ComplaintsforKeyBridge Medical Revenue Care

• Initial Complaint

  06/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  [BBB Transcription via Ohio AG]

  I felt this lady kind of rude, she talked in a polite tone but the things she said were offensive. She said **
  not able to make less than 250( she would have to get it approved it meeting in the middle at 170). I told
  her all I can afford to do is $50, she then said well you will be paying on that for a long time, that is a low
  amount, very low. I found that very offensive, she should not be able to say that. She said even if I pay
  $50 monthly, she cant guarantee that it will keep my account in good standing which I think should be
  illegal. If Im making an effort it should still keep it in good standing but I guess not.
  
  

  

  Business response

  06/18/2024

  We have read the complaint and conducted an internal investigation which did include a review of the call recording.  KeyBridge does apologize for any use of language during the call that did not aid in the overall patient experience.  It is always our objective to work with consumers to reach an amicable resolution in a respectful manner.  Our agents do work within a payment structure based on balance and do require supervisor approval to go outside of that matrix. We have forwarded the file over to the floor supervisor for further review to determine if a lower plan can be arranged. The agent who handled the call was always coached.  As requested,we have flagged the records as disputed. Once a determination of minimum payment has been made to keep the account in good standing, someone from our office follow up with the consumer. Financial assistance may also be a solution we could recommend to the consumer.
  Sincerely,
  KeyBridge 

  Customer response

  06/19/2024

   
  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

  04/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  harassing / repeated phone calls from KeyBridge Medical Revenue Care and I have no defaulted medical bills ************

  

  Business response

  04/11/2024

  KeyBridge has reviewed the complaint and completed their investigation.  The telephone number was inadvertently assigned to a record in our database by our client.  When the owner of the telephone number contacted us directly on April 4, 2024, and notified us that we had a wrong number, our system of record was updated immediately.  The telephone number was removed, and no further calls will be placed.  We appreciate this error being brought to our attention.  

  Sincerely,

  KeyBridge 

• Initial Complaint

  03/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a collections letter in the mail yesterday which stated it was a legal action request. Over 6-7 months ago I called Keybridge and requested an itemized bill showing what every charge is and i was told they would mail this information to me. I never received the information the promised to give me.

  

  Business response

  03/15/2024

  KeyBridge has reviewed the complaint and conducted an investigation.  Our system of record does reflect that we received your communication in October 2023 requesting more details. The agent assigned to your account did reply, but apparently you did not receive the itemized statements. We’re in the process of regathering the detailed records. Once we have completed our review, we will mail these documents directly to your home address. We anticipate this should be completed in the next two weeks. If the consumer has any follow-up questions regarding our investigation or our response to this complaint, our telephone number is ************.  Our hours of operation are Monday through Thursday 8am to 6pm and Friday 8am to 5pm.
  Sincerely,
  KeyBridge 

• Initial Complaint

  03/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am not liable for this debt with *************************. I do not have a contract with ********** Medical Revenue, they did not provide me with contract.

  Customer response

  03/04/2024

  All I have is the bottom half of the bill

  

  Business response

  03/20/2024

  KeyBridge has reviewed the complaint and conducted an investigation.  We contacted the original creditor who has substantiated the debt. KeyBridge has a contract and business associate agreement with the original creditor which explains our involvement. A copy of the verification along with documentation to support the account will be mailed to the consumer.  KeyBridge also verified the data for the account we submitted to the credit reporting agencies was accurate and within the scope of compliance pertaining to the FCRA.  Once the account is paid in full, the tradeline will be deleted.
  Sincerely,
  KeyBridge
  

• Initial Complaint

  02/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to dispute the validity and accuracy of a collection account that has been reported by your agency to the credit bureaus. This letter is a formal request for you to investigate the item under the guidelines set forth by the Fair Credit Reporting Act (****), as the reported collection account has had a negative impact on my credit report.ACCOUNT NUMBER: ***************** According to the ***** Section 611(a)(1)(A), you are required to conduct a reasonable investigation of disputed information upon receiving notice of a dispute from the consumer. I am exercising my rights under this section and requesting that you provide verification of this debt, including but not limited to:PROMEDICA PHYSICIANS GROUP-EPI - AMOUNT CLAIMING I OWE - $2,183 Documentation proving that I am indeed responsible for this debt.Please note that I am entitled to receive this information under the ***** and failure to provide it within the required time frame could result in legal action. As per Section 611(a)(7), you are obligated to complete your investigation within 30 days of receiving this dispute letter.Furthermore, if you are unable to provide verification of this debt, I demand that you cease all collection efforts and remove the negative reporting from all credit reporting agencies as required by Section 623(a)(3).I expect full compliance with the **** regulations regarding this matter. Any further collection activities or reporting of this disputed account to the credit bureaus without proper verification will be considered a violation of federal law, and I will not hesitate to pursue legal action to protect my rights.Please provide written confirmation that you have received this dispute letter and that you are initiating an investigation into the matter. You may reach me at [Your Phone Number] or [Your Email Address] to discuss any further details or to provide updates on your investigation.

