Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Portneuf Medical Center asked for payment prior to a major procedure. With my insurance it was noted that my maximum out of pocket was $7K so I obliged and kindly paid this amount prior to the 1/14/25 procedure. PMC put this downpayment into a "Hospital Services" bucket which 5.5 months later still has not completely settled with insurance. In the meantime, they are sitting on my $7K pre-payment. A portion of the bill from 1/14/25 also went to ************************* along with other doctor's appointments that have cleared insurance. Instead of using a portion the $7K I already paid PMC, that money is being held hostage in the "Hospital Services" bucket that is still pending insurance settlement while continuing to send me more billing notifications. Now, it shows my account has been sent to collections even though I have paid my max out of pocket for the year to PMC! This is a very deceptive practice and very poorly managed by the billing department of ***. I reached out to their billing department five times over the last three months concerning this issue and they still allowed it to go to collections while they are still sitting on my full out of pocket amount for the year. That fact that they are expecting me to pay ~$2500 more when I already paid max out of pocket for the year is quite frankly robbery. In hindsight, no patient should ever agree to pay for services ahead of insurance settlement.

  Business Response

  Date: 07/07/2025

  Please reference attached response and timeline provided by ***** ***-*********, Dir., Patient Accounts. Please contact ***** for further questions/concerns. 

  Thank you. 

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23524228
  
  I am rejecting this response because I am still looking for some additional confirmation and want to provide my thoughts on PMC's feedback.   

  I was told by the ***************** Advocate that the unnecessary and unacceptable submission to collections was pulled back after original payment was used to pay outstanding balances.  Please confirm that has been resolved.  I am not convinced since I received an electronics collections notice from Paragon Revenue Group on 30-June.   

  Comments to response also embedded with "CE:"

  1.  Portneuf Medical Center and Portneuf Medical Group as two separate entities and each
  entity sends out statements. In this case, Portneuf Medical Group sent 4 statements
  regarding balance due. Portneuf Medical Group will send accounts to our self-pay
  vendor for collections after 4 statements have been sent to the patient. Portneuf Medical
  Center has not sent the patient any statements while charges are being appealed.

  CE:  If there are two separate entities, why did PMC collect my full out-of-pocket amount for the year and place it in just one of the entities.  This was a misleading mistake by PMC from the start.  From a patient's perspective PMC is a single entity and how they choose to manage it in the background should not be burdened on the patient.  Even after I sent multiple inquires all I received was a generic "please allow us more time" response and no initiative by *** to provide alternatives such as using the full amount I already pre-paid!  

  
  2. Portneuf Medical Center and Portneuf Medical Group do not transfer payments made to
  one entity to another entity without the permission from the patient.

  CE:  Please show me where PMC ever requested my permission to transfer between entities.  From a patient's perspective PMC is a single entity and how they choose to manage it in the background should not be burdened on the patient.  

  
  3. ************************** provides an estimate of payment with information that is
  available on the day of the estimate. The insurance company will apply the deductible
  and out of pocket expenses to any claims as they are processed.

  CE:  If that is the case, why didn't PMC properly allocate the pre-payment across the two entities?  Seems PMC should have known this upfront.

  
  4. Patient expressed on 06/26/25 that the original payment can be used towards his
  balances on PMC and PMG accounts. Payments were transferred.

  CE:  Why did it take the patient recommending it to PMC instead of the other way around?  If I am showing a positive balance and overdue balance at the same time, maybe PMC should be looking at it closer.  

  
  5. Call made to patients insurance company. ***************** told me that the OP
  surgery denied charges are being reviewed but confirmed the patient has satisfied their
  out of pocket expenses and patient responsibility will remain the same as indicated on
  EOB dated 04/29/25. With that information I am issuing a refund of $2,134.75 to the
  patient refund will be applied to the patients **** account.
  

  CE:  I am concerned that this amount is eerily similar to what was sent to collections and what I pre-paid should have been fairly close to what I would end up owning for 1/14/25.  PLEASE confirm that Collections was removed and my prepayment was used to pay the full amount.    

