Complaints

• Initial Complaint

  01/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had imaging done at the ****** facility Nov 20, 2023. At that time, they charged me $346.15 which I paid via my HRA Debit card. They also filed my insurance which paid them also, resulting in an overpayment of $270.73. I have called their ******* number 5 times seeking reimbursement of the over payment. My HRA management company has frozen my HRA account because this overpayment has not been reimbursed. I cannot pay upcoming medical expenses because of Outpatient Diagnostic Center inability to confirm to me or my HRA account that an overpayment has been made and that they will reimburse the overpayment. I have been told a variety of different stories. I spoke to them 1/2/23 (****),, 1/3 (********** 1/18 ****** and her boss ***), 1/23 **** and then 1/29 (*** and her boss *** (same Joy as 1/18). They absolutely refuse to communicate in writing they are going to reimburse the funds. Refund according to them takes 4-8 weeks. Overpayment occured 11/27/23. *** the manager promised to expedite this. It's now 9 weeks. I think this company intends to keep all overpayments as long as possible and make money off money not theirs.In the meantime I am an elderly gentlemen who cannot may his medical bills because his HRA card is frozen.Your help is appreicated.***

  Business response

  01/31/2024

  My apologies for the customer service challenge that you have recently experienced. After speaking with our billing leadership team and third party vendor, we learned that the refund department attempted to refund your HRA card accordingly, but said card declined this refund and a check must be issued and the customer will need to reimburse the **** Check number ******* has been printed and will go out in today's mail. Again, our apologies for the inconvenience that this has caused. 

• Initial Complaint

  01/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a procedure at Outpatient Diagnostic Center (ODC) on 12/02/22. I have confirmed that it was paid in full by my insurance company at the agreed contractual rate since ODC is a preferred provider. ODC billed me for the difference and I paid $42 to keep it from going to collection. United Health Ins has contacted them by letter and phone to advise that this was paid in full and a refund in the amount of $42 is due but they will not refund the money and continue to say it is "under investigation". I have contacted them numerous times and kept meticulous records of our conversation. I am asking for your help in getting a refund in the amount of $42. They did the same thing to a friend of mine who had the same procedure done.

  Business response

  01/26/2024

  I apologize for the customer service challenge that was experienced. According to our corporate leadership team, UHC reprocessed the claim that led to a posting error; therefore, leading to the delay with this refund (as stated in the complaint). Our third-party billing vendor had to enter/open an investigation in order to get the claim reviewed for a refund. We reached out to our third-party billing vendor and requested a rush on this refund. Finally, a credit card return was issued in the amount of $42.00 on 1/25/24 at 2:07:13 PM (see associated attachment and noted Credit Card Return). If you have any further questions, please feel free to reach out to me via email or on my work cell phone at ************. Again, our apologies for the customer service challenge.  

  Customer response

  01/30/2024

  Hello,

  Thank you so much for your help in resolving this matter.  I have been working with them for months with no results so it was very encouraging to receive your email and their response.  I am very glad to hear that they will issue a refund for $42.  Their receipt showed the refund was issued on 01/25/24, but it has not yet been posted to my credit card.  I called the credit card company today and they advised to give it two more days to see if it will post. I will let you know once it is received.

  I am so grateful for your help and all of the prompt replies.  You all have been such a blessing to me!

  Thank you,

  ***********************

   

  Customer response

  01/30/2024

   
  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,
  
  ***********************

  Customer response

  01/31/2024

  Good Morning,

  I am writing to let you know that I received payment in full from Outpatient Diagnostic Imaging today. 

  Thank you so much for your help in resolving this matter.  I worked for over seven months to get this resolved and they finally agreed to pay the day that the BBB contacted them. I am convinced that I would not have received payment without your help.

  Best 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. ↩