  

  Business response

  03/06/2024

  KeyBridge has reviewed the complaint and conducted an investigation.  The scope of our investigation included complete collaboration with the original creditor client, analysis of detailed records, examination of treatment consent and insurance billing, and a thorough review of our internal processes and procedures for data submitted to the credit reporting agencies.   In conclusion, we have confirmed that the debt is valid.  A copy of the verification and documentation supporting the debt will be mailed directly to the consumers address.  KeyBridge also confirmed through our reasonable investigation that the data we submitted to the Equifax,Transunion and Experian fully complied with regulatory requirements under the FCRA.   Once the debt is paid, the tradeline will be deleted. If the consumer has any follow-up questions regarding our investigation or our response to this complaint, our telephone number is ************.  Our hours of operation are Monday through Thursday 8am to 6pm and Friday 8am to 5pm.
  Sincerely,
  KeyBridge 

• Initial Complaint

  09/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have no idea what their call was about. Refused to even tell me the topic without me sharing my personal information first which I refused to do. If they really had business with me then they can at least tell me the general area of what it was about before I give my DOB, address, etc. I never even received email mail communication from them. It’s just a phone call asking for my personal information first. Sounds very much like a scam.

  

  Business response

  09/20/2023

   KeyBridge has reviewed the complaint and conducted an investigation.  Our system of record does reflect an attempt to communicate with the consumer.  Because of federal laws that regulate our industry and to protect the privacy of the consumer, we do require verification of the called party before we can disclose the purpose of our call.  We apologize for the inconvenience. Our attempts to communicate is not a scam and is a private matter for the consumer. KeyBridge did attempt to mail notice of our reason to communicate, but unfortunately we had an outdated address.  We have recently resent the notice.   KeyBridge has removed the consumer’s phone number and flagged the record to cease all further communications.  If the consumer wishes to contact KeyBridge, she may do so by calling ***-***-**** Monday through Thursday 8am to 6pm and Friday 8am to 5pm.
  
  Sincerely,
  KeyBridge 

  Customer response

  09/20/2023

  
  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

  06/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I tried to pay a bill that was sent to keybridge and they refused to take my payment as I was not the one that had the service. I was asking for no medical information just trying to pay my daughters bill who is in college and they refused. Can’t report to credit company when I tried to pay it and ***** the supervisor refused payment. After I had social, and all info they would need to pay the bill. This is not against hippa guidelines as I was asking no medical information

  

  Business response

  06/26/2023

  KeyBridge has reviewed the complaint.   KeyBridge is regulated by the FTC and the CFPB. We are strictly prohibited by law from disclosing, discussing or acknowledging any private details for any person(s) that may or may not be in our system or record.   The following link to the CFPB will provide additional education and insight. ***************************************************************

  KeyBridge is empathetic to the situation and understand the frustration.  However, without direct release, we cannot assist any third party in any communication.
  

  Sincerely,
  KeyBridge 

• Initial Complaint

  06/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Acct ******* - Keybridge sent me a collection notice with an amount but no explanation. I work 2 jobs so I cannot call during business hours so I emailed requesting information. I left my email address but no response. I emailed about a week later and no response. And again this week and no response. They threaten if you don’t response or pay in 5 days etc etc but they don’t respond at all. I’m not going to pay something with no explanation as to what it is for. Also they already tried to take money from me that was for a bill that was paid in full so I don’t trust they know what they’re doing.

  

  Business response

  06/28/2023

   KeyBridge has reviewed the complaint and completed our investigation.  KeyBridge does acknowledge the dispute and can confirm we did receive the consumer’s email communication.  We are in the process of investigating which includes direct cooperation with the original creditor.  Once our investigation is complete, KeyBridge will mail a copy of the verification to the consumer. This will provide more details. Our records do show the initial validation notice was mailed out on March 12, 2023 which gave specific details regarding the account.  Our system of record also reflects 2 online payments made towards the account.
  
  Sincerely,
  KeyBridge 

  Customer response

  06/29/2023

   
  Complaint: ********
  
  I am rejecting this response because:  there was not specific detail provided in March
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  06/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 6-17-2023 I made an online payment to Keybridge in the amount of $1500. Thus brought my account balance to just a little over $400. Then on SUNDAY 6-18-2023, Keybridge report a collection account to all 3 credit bureaus stating I had a balance of $1,910 which was not correct. If they are going to report on Sundays, I feel they should deduct the payment I made on Saturday. The other thing is, I was only aware of this account being sent to them for less than 3 weeks. Keybridge is a company that is out to ruin peoples credit and that’s a fact!

  

  Business response

  06/27/2023

   KeyBridge has reviewed the complaint and completed out investigation.  Our review of the timeline of events show data for our monthly furnish to the credit reporting agencies was pulled through Friday, June 16, 2023 and submitted on our next business day, June 19, 2023.  A payment was posted in our system of record on the afternoon of June 19, 2023, post file submission. A secondary payment was posted on June 21, 2023.  We are sending notification through e-Oscar to have the collection tradeline removed.  A copy of the deletion will be mailed directly to the consumer.  
  
  Sincerely,
  KeyBridge 

• Initial Complaint

  03/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am not liable for this debt with ORTHOPEDIC INSTITUTE OF PA and do not have a contract with KEY BRIDGE Account #************* They do not provide me with a validation of the debt.

  

  Business response

  03/24/2023

  KeyBridge conducted a detailed investigation regarding the claims the consumer is not liable for the debt.  We notified the original creditor of the dispute and requested documentation to substantiate the charges.  On March 23, 2023, the creditor confirmed the outstanding debt is owed and the consumer is liable for the charges.  Verification of the debt with supporting documentation was mailed to the consumer.  We have updated our system of record to reflect the debt is in dispute. On March 30, 2023, the National Credit Reporting Agencies (Experian, Equifax, and Transunion) will execute a new policy that removes all medical collection tradelines that are not a minimum of $500.00.  If the consumer has any questions regarding our response, they may contact the KeyBridge compliance officer directly at ************.

  Sincerely,

  KeyBridge 

*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. ↩