  
  Sincerely,
  
  **** ******

  Business Response

  Date: 07/15/2025

  Thank you for your responses which have been shared with ***** ***-*********. She has attempted to contact you with request to review your account, answer questions, and discuss any further concerns. Please contact ***** at ************** or by email, ***********************************************************. You are welcome to contact me to assist, if needed **************. 

  Thank you. 

  Customer Answer

  Date: 07/15/2025

   
  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.

  Response from PMC indicated:  "Thank you for your responses which have been shared with ***** ***-*********. She has attempted to contact you with request to review your account, answer questions, and discuss any further concerns. Please contact ***** at ************** or by email, ***********************************************************."  Yet, I don't have a single email or voicemail from PMC reflecting any attempt to contact me.  I am also not seeing anything in my call history that would indicate PMC attempted to reach out without leaving a voicemail.  

  In any case, my balance due at PMC is now $0 for all accounts, the noted amount has been refunded, and I receive a letter in the mail from the collection agency stating "The accounts listed below (PMC) have been closed and returned to the creditors indicated.  These accounts have not been reported to any credit bureau".   I believe this resolves my concerns and will consider this closed.  

  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:03/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So there was a long way to the emergency room so I left about 11:30 or so and I get a phone call at 2:30 in the morning saying that they need to send the police to verify I don't have a IV in my arm and when protested about today basically called me a liar saying that they scanned my wristband which they never did all it was triage and that hey police officer need to come verify that I don't have a new alarm this is very unprofessional when I called back they couldn't tell me anything they were basically being Hush Hush over the mouth of the phones basically the most unprofessional place I've ever been and I'll never go back

  Business Response

  Date: 03/20/2025

  Thank you for sharing feedback regarding your recent visit. Our goal is to provide the best care possible. We also take patient privacy very seriously and are unable to share details of patient visits on public sites. The ** is required to follow proper protocols prior to patients being formally discharged.
  
  Please contact us if you have any further questions. Our patient advocate can be reached at **************.

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  THIS HOSPITAL IS A COMPLETE TERROR. HAVING A BABY THERE SHOULD BE A GREAT EXPIERNACE LOL. TRY AGAIN... GETTING TOLD I AM LIAR, GETTING TOLD IT WAS ALL IN MY HEAD, TO STOP BEING A BABY AND GET UP AND DO BETTER. WHAT KIND OF HOSPITAL IS THIS. I WAS SEPTIC AND INSTEAD OF HELPING ME THEY WANTED TO TELL ME I WAS FINE. NO MONEY WILL EVER FIX THE AMOUNT OF DAMAGE THEY DID TO MY FAMILY. I HAVE PTSD, I DIDNT GET A BOND WITH MY BABY, I LOST WEEKS OF WORK DUE TO THIS. NOT TO MENTION HOW SCARED I AM OF DYING BEACUSE WHAT THESE MESS *** DID. GET AHOLD OF YOUR STAFF AND MAKE THEM AWARE WHAT SEPSIS IS.

• Initial Complaint

  Date:05/25/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Yesterday, my wife, *******************************. who is the responsible party (acct no ***********, received a bill in the amount of $9.98 on behalf my daughter. See attachment. My daughter, *************************** (12/31/2010), is the patient. The date of service is 02/16/2024 and the provider is ***************************. My daughter has two insurances - Regence and *************** Both are in-network with the provider at Portneuf Medical Center (PMC) where the service was performed. The procedure code is *****. According to the 2024 ************** Fee Schedule, it says the allowed amount is $13.86. See attachment. ************** is the secondary insurance. PMC received a payment of $13.86 from ************** on 04/11/2024. PMC is trying to make my wife pay the difference between the billed amount and the allowed amount. That difference is $9.98. The allowed amount is set forth contractually between PMC and *************** I believe what PMC is trying to do is illegal as it is against their contractual obligations with *************** For this complaint to satisfactorily be resolved, there should a zero balance, a phone informing me of the zero balance, and an itemized statement mailed to the address on the account reflecting the zero balance.

