Complaints

This profile includes complaints for CarePayment's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

CarePayment has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  CarePayment

  9600 SW Nimbus Ave Ste 260 Beaverton, OR 97008-7386

  
• 

  CarePayment

  103 Continental Pl Ste 430 Brentwood, TN 37027

  

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:05/08/2023

  Type:Billing 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 keep getting a bill from Care Payment without a date and description of the alleged charges. I have received statements from every health care provider that I have recently seen, plus the amount "owed" does not match up with any of the other statements I received, making me believe this is a scam. Every statement has a date and a small description of the service, scams do not.

  Business Response

  Date: 05/18/2023

  *******************
  ************** E
  ****************************************
  
  05/18/2023
  
  ACCOUNT: *******************
  
  Dear *******************,
  
  Thank you for providing ** with an opportunity to address your concerns. CarePayment (in conjunction with business associates and health care providers) makes available a payment program allowing patients to pay their balance due over an extended period of time. A person who elects to accept an offer for a CarePayment account *** elect to close the CarePayment account at any time. ********************** is not a collection agency,nor does it furnish account histories to consumer reporting agencies.
  
  This option was offered in partnership with **************** Systems, an offer that was detailed in a Welcome Kit first sent to your home address on February 1, 2023. This Welcome Kit also included the name of your healthcare provider, your patient account number as assigned by the healthcare provider, and your date of service.
  
  Each CarePayment monthly statement provided includes different ways to contact **, including our customer service phone number.Similarly, both our website, CarePayment.com, as well as our member portal,member.carepayment.com, display our contact information. We also provide contact information to address questions or discrepancies via physical mail, or you *** message ** directly through the member portal. As described, this offer is completely optional, and can be cancelled at any time.
  
  Please contact **************** Systems at ************ - option 2, for more information concerning the service and treatment provided. Should you have any additional questions concerning CarePayment, please contact CarePayment at ************ or by writing ** at CarePayment, *************************************************************************
  
  Thank you for the opportunity to address these concerns.  If we can be of further assistance, please do not hesitate to contact **.
  
  Sincerely,
  
  ***************************
  CarePayment Compliance

• Initial Complaint

  Date:03/30/2023

  Type:Product 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.

  02/19/2022 er visit to Trihealth ************** hosp. **********, ****.I recieved a phone call from carepayment in march 2022 about the amount of $ ******* from the er visit. i told the lady I can afford ***** a month she said that wasn't good enough i had to pay at least ***** a month. when the carepayment pay statement came I set up payments from my bank to carepayment ***** every to weeks. as of February 2023 i owed around ****** my health insurance reprocessed the claim in 2022 and paid for my entire er visit Feb 2023. I have a credit with Carepayment which they now owe me $ ********. I never was notified my Carepament of my credit. I called carepayment 3/10/2023 inquiring my refund. I was first told the funds are being held until trihealth contact the to release the funds. I called trihealth 3/17/2023. trihealth said they don't have to contact carepayment to release the funds. carepayment can see if i owe trihealth any money. i called back to carepayment 3/17/2023 then was told the check is in the mail. 3/24/2023 I called carepayment i was told the check will be mailed on the April 4th. I demanded a supervisor i got ***** .. ***** called back 3/27/2023 told me he exepedited my refund and the check was maild 3/27/2023.

  Business Response

  Date: 04/18/2023

  Please see attached response. 

• Initial Complaint

  Date:03/08/2023

  Type:Billing 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.

  Am a retired person with only social security and applying for medical assistance Care payment sent me a bill with no interest which i accepted. however was not aware that they charge 25 fee if late. i dont always have funds available on time so the balance keeps growing. pls I want to opt out of this program. I was told no interest but no mention of any fees. i cant pay it like that. Appreciate any help in this matter to stop the fees at least thank you

  Business Response

  Date: 03/16/2023

  *********************
  116 *************
  ********************************
  
  3/16/2023
  
  ACCOUNT: 0007000680013010776
  
  Dear *********************,
  
  Thank you for providing us with an opportunity to address your concerns. We apologize for any confusion regarding the CarePayment program you *** have experienced.
  
