ComplaintsforOrthoBanc, LLC

• Initial Complaint

  04/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I’m setup on autopay with Orthobanc and they have sent me emails for the last past 4 months and I have been call pediatric for assistance with this and they told me to contact my bank. I called and they are not even showing the attempt. I called customer service and spoke to ***** who told me she don’t have an employee ID. She stated they she only seen one card and they have been charging the same card. On my online account it shows a different card. She went back to January and said the were charging my card ending in **** each month. I went in and see they are charging a card ending in ****. I advised I’m going online and making a payment and it’s going through the same date something isn’t right and there is something with the online showing me one payment and she is seeing another. I being charged $25 each declined attempt and I think this is being done to charge me extra. I want a review of my account I want details of the payments I want the call listened to with ***** and I want to be issue some credits for this.

  Business response

  04/26/2024

  Below are the notes of the account review. "RP" stands for Responsible Party, referring to the account holder, Mrs. ******. We have also attached the signed agreement from the RP.

  10/12/23- Contract esigned with primary payment method ********** ending in **** and secondary payment method ********** ****.
  11/26/23- The November payment attempted on the primary payment method on file (MC ****) and declined. As per the signed agreement, a redraft was setup for 2 weeks later, using the secondary MC **** on 12/12/23.
  12/12/23- The second attempt of the payment failed as well, but the failed fee of $25 cleared.
  1/23/24- ********** ending in **** was added to the RP’s wallet on the online portal, but it was not marked as the primary payment method. It was only added for online payments. A $200.00 payment was submitted with this card, which covered the failed November payment.
  1/26/24- The January payment attempted on the primary payment method on file (MC ****) and declined. As per the signed agreement, a redraft was setup for 2 weeks later, using the secondary MC **** on 2/12/24.
  2/12/24- The second attempt of the payment failed as well, but the failed fee of $25 cleared.
  2/22/24- A $250.00 payment was submitted with MC ****, which would have covered the failed January payment, but this online payment failed for the $198.00. $52.00 of that payment did clear.
  2/26/24- The January payment attempted on the primary payment method on file (MC ****) and declined. As per the signed agreement, a redraft was setup for 2 weeks later, using the secondary MC **** on 3/12/24.
  3/12/24- The redraft of the February payment cleared along with the $25 failed fee.
  3/12-24- ********** ending in **** was marked as the primary payment method at 12:42pm EST then 30 seconds later, MC **** was set as the primary payment method.
  3/26/24- The March payment attempted on the primary payment method on file (MC ****) and declined. As per the signed agreement, a redraft was setup for 2 weeks later, using the MC **** on 3/12/24.  There was no longer a secondary payment method on file.
  4/22/24- ********** ending in **** was marked as the primary payment method.
  4/25/24- ********** ending in **** (new expiration date provided) was marked as the primary payment method. The prior MC **** with the invalid expiration date was removed by the RP.
  4/25/24- This was the 1st contact from the RP was made since the account was started. This call will be reviewed for Quality Assurance and training purposes.
  4/26/24- The April payment attempted on the primary payment method on file (MC ****, old expiration date) and declined. As per the signed agreement, a redraft was setup for 2 weeks later, using the MC **** (new expiration date) on 4/12/24.  

  Actions Taken:
  Removed the pending fee for 5/12 and refunding the 2/12/24, 3/12/24, and 4/12/24 fees, totaling $75.00. These are all the fees that were accrued since the 1st time the RP updated the payment method on the portal on 1/23/24.
  OrthoBanc did not and would not intentionally cause these payments to fail. Our goal is to assist in making the payments to ******** Pediatric Dentistry and Orthodontics. Every date where a payment failed on the dates listed above, OrthoBanc attempted to contract the RP via phone call and email at the information Mrs. ****** verified in her complaint. No response was received, so we continued to draft on the payment method that was supplied to us.
  Please note, when updating the payment method on the portal, make sure to mark it as primary if that is the one you want to use for recurring payments. If you ever need assistance, we’re happy to help! You can call, text, email, and live chat with us Monday-Friday. Text and email work over the weekend as well, we will respond within 24-48 business hours.
  Currently, MC **** with the updated expiration date is the only card on file. The failed April payment is set to redraft 5/12/24 with no fee. After that, your regular payment will draft on 5/26/24. Please note, if you need to make any changes, we need 3 business days notice to guarantee those changes.
  The 3 fees that were refunded will process Monday, 4/29/24, but your bank may take 3-5 before you can see them in your account.