  Business Response

  Date: 06/03/2024

  June 3, 2024
  
  Better Business Bureau
  
  Complaint issued by:  ***************************
  965 ******** Rd  Apt H
  Pocatello,ID  *****
  Daytime Phone:  ************
  
  Complaint:  Billing/Collection Issues
  
  Patient,***************************, was seen in Portneuf Medical Group. Ear Nose and ****** clinic on 02/16/2024.  Patient is insured by Regence Blue Shield and ********. Regence Blue Shield paid claim on 03/22/2024 leaving a balance of $23.84.  ******** was filed on 03/24/2023.  ******** processed the claim and sent an electronic remittance on 04/09/2024.  This remittance was processed and payment of $13.86 was posted to account.  The electronic remittance from ******** remittance contained two separate payment lines for the date of service.  The first one that processed did not show a contractual of 9.98, only the payment of $13.86 and a balance due of $9.98,which was posted as self-pay.  When the 2nd payment line was processed with a zero pay and contractual of $9.98, the claim in the system had been closed out due to the first payment and the balance of $9.98 was already processed as patient responsibility.  The 2nd payment line errored out because it could not find an open claim that matched the remittance.  Unfortunately, a patient statement was generated and sent on 04/11/2024.  PMCs self-pay department did receive a call from ******************** on 04/12/2024 stating that $9.98 should have been written off. ******************** requested a call back regarding the claim on 04/25/2024. The representative sent claim for review.  The representative did call ******************** back on 04/25/2024 and told him that it was still in review and to call back on 05/10/2024.  ******************** agreed to call back.
  
  Another statement generated on 05/11/2024.  The notes in the history do not indicate that ******************** called back regarding the account.  However, the account was not taken out of self-pay and the contractual was not entered into the account until 05/28/2024. This claims scenario was sent to our customer service department for review for a future solution when ******** sends a correction on an already processed claim.
  
  PMC regrets the inconvenience this has caused ******************** and PMC is working with customer service to put steps in place to hopefully catch accounts that ******** re-processes claims that have been closed in PMC system.
  
  If there is further information needed, please contact me at the number/email below.
  
  Sincerely,
  
  ************************************
  Manager,Client Delivery
  PMC/Ensemble
  *************************************************************
  ************ or ************
  

  Customer Answer

  Date: 06/03/2024

   
  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

  Date:07/05/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pourtneuf medical center has sent me to collections twice over an $81.49 charge.That bill was paid in September 2022.The first time they sent me to collections, I physically brought in proof of my canceled check.They sent me to collections again. I have been calling every day since June 19. Nobody will clear up discharge. I had to send proof of my same canceled check. I believe they are 100% harassing me! And trying to make me pay the bill again. No supervisor has helped. I have been told repeatedly they would call me back. I have documented every bit of my conversation. Thats the second time they sent me to collections.I need help! I dont have time to deal with this, I intentionally have a high credit score. I have worked very hard for it. And its very frustrating.

• Initial Complaint

  Date:05/27/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 22, 2023, I was scheduled for a left shoulder reverse replacement to be done by ***************************, MD. Prior to the surgery, I was to have a nerve block procedure done by ***********************, MD. When ************** came into the room, we talked for a few minutes and then he proceeded to begin with the nerve block. His phone rang which he answered. The first attempt to insert the needle into the correct place, under ultrasound, was unsuccessful. His phone kept ringing during the procedure and it was answered by the nurse present. A second jab with the needle into my neck was also unsuccessful. ************** seemed distracted by the phone calls and my obvious pain and upset with the procedure. He said that he wanted to give me Versed via my IV to calm me down. I dont think the problem was my emotional state but rather his distraction by phone calls and his inability to complete the nerve block. The person who came in to give me the IV medication, ******, then talked with me for a few minutes. ************** never came back into the room. ****** said that he used to do nerve blocks but hadnt done it in a while. So, I said why doesnt he do the block. He did the nerve block with ultrasound and he did it successfully on the first attempt. I never saw or heard from ************** after that. I believe ************** is employed by the Portneuf Medical Center as an anesthesiologist. At this time, I dont know if I will be billed by the doctor or the hospital for the procedure. My major complaint is that ************** was inappropriately more concerned with his phone calls than the outcome of the procedure he was trying to perform. I believe, at least a reprimand, is in order for the doctor that he should turn off his phone when doing a procedure on a patient.