  CarePayment (in conjunction with business associates and health care providers) makes available a payment program allowing patients to pay their balance due over an extended period of time. A person who elects to accept an offer for a CarePayment account *** elect to close the CarePayment account at any time. CarePayment is not a collection agency, nor does it furnish account histories to consumer reporting agencies.
  
  This option was offered in partnership with ****************,an offer that was detailed in a Welcome Kit first sent to you on August 23, 2022.This offer was accepted per your enrolling payment of $25.00 made to CarePayment on October 23, 2022. This Welcome Kit, as well as each monthly statement, outlines CarePayments Late Fee Policy, advising that: Once your Account has been activated, CarePayment *** assess a Late Payment Fee if you do not pay at least the amount indicated on your statement as the Minimum Due minus any outstanding Late Payment Fees or Returned Payment Fees, on or before the Payment Due Date. Payments received after 5:00 p.m. Central Time *** be credited to your account the next business day. If a Late Payment Fee is assessed due to a late or partial payment, the next months statement will include the Late Payment Fee as part of that months Minimum Payment Due.
  
  Our records show you called and spoke to our **************** team on February 1, 2023, to inquire about late fees assessed to your account. At that time, we explained CarePayments late fee policy, our 3-day grace ******* waived the Late Fee from your account, and reminded you of the upcoming $50.00 payment that was due February 19, 2023.
  
  As you have requested, your CarePayment account has been closed and your remaining balance of $113.00 has been returned to ****************.
  
  Please direct all further inquiries regarding your balance to **************** at ************. Should you have any additional questions concerning CarePayment, please contact CarePayment at ************ or by writing us at CarePayment, *************************************************************************
  
  Thank you for the opportunity to address these concerns.  If we can be of further assistance, please do not hesitate to contact us.
  
  Sincerely,
  
  ***************************
  CarePayment Compliance

• Initial Complaint

  Date:03/07/2023

  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.

  The bill in question is due to an accident that occurred at school. We were told the school would cover all medical expenses and were never asked for our insurance information. A year later we started receiving bills from ****** medical for the *** The hospital has billed us repeatedly for this visit, and we've sent the school's insurance information countless times. Then I get a bill from Care Payment having never set up an account with them. Despite having all of my information on file, Care Payment will not allow a profile to be set up because they do not believe I have the correct date of birth and they want me to send them a copy (front and back) of my driver's license. When I asked why, I was told, "We can't tell you that for privacy purposes". This is a total scam. They already have information that I never gave them or the *** They're not getting anymore. This is the school's insurance provider's responsibility.

  Business Response

  Date: 03/15/2023

  ***************************
  ****************************************************
  
  3/15/2023
  
  ACCOUNT: 0007025190010104920
  
  Dear ***************************,
  
  Thank you for providing us with an opportunity to address your concerns. We apologize for any confusion regarding the CarePayment program you *** have experienced.
  
  CarePayment (in conjunction with business associates and health care providers) makes available a payment program allowing patients to pay their balance due over an extended period of time. A person who elects to accept an offer for a CarePayment account *** elect to close the CarePayment account at any time.CarePayment is not a collection agency nor does it furnish account histories to consumer reporting agencies.
  
  This option was offered in partnership with ************************ an offer that was detailed in a Welcome Kit first sent to your home address on February 3, 2023. This Welcome Kit also included the name of your healthcare provider, your patient account number as assigned by the healthcare provider, and your date of service.
  