• Initial Complaint

  11/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Called the company about 5-6. One lady keeps answering my calls and won’t let me speak to anyone else. She keeps saying there is no manger available so I have to just go off what she says. I’m just asking for a payment to be reversed and they want to offer me a credit. I don’t want a credit. How’s a credit going to get my account out of the negative? They’re saying a check can take up to 8 weeks how is that?

  Business response

  11/14/2023

  We received a signed contract to begin recurring payments on 11/12/23. On 11/9/23, the Responsible Party (RP) submitted an online payment for $156.67. This was processed on the following business day, 11/10/23, and her recurring payment begin on 11/12/23 as per the signed agreement.

  On the page where the RP submitted the payment, it states "The payment is separate from your payment schedule and does not affect your regularly scheduled payments. The payment will be processed at the beginning of the next business day" (see attached screenshot).

  Unfortunately, the RP advised that one of the payments may decline. If it fails, we are unable to refund it. If she now believes that both payments will clear, we can call the bank with her then I can authorize a refund for this time only. This is outside of our normal procedure as OrthoBanc did draft both of these payments as agreed, but I will authorize this refund as a courtesy.

  If OrthoBanc is able to complete the bank call and refund the payment, this only takes 3-5 business days once the refund is created. I'm unsure who told the RP it would be 8 weeks, but that information is not correct.

  If the RP chooses not to complete the bank call with one of our agents, she also has the option to dispute the transaction with her bank. For this option, she will need to verify with her bank as to how quickly she will see the funds back.

  Customer response

  11/15/2023

   
  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

  04/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To Whom it may concern: I, ****** ******* used ****** ****** * ******, located on **** ************ ***** ********* ** ***** for Orthodontist service regarding braces for my Son (******* ******* : Patient ******* : Date of birth *********) and Daughter (***** *******: Patient ******* : Date of birth *********) on 8/18/2022. Under our contract agreement i was to pay $4500 per patient in which my insurance company paid $2000 per patient. The remaining balance of $2500 per patient was agreed that I pay $1500 up front per patient. While the remaining $1000 per patient would be paid in monthly payments of $41.67. The Treatment was for 24 months coinciding with the 24 months it would take to finish the payments. On January 18th 2023 Both Patients were scheduled for an appointment with the Orthodontist to which upon arrival the receptionist acted confused as to our arrival and were unable to find our information to which they finally informed us that there was no Orthodontist available and we were to be rescheduled to return two months later March 18th 2023. The receptionist explained that they will inform us about rescheduling prior to the rescheduled date for the nearest Orthodontist availability. As the date loomed closer my wife ******* ***** called the office inquiring about the Orthodontist as one wasn't in house. Calling once every two weeks first claiming the Orthodontist was booked for the remainder of February and was told to call back the beginning of March to schedule appointments. Throughout the month repeatedly told they would call us and at the end of March was finally told the Orthodontist resigned and there was no plan to hire another Orthodontist. When inquiring about facilities nearby to finish the procedure, was told the nearest facility was over 2 hours away to which We are unable to make the distance. As a result we asked for our money back so that we can finish the procedure near by but Orthobanc said they never received the Down payment.

  Business response

  04/03/2023

  Mr. *******, 

  I'm very sorry to hear about your experience with the orthodontist. However, OrthoBanc is a 3rd party payment processor and we have no control over treatment or appointments. The down payment you made was done so at ****** ******, so OrthoBanc never processed the transaction for these funds. 

  We did process 5 transactions of $41.67 each beginning 9/19/2022 thru 1/19/2023. The account was closed on 1/27/2023, so no further transactions will occur. The was was deposited with ****** ******, so OrthoBanc does not have the funds. If they are unable to issue a refund, you could contact your financial institution to file a dispute.

  I will reach out to ****** ****** on your behalf to see if they can offer a solution for you. Unfortunately, this is not something that OrthoBanc caused nor can we correct, but we will advocate for you as much as possible. 

