ComplaintsforClearBalance HealthCare

• Initial Complaint

  02/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I created an account to pay this off, but then the *********************** ended up paying my bill at the hospital, and this place is saying that I still owe them. I shouldn't have to pay double.

  

  Business response

  02/08/2024

  The ClearBalance Healthcare program is completely voluntary, offering patients the opportunity to pay their outstanding healthcare balances overtime.  As ***** is contesting that they owe the outstanding balance, we will close their ClearBalance account so they may address any Veteran's Affairs payments made directly to the healthcare provider on their behalf.

  If we may offer additional details, or information, we encourage ***** to reach out directly to our ************************* at ************.

  Customer response

  02/12/2024

  
  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,
  
  ***************************
  
   
  

• Initial Complaint

  01/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company took over billing from my hospital, and when trying to set up an online account, I get an error message. When I call the phone number the statement says to call, there is literally no way to speak to a human being. There are ************ to hear my balance and pay by phone. I need to find out why the bill is about $200 higher than I understand it should be. This is a terrible way to do business.

  

  Business response

  01/02/2024

  Dear ******,

  We apologize for any difficulty you have had reaching us.  I did attempt to use the toll-free number on the statement this evening and was able to contact a ClearBalance representative.  With that said, I have submitted a ticket requesting research into the issue you are having and have also forwarded your information to our team to have an outbound call placed to you to assist in resolving your issue.

  I will monitor the situation closely and look forward to your situation being resolved quickly.

• Initial Complaint

  09/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My son was seen at Children's Mercy and we set up an account with ******************** at $66 a month and paid our first payment then our local United way paid the full original amount we owed including the $66 payment we made. Clearbalance decided to keep the $66 payment instead of refunding it to us or to Children's Mercy on our sons account. The only reason we found out that it wasn't applied to his account at Children's Mercy is they sent us a bill for his recent visit that we thought would be covered by the credit we were supposed to have. Clearbalance we can't sign into the account or anything to find out why they kept it bc the account is paid in fill plus $66 (that they wrongfully kept) when my wife called them and verified everything like they asked they refused to talk to her about it!

  

  Business response

  09/07/2023

  ************************ account was returned to Children's Mercy for the outstanding balance on his loan of $261.10, at the request of Children's Mercy.  All payments made by United Way would have been paid directly to Children's Mercy and not to ClearBalance.  If the United Way paid the outstanding balance in full, $327.10, the $66 difference would need to be discussed with Children's Mercy.  ******************** was provided a final statement on his ClearBalance account after the closure in April of 2023; he may, however, request a copy of the final statement on his closed account should he choose to do so.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was hospitalized, and spoke to someone at Eamc ( ******* **)) about clear balance, been with clear balance 1/04/2021 since then never had a problem till now!On 12/04/22 my payment of ****** was not taken out of account, did not know till clear balance sent a texted message and email stated I had a late fee of *****...and January 4 of 2023 I will have to come up with 318.00.I called clear balance 12/19/2022 and teimeka stated I was late and I explained/ how could It be, it's automatic payment removal, so she stated that I was suppose to update, I did update to add the******..they did not take money out...now they are charging me a late fee( which I never had, and will always be on my account) she did tell me she could help, what did I do wrong ..nothing I'm 65 and they clear balance had always gotten paid, people needs to know how they clear balance operates. 12/19/2023

  

  Business response

  12/20/2022

  ******************** contacted our ************************* on December 19, 2022, regarding her failed autopayment on December 4, 2022, which it appears she attempted to adjust on November 29, 2022, but the process was not completed. While late fees are disclosed in the Truth in Lending documentation provided to ******************** prior to her choosing to refinance her outstanding healthcare balance through Pathward, N.A. via the ClearBalance HealthCare program, we do understand that issues arise and did offer to waive the late fee as a courtesy and bring her account current in our call with her on December 19, 2022.

  As we offered to do over the phone on December 19, 2022, we have waived the late fee incurred on ********************' account and have brought her account current as a courtesy.  We are unable to adjust her recurring payment without her authorization and requisite information, but again are happy to assist her if she would like to contact our ************************* at **************** or she may go on-line to myclearbalance.com to update her recurring payment authorization.