  At the time of the account offer, your provider, ************************ did not provide a date of birth for you, the Account Holder.This meant that our online member portal, member.carepayment.com, could not verify your date of birth and in turn, blocked the process of setting up an online account. Our reporting does show that you called our **************** line at ************ on March 6, 2023, to address this issue and that the caller hung up before verifying their identity. As we advised at the time of that call, we would require a copy of the front and back of a valid state issued identification card or drivers license in order to update our system so that you could complete your online account setup. It should be noted that you are not required to provide your personal information to speak with a representative, but we cannot release any personal or sensitive account information by phone without first verifying your identity.
  
  As described, this offer is completely optional,and can be cancelled at any time. As you have requested, your CarePayment account has been closed and your balance has been returned to ************************ Please contact *********************** at ************, for more information concerning the service and treatment provided. Should you have any additional questions concerning CarePayment, please contact CarePayment at ************ or by writing us at CarePayment, *************************************************************************
  
  Thank you for the opportunity to address these concerns.  If we can be of further assistance, please do not hesitate to contact us.
  
  Sincerely,
  
  ***************************
  CarePayment Compliance

  Customer Answer

  Date: 03/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is as satisfactory as can be expected. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/08/2023

  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 am writing because Carepayment is absolutely impossible to get ahold of. They do call, but they call during hours I am unable to answer without a phone number to call back. Theres zero contact information on their website.their contact us link doesnt work. My monthly payment was increased without being told and I couldnt contact them to ask why it was increased. I was signed up for a low monthly payment following knee surgery. ********** for a month and then it went up and I couldnt pay that much but there was no way to contact them. Having to jump through all these hoops is ridiculous and bad customer service. I cant pay if I cant get ahold of anyone to lower my payment back down to a reasonable amount that I originally signed up for. My account was recently released and I am incredibly unhappy with the service I have received.

  Business Response

  Date: 02/17/2023

  *********************
  7674 *********
  **********, ** 45039
  
  2/17/2023
  
  ACCOUNT: 0007001180014002244
  
  Dear *********************,
  
  Thank you for providing us with an opportunity to address your concerns. We apologize for any confusion regarding the CarePayment program you *** have experienced.
  
  CarePayment (in conjunction with business associates and health care providers) makes available a payment program allowing patients to pay their balance due over an extended period of time. A person who elects to accept an offer for a CarePayment account *** elect to close the CarePayment account at any time. CarePayment is not a collection agency nor does it furnish account histories to consumer reporting agencies.
  
  This option was offered in partnership with TriHealth, an offer that was detailed in a Welcome Kit first sent to you on February 3, 2022.Your account balance at the time we sent the Welcome Kit was $293.50 with a minimum payment of $50.00 due by February 27, 2022.  This offer was accepted per your enrolling payment of $50.00 made to CarePayment on February 17, 2022. As part of the offer that you accepted with CarePayment, new balances from TriHealth *** be added to your CarePayment account, which *** increase your minimum payment due.
  
  As reflected on the CarePayment statement with closing date March 3, 2022, your provider, TriHealth, added 3 new charges totaling $3,403.49 to your CarePayment account on February 28, 2022. This brought your account balance to $3,596.99, and your new minimum payment due to $101.00. Each of these 3 new charges included your patient account number as assigned by the healthcare provider as well as your date of service.
  
  Each CarePayment monthly statement provided includes different ways to contact us, including our customer service phone number. Similarly,both our website, CarePayment.com, as well as our member portal,member.carepayment.com, display our contact information. We also provide contact information to address questions or discrepancies via physical mail, or you *** message us directly through the member portal. We have tested our site and have not found any issue with the Contact ** link. CarePayment does not have a record of you contacting our **************** line, ************, or sending us any messages through our online member portal or by mail.
  
  Additionally, you were notified on January 4, 2023, that your CarePayment account was closed due to successive nonpayment, and your remaining balance of $3,091.99 was returned to TriHealth.
  
  Please direct all further inquiries regarding your balance to TriHealth at ************. Should you have any additional questions concerning CarePayment, please contact CarePayment at ************ or by writing to us at CarePayment, ******************************************************************* 97008.
  