• Initial Complaint

  12/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 11/22/22 I email OrthoBanc requesting my direct deposit be stop due to my unexpected hardship. I am now homeless. At the time, I only had $7 to my name. On 11/26/22 my checking account was drafted for $283. I contacted Orthobanc while this transaction was pending. I was apologize to and told that this transaction would be reversed. Its been four days, the payment was paid my my bank and I incurred a $35 over draft fee. I am sick. I cry all day. I sleep in my car. I feel so bad. I could have use my last $5 to eat and left $2 to keep my account in good standing. Now I owe my bank. My rental home was sold and new owner served me with an Eviction notice. At no fault of my own. I contacted all my creditors. Being in good standing, I was able to get some payment relief for this month. However Orthobanc and the representative who handled my case did not care about me or my situation. I demand a refund and I expect this company to pay my Overdraft fees. If I don't make a deposit, am additional $15 will be added. My account is setup for Overdraft protection however this does not give Orthobanc to take advantage of me during this difficult time. Please help me *******

  Business response

  12/02/2022

  I would like to start by saying how truly, deeply sorry I am to hear of what all you are going through. Furthermore, I am even more sorry that the agent failed to understand your request to not draft. OrthoBanc does own our mistakes, and we move swiftly to correct them when we make one.

  I have issued a refund for the 11/26/22 transaction. While typically these process on the following business day, I forced the refund to process today. The file is being sent as I type this. It will now be up to your bank as to how quickly they post it to your account.

  As for any overdraft fees this may have caused, we will make good on them. This does require a call to the bank with you. We did attempt to call you today to complete that as well, but did not get an answer. Please call us when it is convenient for you to get this take care of. We will handle this as quickly and painlessly as possible.

  Again, I am very sorry to any added stress this error has made, but we are working quickly to get it corrected asap.

• Initial Complaint

  09/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was referred to Orthobanc by my orthodontist. Since joining this service, I have been charged a $25 fee for insufficient funds when funds are available. I have experienced this with my HSA card and debit card. Each time, finds are available yet I'm being charged a failure fee, and most times this occurs on the same day. I am seeking a full refund for the four-$25 fees incurred this year.

  Business response

  09/14/2022

  If the bank or HSA company is declining payments in error, OrthoBanc will be more than happy to review the fees. If something is occurring out of your control, we are always happy to help.

  As per the signed agreement, anytime a payment fails, the account is assessed a $25 failed transaction fee. The fee along with a reattempt of the payment will occur  approximately 2 weeks later.

  The 1st failed payment was on 12/19/21. It was reattempted with the fee on 1/5/22. The responsible party then texted on 1/7/22, and setup an arrangement to redraft that payment on 1/10/22. We waived our fee as a courtesy.

  On 4/19/22, the payment declined, and it reattempted with the fee on 5/5/22. The payment failed again, but the fee cleared. The responsible party did not respond to our communications. This left the April payment marked as unpaid, beginning a communication to be sent out every 10 days until arrangements were made.

  On 6/19/22, the payment declined, and it reattempted with the fee on 7/5/22. Both the payment and the fee cleared. 

  On 7/19/22, the payment declined, and it reattempted with the fee on 8/5/22. The payment failed again, but the fee cleared. The responsible party did not respond to our communications. This left the July payment marked as unpaid, beginning a communication to be sent out every 10 days until arrangements were made.

  On 8/2/22, the orthodontist office called on behalf the responsible party to change the draft date from the 19th to the 26th.

  On 8/26/22, the payment declined, and it reattempted with the fee on 9/12/22. Both the payment and the fee cleared. 

  On 9/7/22, the responsible party submitted an online payment of $120.00 and updated the payment method. The payment was automatically applied to the oldest past due payment: April.

  On 9/13/22, the orthodontist office reported an in house payment of $118.00, covering the July payment.

  The responsible party also called OrthoBanc on 9/13/22, the first communication from her since 1/7/22, asking about the failed fees. Our agent explained the process, asking if the HSA card was suspended, pending substantiation of transactions, and even offered to call the HSA company with the responsible party in order to investigate and possibly refund the fees, if she were unduly charged. If the HSA company confirms funds were available, we would be happy to refund the fees.

  The responsible party declined calling her HSA to verify the funds were available. She ended the call, stating she would file a complaint with the BBB.

  As stated before, OrthoBanc is more than happy to assist, but the HSA company decline the transactions using the code "insufficient funds". Even in the case of delayed funding or the card is suspended pending receipts, OrthoBanc would be more than happy to remove the fees. If something is occurring outside of the responsible party's control, we will not penalize for it.

  The responsible party simply needs to allow us to call her HSA with her in order to see why the payment was repeated declined by them. We can, and have, removed 1 fee per account as a courtesy. Anything more than that requires an investigation.

*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. ↩