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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• Initial Complaint

  11/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid $250 to *** ******* Hospital on March 18, 2021 and have my bank statement showing where *** ******* cashed the check. NPAS, Inc is a collection agency trying to collect same payment. I have contacted *** ******* directly and they have no record of me owing them anything. I have sent proof to NPAS several times showing where I have paid this and they are still harassing me with sending me statements saying that I owe this money. i have called and talked with NPAS and they say that they will advise *** *******. Please let me know what you need to have them stop sending me these bills or who I can contact to report them for harassment. I am 91 years old and this has gotten to be ridiculous. I believe this to be a SCAM!!! Thank you for your help. ** ********* ***** ********, my power of Attorney has also tried to get them to stop with no success.

  Business response

  11/04/2021

  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 4/3/2021 by our client, ***** ******* Healthcare.  The consumer’s account is no longer with NPAS, however in order to provide the highest level of customer service and ensure that the consumer’s concerns are addressed, we have sent the documents provided in the consumer’s complaint to our client, ***** ******* Healthcare, and have requested that they be reviewed. If the consumer needs further assistance please have them contact ***** ******* Healthcare. Thank you.
  

  Customer response

  11/16/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Regards,
  
  **** ********

• Initial Complaint

  08/18/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  NPAS has been the worst experience dealing with a billing company. The bill was paid in full, but they claimed they cannot locate the payment. A copy of a check was sent as a proof & confirmed they have received the proof. Yet, they still claim that they cannot locate the payment. All info needed was provided. Still not resolved 3 months later. Impossible to deal with. Amount $1408 Check date: 05/26/2021 Sent the proof of the check (via fax) on 08/02/2021 call to confirm they received the fax on 08/07/2021 Today (08/17/2021) still not resolved

  Business response

  08/20/2021

  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 3/22/21 by our client, *** ******* ********. After review of the account we are working diligently with our client to resolve the consumer’s concern.  We ask for additional time to complete the review.  If the consumer needs further assistance please have them contact our office directly. Thank you. 

• Initial Complaint

  05/18/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This agency refuses to clear a balance for a routine ********* that has already been paid via medical insurance coverage. Services were rendered 11/2019 and in Feb 2020 payment was provided by ****. Despite proof of payment being resent to NPAS Inc, they refused to clear the balance due and close the file. This has been ongoing for over a year. They are not providing any satisfactory information, nor are they trying to resolve, despite payment proof being provided. Numerous calls have resulted in frustration and wasted time. I do not owe this bill. A routine ********* is covered, was coded correctly and has been paid, yet this balance is harassing and remains to this day unresolved - over a year later!

  Business response

  05/19/2021

  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 03/18/21 by our client, ********* ********.  Upon receipt of the consumer’s concern, a review of the account in questions was completed and found that on 04/22/21 the consumers insurance advised that the claim in question was reprocessed and requested to allow 30 days. If the consumer needs further assistance please have them contact our office directly. Thank you.

  Customer response

  05/19/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  The NPAS business response is a complete lie. The claim was paid on 2/14/20 and they were provided proof of payment. There is no further action required on the part of my insurance carrier and NPAS has had months to rectify this. They state the claim was placed with them March 2021 and that too is a lie. I called them in early 2020, they have records of that call and they assured me then that they would resolve the issue. They have had more than ample time to resolve this considering the claim has been paid and proof of payment has been provided. I have been dealing with this since 2020, when I thought it was resolved and now they began contacting me again March 2021 and I’ve been dealing with it all over again. Their response and their lack of resolution is completely unacceptable and other BBB reviews mirror exactly my issue. They need to clear this Balance and close the file immediately! 
  I do not accept their nonsense if needing more time! 
  
  Regards,
  
  ***** *********

*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. ↩