  Thank you for the opportunity to address these concerns.  If we can be of further assistance, please do not hesitate to contact us.
  
  Sincerely,
  
  ***************************
  CarePayment Compliance

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19367455
  
  I am rejecting this response because the link on your website does not lead to any contact information. It leads you tot he main account page showing your balance due. That is not helpful at all. How are customers supposed to get in contact with you if the contact link leads them no where. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/13/2022

  Type:Billing 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 had received medical care in 2020, and had originally started by paying the hospital directly. In January 2021, it seems that my bills began to be handled by CarePayment, though I was never notified of this by my healthcare provider, nor did I receive any written communication about this change, nor did I ever have communication with CarePayment (either by phone, nor by mail, nor by email, nor by any other means) about my bills until August of 2021. By this point I had accumulated 3 months of late fees, amounting to a total of $75.00. Although I have long since paid these fees, I believe that they should be waived and/or credited to my account, due to the complete lack of communication that CarePayment had with me up until I received a delinquency notice. I recently tried to speak with a representative about this issue, but I am told that the payments are too old to waive now since they have already been paid.Dates of Late Fees: 06/15/2021, 07/15/2021, 08/15/2021 Resolution requested: waiver of the above late fees Amount of credit to account requested: $75.00 ($25.00 per late fee)Account Number: #****************

  Business Response

  Date: 12/22/2022

  *********************
  28132 ***************
  *******, ** 59911
  
  12/22/2022
  
  ACCOUNT: 0007001470010785847
  
  Dear *********************,
  
  Thank you for providing us with an opportunity to address your concerns. CarePayment (in conjunction with business associates and health care providers) makes available a payment program allowing patients to pay their balance due over an extended ****** of time. A person who elects to accept an offer for a CarePayment account *** elect to close the CarePayment account at any time. CarePayment is not a collection agency nor does it furnish account histories to consumer reporting agencies.
  
  The CarePayment program was offered to you in partnership with MultiCare; an offer that was detailed in a Welcome Kit first sent to your home address on January 16, 2021. As indicated in this Welcome Kit, CarePayment is not a collection agency and the account is not a credit card, nor is there any impact to your credit score. This Welcome Kit also included the name of your healthcare provider, your patient account number as assigned by the healthcare provider, and your date of service. This Welcome Kit, as well as each monthly statement, clearly outlines CarePayments Late Fee Policy, advising that: Once your Account has been activated, CarePayment *** assess a Late Payment Fee if you do not pay at least the amount indicated on your statement as the Minimum Due minus any outstanding Late Payment Fees or Returned Payment Fees, on or before the Payment Due Date. Payments received after 5:00 p.m. Central Time *** be credited to your account the next business day. If a Late Payment Fee is assessed due to a late or partial payment, the next months statement will include the Late Payment Fee as part of that months Minimum Payment Due.
  
  Our records show you successfully made an enrolling payment on March 2, 2021, using the CarePayment **************** phone number, ************, subsequently activating your CarePayment account and agreeing to the Terms and Conditions of Service.These records also reflect that your minimum monthly payment of $68.00 due June 12, July 12, and August 12, 2021, were not received by the due date, and per the agreed upon Terms and Conditions of using CarePayment, a $25.00 late fee was assessed to your account in each instance.
  
  When you contacted our **************** line on December *******, to inquire about these late fees, we explained CarePayments late fee policy and 3-day grace ****** and, as a courtesy, waived the most recent late fee that was assessed to your account on November 15, 2022. At your request,the payment due date was changed to the 15th of each month. At your request, the 3 aforementioned late fees assessed to your account in June, July and August 2021 have also been waived as a courtesy. These late fee waivers will be reflected on your December 2022 monthly statement. Please be advised that no further fees will be waived.
  
  Thank you for the opportunity to address these concerns.  If we can be of further assistance, please do not hesitate to contact us.
  Should you have any additional questions concerning your CarePayment account, please contact us at ************ or by writing us at CarePayment, ****************************************************************** 97008.
  