  Finally, ClearBalance does not report to any credit bureau agency.  We recognize that was ********************' one requested resolution, and we can assure her there is no reporting by ClearBalance or Pathward with respect to their accounts serviced by ClearBalance.

  We are confident this resolves Ms. ********' concerns and are, again, happy to assist her with updating her recurring payment on her account should she choose to do so.

   
  

• Initial Complaint

  04/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had a hospital balance ************** they said I could make payments to clear balance. I set up monthly b payments and finished paying balance in full.I wrote final payment check paid on full they cashed it then a month later I then get a **** that says all my payments were turned away by bank. This was false they are just trying to get more money. Now they call me and Harrass me. I paid the balance in full and I am not paying them for what they claim as my bank returned payments. They are horrible!!! **** balance

  

  Business response

  04/29/2022

  ***************************** (MT) refinanced their outstanding healthcare balance owed to Renown Health with ********************* via the ClearBalance ("CB") Program on November 29, 2021.  We have responded to MTs inquiries about the outstanding balance, in writing on 3 separate occasions.

  CB received correspondence (written on the 12.29.21 statement) from MT on 1/26/22 stating that the outstanding balance on the account should be $225.00, instead of the $301.37 shown on the statement. MT stated that they made payment on 11/22/21. MT's payment of $25 sent on 11/22/29 was received on 11/29/22 and was applied for the billing cycle ending 11/29/22.

  CB sent a response on 2/2/22 stating that their payment was applied to the billing cycle ending 11/29/22 and that no payment was received in the billing cycle of 11/30/21 to 12/29/21  a late fee of $25.00 was applied. MT was informed that another payment of $25.00 was received on 1/4/22. The *** payment of $36.37 made on 1/20/22 was returned unpaid on 1/24/22. A returned payment notice was mailed to MT on 1/24/22, the account balance and account transaction history were provided.

  CB received correspondence (on the 2/7/22 statement) on 2/28/22 stating that the account was paid in full after a payment of $125.00. A response letter was sent on 3/8/22 confirming that the balance shown on the billing statement was accurate and provided the account transaction history confirming the payment of $125.00,

  CB received correspondence on 3/18/22 stating that the account is considered paid in full since we cashed a check where, paid in full was written on the check. CB responded on 3/30/22 stating that writing, "paid in full" on the check did not constitute payment in full and referred MT to the account disclosures,included with the response, and advised of the account balance.

   

   

• Initial Complaint

  07/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ClearBalance *********** ************************************************************************** I received a letter from ClearBalance July 19 dated July 9, 2021 notifying me of a Data Breach regarding information ClearBalance received from ********************* for a debt that they were holding and which was paid in full in 2020. The letter ClearBalance sent is two pages front and back mostly detailing what I should do because their data base was breached. ClearBalance provided a telephone number to an IDX rep. I contacted that number and was told by IDX that they were not certain why ClearBalance is directing persons receiving the Data Breach letter to IDX to answer questions about ClearBalances data breach, as IDX does not have this information. At this point I am not certain whether the Data Breach letter is a scam. I would like to be contacted by *****************************, Chief Compiance Officer at ClearBalance to get answers to my questions, as she signed the letter. This data breach was not handled with integrity

  

  Business response

  07/30/2021

  We take all customer concernsvery seriously and conducted a follow up inquiry in response to the concernraised by **********************.  We retained IDX to provide two years of identityprotection and credit monitoring services and call center support for allindividuals impacted by the breach.  IDXs Director of the Call CenterManagers and Operations team conducted a thorough review of ****************** and determined that the agent did not follow proper process andprocedure.  The agent was taken off of the phones for coaching and wascoached on call flow, frequently asked questions, and escalationstandards.  IDX also ran through additional exercises and training. IDX also contacted ********************** and she returned the call on July 27,2021.  IDX was able to address her concerns, covering questions she hadabout the incident and the protection service she would be provided byIDX.  IDX also provided additional information on Fraud Alerts and Credit Freezes. IDX also followed up with ********************** by email and provided the direct dialnumber should she have questions or concerns in the future.
  
  We hope that this addresses theconcerns raised by ********************** and underscores our commitment to ourcustomers.

*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. ↩