed with NPAS, Inc. on March 1, 2023 by Shoals Hospital. Per the request of the consumer on this complaint, NPAS, Inc. has applied a cease and desist on the account and the consumer should not receive further contact regarding this account. If the consumer needs assistance please have them contact NPAS, Inc. directly. Thank you.

• Initial Complaint

  02/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I over paid medical bill therefore as of January 5, 2023 NPAS, Inc has known they need to refund me $424.84 I called 1-10, 23, 27 & 2-3 they keep saying their refund department has not responded to some sort of process

  Business response

  02/10/2023

  We are in receipt of the complaint filed by ***** *******-******** and have thoroughly reviewed this matter.  We apologize for any confusion or inconvenience experienced by the consumer. The account in question was placed with our office on 04/16/2021 by our client, ** **** ********* ******** *****. After reviewing the complaint with our client, they have advised that a refund is in process. If the consumer requires any further assistance, please have them contact ** **** ********* ******** ***** directly. Thank you.

• Initial Complaint

  03/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have received two bills each asking me to pay $15.00 for services dating 10/30/2020 -12/04/2020 at ********* ************** ********. The first time, I sent the $15.00 requested not having read the bill carefully.Now I see they are trying to collect $2003.00 and I do not own that plus they own ME the $15.00 back. I tried to call and found that the account number ********** doesn't even exist. I left a message that they should call me because there was a wait time I did have physical therapy at ********* ** ****** ***** and paid my copay every week. I have proof of that because I paid with a debit bank card. I was told that this is a new "billing" company. They have made a mistake.

  Business response

  03/10/2022

  We are in receipt of the complaint filed by **** ********* and have thoroughly reviewed this matter.  We apologize for any confusion or inconvenience experienced by the consumer. The account in question was placed with our office on 01/10/2022 by our client, ********* ************** ********. At this time the account is reflecting a $0.00 balance. If the consumer needs further assistance please have them contact ********* ************** ******** directly. Thank you.

  Customer response

  03/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** *********
  
  

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• Initial Complaint

  12/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had to get a procedure done at *** **** ********* in ***** **** in April 2021. Since I hadn't met my deductible, I had to pay for the procedure out of pocket. I paid $2634 and was assured that the funds covered everything for the procedure, minus the anesthesiologist and doctor's visit. I received a series of bills that I paid for the doc visit, tissue sample analysis, and anesthesiologist. I then received a bill from NPAS for $634 but was not given any additional information. I called and they told me they couldn't see what the bill was for with the exception of having my doctor's name. They told me to call the facility where the procedure was done since they'd be the one technically issuing the bill. Prior to calling the facility, I called my insurance and an agent went through the process, made some calls, and investigated this charge with me. He instructed me NOT to pay it since the $2634 should have covered it. Fast forward a few months and I'm still receiving this bill. Every time I've called NPAS over the last few months I'm told that they don't know what it's for and to call the facility. As of today, 12/13/21 - I called NPAS and received the same response. I called the facility and was told I have a zero balance and that I should contact the hospital itself (*** **********) where my doctor is housed, since her name is referred. I called and was told I show a zero balance there, too. So - What is this bill for? They are threatening to turn this over to collections but they can't even tell me what this is for. Everything I have for that procedure is at a zero balance so I have taken care of my responsibility.

  Business response

  12/15/2021

  
  We are in receipt of the complaint filed by ***** ******** and have thoroughly reviewed this matter.  We apologize for any confusion or inconvenience experienced by the consumer. The account in question was placed with our office on 06/06/2021 by our client,  ***** ****. A packet has been mailed to the address provided by the patient at the time of service, to provide validity of the debt owed to our client,  ***** ****. If the consumer needs further assistance please have them contact our office directly. Thank you.

• Initial Complaint

  12/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  They called to tell me that I had five accounts with an active balance from my cancer treatments that are still ongoing. However, I only have one account set up and it shows a balance of zero. I have never set up more than one account so there should not be any other accounts nor should there be a balance due. I cannot and will not pay anything that is not in the account that I set up with the hospital that I set up my account with. This seems fraudulent.

  Business response

  12/14/2021

  
  We are in receipt of the complaint filed by ******* **** and have thoroughly reviewed this matter.  We apologize for any confusion or inconvenience experienced by the consumer. The accounts in question were placed with our office on 08/26/2021, 09/09/2021, 09/30/2021, 10/07/2021 and 11/10/2021 by our client, OU Medical Cener. Due to the complainant stating Cease and Desist in their Better Business Bureau complaint, please provide additional clarification on the matter. If the complainant wishes for the Cease and Desist to be upheld; our offices are legally unable to send any documents or communications that have been requested. If the complainant wishes to retract the Cease and Desist our offices will be able to better research and respond to the complaint. At this time would the complainant like the previously mentioned Cease and Desist to stay in place? If the consumer needs further assistance please have them contact our office directly. Thank you.

  Customer response

  12/21/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ****
  
  

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*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. ↩