  
  Sincerely,
  
  ***************************
  CarePayment Compliance

  Customer Answer

  Date: 12/22/2022

   
  Complaint: 18565632
  
  I am rejecting this response because I did not receive any welcome kit from either you or MultiCare that would have informed me that you would be handling my payment. I did not even know of your company's existence until I had received a severe delinquency letter, which was the first contact I had with CarePayment.
  
  Sincerely,
  

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

• Initial Complaint

  Date:12/02/2022

  Type:Product 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.

  They charge high fees for EVERYTHING and also dont take payment from bank accounts in a timely manner (and then also charge extra).

  Business Response

  Date: 12/13/2022

  *************************
  1913 ***************
  ******, ** 48867
  
  12/13/2022
  
  ACCOUNT: 0007000430010420820
  
  Dear *************************,
  
  We are in receipt of your complaint submitted with the Better Business Bureau (BBB), and we appreciate the opportunity to respond.  As we understand it, you are concerned about fees that you were recently assessed.
  
  CarePayment (in conjunction with business associates and health care providers) makes available a payment program allowing patients to pay their balance due over an extended period. A person who elects to accept an offer for a CarePayment account *** elect to close the CarePayment account at any time. CarePayment is not a collection agency,nor does it furnish account histories to consumer reporting agencies.
  
  The CarePayment program was offered to you in partnership with Memorial ******; an offer that was detailed in a Welcome Kit first sent to your email on August 1, 2022. You then registered for access to our online member portal, and opted-in to paperless communication, on August 7, 2022. This Welcome Kit, as well as each monthly statement, clearly outlines CarePayments Late Fee Policy advising, Once your Account has been activated, CarePayment *** assess a Late Payment Fee if you do not pay at least the amount indicated on your statement as the Minimum Due minus any outstanding Late Payment Fees or Returned Payment Fees, on or before the Payment Due Date. Payments received after 5:00 p.m. Central Time *** be credited to your account the next business day. If a Late Payment Fee is assessed due to a late or partial payment, the next months statement will include the Late Payment Fee as part of that months Minimum Payment Due.
  
  Our records show that you made an enrolling payment on August 20, 2022, subsequently activating your CarePayment account and agreeing to the Terms and Conditions. Your monthly statement with a closing date of October 2, 2022, reflected a $25.00 minimum monthly payment due by October 25, 2022. Your minimum monthly payment of $25.00 due October 25, 2022, was not received by the due date and, per the agreed upon Terms and Conditions of using CarePayment, a $25.00 late fee was assessed to your account. As a courtesy, this late fee was waived,and your December statement reflected this late fee waiver and resulting update to your account balance.
  
  Our records also show that you authorized a $50.00 electronic payment using a checking account via our online member portal on November 23, 2022. Because November 24, 2022, was a Federal Holiday, this payment was forwarded for processing the following business day, Friday November 25.  At the time of processing the payment, your bank notified us of insufficient funds and rejected the payment attempt.  Per the agreed upon Terms and Conditions, a $25.00 returned check fee was assessed to your account. As a courtesy, this late fee has been waived.  Please be advised that no further fees will be waived.
  
  Should you have any additional questions concerning CarePayment, please contact CarePayment at ************ or by writing us at CarePayment, ****************************************************************** 97008.
  
  Thank you for the opportunity to address these concerns.  If we can be of further assistance, please do not hesitate to contact us.
  
  Sincerely,
  
  ***************************
  CarePayment Compliance

• Initial Complaint

  Date:11/11/2022

  Type:Billing 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 received an email saying i was $347 behind on some medical bill (i have several medical bills) I have no idea what the 'bill' is for. just an email saying I'm overdue. no account information. Click on ANY Of the links they give: no good. No customer service email. nobody at their phone number will pick up. How the Fxxx do you expect us to 'pay a bill' that we know nothing about. All my medical bills are set up on automatic payment through my HSA card. IF you want paid, THEN you have to make it possible to contact you. ELSE you will not get paid.What I think is happening, is that this company is buying up medical debt or somehow has access to some of my information. There website leaves you no way to directly email them, and the phone service leaves no way to contact a human. all automated, no way to request an actual bill in the mail. I think it's a way to phish information from you.

