ComplaintsforRetina Associates of Orange County

• Initial Complaint

  08/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I pay my bills online United Healthcare through my associated *** account managed by *********** I never had a problem with this method. I paid my bill of $199.36 to Retina Associates of Orange County for Medical Claim # DW70313532 on 5/22/2023. This was for my visit on 5/11/2023. The Rally Pay Confirmation # is 1052023AFBA3. For questions, it says please call **************. This reference number ************ was included in the *** transaction. I received a bill dated 6/6/2023 and 7/6/2023 from Retina Associates for the same amount. Apparently, Retina Associates is unable to locate the payment or link it to my account. I spent 4 hours on phone calls in mid July between Retina Associates and United Healthcare. United Healthcare said that Retina Associates received a Virtual Payment from Optum Pay and wanted them to call ************** if they needed further assistance. Retina Associates did not want to call United Healthcare. Instead they asked me to mail a proof of payment which I did on the same day. I received another bill dated 8/7/2023 from Retina Associates asking me for the same amount and threatening to start collection proceedings in 30 days if I did not pay. It seems that I have 2 choices now. 1) Pay this bill twice or several times until Retina Associates confirms that they have received my payment. 2) Retina Associates starts collection proceedings and ruin my credit history. I am reaching out to you to help me resolve this billing issues and to STOP Retina Associates from starting the collection proceedings.

  Business response

  08/16/2023

  I spoke with the client who filed the complaint. After listening to his concerns, we investigated this matter further. We looked at all of our accounts and confirmed that no payment was received from our end. 
  I spoke with the client again this morning, and he said he confirmed with the *** account that the payment was REVERSED back to his account on 7/14/23. He paid the remaining balance with his credit card over the phone today, and the problem has been resolved. 

  Customer response

  08/16/2023

  
  Better Business Bureau:
  

  A representative from Retina Associates of Orange County called me on the afternoon of Monday 8/14.  He asked me to call ********** to get as much information as possible from them to locate the payment.  I called ********** on Wednesday 8/16 in the morning.

  Here is what I have been told:

  a) ********** faxed Virtual Card information to Retina Associates of Orange County on 5/22, 6/1 and 6/12.

  b) Retina Associates of Orange County never cashed the payment.

  c) Virtual Card expired on 6/21.

  d) ********** mailed Retina Associates of Orange County a paper check on 6/21.

  e) Retina Associates of Orange County did not cash the check until 7/11.

  f) ********** put a stop payment on the paper check on 7/11.

  g) ********** credited my HSA account on 7/17.

  Notes:

  a) It seems that ********** may be using a third party to make those payments.

  b) It also seems that Retina Associates of Orange County may be using a third party for handle their billing.

  c) I still do not have my July statement from ********** to see the credit transaction on 7/17.

  I called Retina Associates of Orange County after I talked to ********** and made a payment of my full balance of $199.36 with my HSA credit card.

  I will not speculate on what has happened in this case.  However, it is obvious that there are 2 victims here.  The first one is ***************** and his assistant who do a superb job for their patients.  The second one is myself since I do pay my bills on time yet I have been threatened with collection procedures that can ruin my credit history for **** years.

  Having said all this, I have reviewed the response made by the Retina Associated of Orange County in reference to complaint ID ********, and I consider this case to be closed as far as I am concerned.

  Thank you Better Business Bureau for your immediate attention and help.

  Regards,
  
  *********************
  
   
  

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