  Business Response

  Date: 06/16/2023

  Thank you for submitting your concerns. Portneuf Medical Centers mission is to provide the best care for our patients and their families. Upon receipt of your complaint, information was shared directly with **************, Anesthesiologist and Chief Medical Officer. ********************** PMC Patient Advocate, also spoke with you directly when you called the hospital to voice concerns.This complaint was received via two channels. Multiple attempts and messages were left for you by ***** with no answer/response. Because of the sensitivity related to healthcare and associated privacy, responses are limited via public websites. Please contact me (*************************** **************), or ********************* **************, with any further concerns.

  Thank you.
  *************************** PMC Administration

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20112948
  
  I am rejecting this response because:
  ********************* said she would call me at a certain time on a certain day but she never did. I was available the entire day that she wanted to contact me. 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the emergency room at Portneuf medical center on March 15, 2023. I went to the ** as I was instructed to by my pulmonologist. While I was there my blood pressure was very very high (146/84), I was in a lot of pain. I was confused with other patients three times, I advised them I needed IV therapy and they ignored that and blew three veins before getting the correct people, I had three EKGs in which time another nurse and other patients walked into the room while I was exposed and ****, I also had a 12 lead to monitor my heart as it was very erratic, and my oxygen kept dropping, I kept complaining of chest pain and difficulty breathing. I never met my nurse until I was handed discharge papers. I was taken for a single CT to rule out having a fourth pulmonary embolism. I saw so many different nurses or hospital personnel that I had no idea who was in charge of me. I had a reaction to something that was put in my IV and I pressed my call button and it was turned off and ignored, and by the very end, the PA *************************** Told me (and I quote) it isnt my job to give you a diagnosis. Its only my job to make sure that youre not dying and as of right now looking at your scans and bloodwork youre not going to die tonight, so youre fine to go home I would suggest losing some weight, dieting and exercise, and that might help relieve some of your issues. Then sent me home having the same chest pain, and difficulty breathing. since my time at portneuf, I have had extreme difficulty getting the referral to a cardiologists that I need and I still have the exact same issues as before but I feel that they are getting worse but the way that I was treated while I was there makes it, so I do not want to ever return unless it is absolutely life-threatening. I feel I was treated extremely poorly, and that my PA assumed that since I am overweight all of my issues are because I am overweight, he never looked at my past medical history.

  Business Response

  Date: 03/31/2023

  Dear Ms. ******************************************** you for submitting your concerns and allowing Portneuf the opportunity to investigate. Portneuf Medical Centers mission is to provide the best care for our patients. Feedback such as yours provides opportunity for improvement and we apologize if the service provided was unsatisfactory. ***********************, ***** ********* Services, has made contact with you regarding this visit and has performed appropriate follow-up. Because of the sensitivity related to healthcare and associated privacy (HIPAA), in-depth responses are limited via public websites. Please contact me (*************************** **************), or ********************* **************, with any further concerns.
  

  Thank you.

  
  *************************** PMC Administration

• Initial Complaint

  Date:02/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My father now deceased needed his insurance claim paperwork to be filled out by the attending physician from the *** so he could make a claim for his death. ************** refused to fill out his form twice and then sent his paperwork to ********************* to his regular physician to fill out. Breaking HIPPA by telling other doctors that he was deceased. Then ****** who said she would help get this completed pretended to not remember anything when I called to follow up with her on this situation. So ironic my father deceased at their facility and the Doctor and staff because difficult to deal with. I was then instructed to go to medical records for my documentation and there they say I need to give them my father's death certificate and court appointed documentation. I will not give them no such documents that contain sensitive information since they cannot keep my father's health history confidential at all. Then the President of the Hospital send me a sympathy card. This is not resolved at all. I don't need a card for the troubles they have caused me.

  Business Response

  Date: 03/07/2023

  Dear ******************,

  
  Thank you for submitting your concerns. We are very sorry for your loss and apologize if the experience related to your fathers documentation process was not satisfactory. Portneuf Medical Centers mission is to provide the best care for our patients and their families. Patient privacy is also top priority. After speaking with *********************, PMC Patient Advocate, I have been informed that individuals at the hospital have taken care of the requirements related to your fathers claim information. This feedback will also be shared with the ***************************  Because of the sensitivity related to healthcare and associated privacy, responses are limited via public websites. Please contact me (*************************** **************), or ********************* **************, with any further concerns. Please also note, sympathy cards are mailed on behalf of our CEO to families who have lost family members at PMC. I apologize as I was not aware what had transpired within other departments in the hospital. Please contact me with any further concerns now or in the future.  

  Thank you.

  *************************** PMC Administration.

• Initial Complaint

  Date:10/28/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I gave birth in May of 2022. At the time, I had two insurances. My primary insurance paid more than my secondary allowed so the secondary didn't pay for the remainder of the claim but there was also no patient responsibility. I called Portneuf on multiple occasions to seek guidance and information on where my claim was with the billing department. My payment date was October the 22nd and I called on the 21st to see if there were any updates and their wasn't any. At the time of my call there was no indication on whether I needed to pay the remaining balance and I would receive a call when a decision was made. On October 25th, I received a call from a collections agency stating they received the case and I needed to pay. On October 28th I called both Portndeuf and the insurance company to discuss the issue as I was being told two different things from both entities. It turns out that Portneuf had neglected to look at the *** due to having the wrong address in the insurance companies system so the information Portneuf was receiving was not accurate. Due to this inconsistency in the hospital system and neglect to inform me that a decision was made about the remaining balance, my credit score is in jeopardy of prohibiting me from making a living for myself and family as we are needing to move and rent/buy a home. I am highly disappointed in this businesses professionalism and lack of knowledge when it comes to agreements they have with the insurance company. I am looking for compensation for the time I have wasted going in circles that have taken me away from work and other responsibilities. I also am looking for this to be taken from the claims company so it does not negatively effect my credit score.

• Initial Complaint

  Date:09/01/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 7, 9, 14, 16, 21, 23, 28, and 30 of this year, my daughter *************************** received therapy at Portneuf Therapy Center, part of Portneuf Medical Center (***). ********** of ***** is our primary insurance, and ***** ******** is the secondary insurance. Both are in-network with ***. Both are accepted by ***. On August 16th, I noticed at mychart.portneuf.org that it showed an outstanding balance of $611.88 for the therapies. On August 23rd, I received the bill in the mail. The account/guarantor number is *************. I called the *** customer service number at ************** several times requesting that they reach out to ***** ******** as I have never received a bill from them for previous therapy visits. I believed it was an error. Every time I called customer service, the representative said that they could not reach out to ***** ********. The representative also said that they couldn't give me more detailed information about what was denied. The bill isn't useful as it doesn't have a breakdown by service date. It just gives information using a range from June 7th to June 30th. On August 30th, I got a call from ***** ******** (it's contractor is Gainwell Technologies) at **************. The representative said that *** balanced billed me and that *** should have written off the balance because it was submitted and accepted by ***** ********. I was also told that ***** ******** reached out to *** at the end of last week about balance billing.I request that you change your policies and procedures to allow your customer service agents (or designated others) to reach out to insurance companies at the request of the responsible parties when the responsible party believes there is an error. I request that you change the balance to zero as ***** ******** said that you balance billed me. I don't want to see this problem happening again in future bills (July, August, etc.) for the same therapy by the same provider.