  Business Response

  Date: 11/21/2022

  ***************************
  9558 ************
  West *******, ** 45011
  
  11/21/2022
  
  ACCOUNT: 0007001180014291250
  
  Dear ***************************,
  
  Thank you for contacting us about your recent CarePayment experience and providing us the opportunity to address your concerns.
  
  CarePayment (in conjunction with business associates and health care providers) makes available a payment program allowing patients to pay their balance due over an extended period of time. CarePayment is not a collection agency nor does it furnish account histories to consumer reporting agencies.
  
  The CarePayment program was offered to you in partnership with TriHealth; an offer that was detailed in a Welcome Kit first sent to your home address on June 19, 2022. As indicated in this Welcome Kit, CarePayment is not a collection agency and the account is not a credit card, nor is there any impact to your credit score. This Welcome Kit also included the name of your healthcare provider, your patient account number as assigned by the healthcare provider, and your date of service. Additionally, this Welcome Kit detailed the ways you *** contact CarePayment, whether by phone, mail, or by utilizing the online member portal, member.carepayment.com. Similarly, it included the methods of payment that CarePayment accepts, including the member portal online at member.carepayment.com, check or money order mailed with the payment stub included with each statement or over the phone with CarePayment customer service.
  
  Our records show you successfully made a payment on July 23,2022, using the online CarePayment member portal.  We have not received any further payments from you since the July payment.  As such, you were assessed a $25.00 late fee in the months of September, October and November for a total of $75.00 in late fees.
  
  A person who elects to accept an offer for a CarePayment account *** elect to close the CarePayment account at any time. At this time, we have not received any correspondence from you via mail, phone or online via the member portal inquiring about your account details or issues experienced when attempting to make a payment.
  
  Please contact TriHealth at ************, for more information concerning the service and treatment provided. Should you have any additional questions concerning CarePayment, please contact CarePayment at ************,send us a secure email at member.carepayment.com, or write us at CarePayment, *************************************************************************. In addition to our 24x7 automated service line, **-based ************* Representatives are available to assist you with any other questions you *** have during our normal business hours which are Monday-Friday 7am-7pm Central ******** Time. 
  
  Thank you for the opportunity to address these concerns.  If we can be of further assistance, please do not hesitate to contact us.
  
  Sincerely,
  
  ***************************
  CarePayment Compliance

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18393602
  
  I am rejecting this response because: Well ****, all i have are emails saying i'm late on something that I don't recall setting up. I call the number given, there is no way to talk to anyone. Try it yourself. I showed you the images I get when going to your website. NO ACCESS. there is NO EMAIL listed in the emails you've sent, nor on the website for 'contact me' to get a hold of a human. Then i find that the paper statements have been turned off.
  
  
  LISTEN. Listen to hear, and not respond. Think of it from someone else's point of view, other than your own. I don't remember getting any 'welcome kit' like other complainants have said. Your company should not be so OBTUSE in getting a hold of them. USE LOGIC HERE: without that supposed welcome packet, how is anyone supposed to: get their whole account number. Find a phone number to talk to any of you.
  
  YOU HAVE NOT ADDRESSED why i can't log in. I would be glad to screenshare with any of you the process to try to get into your website. Is it possible that the only payment made, was set up when someone called me or when I called in? I would not have turned off paper statements the same day as making a payment. I can see my TriHealth bill, it is automatically being paid through my HSA card and is nowhere near what you say I owe. I'm writing them to see what the deal is.
  
  Regardless, CLOSE any account I have with you. I don't see how it's legal (if TriHealth did this) to send my bill out to a 3rd party (not collections) to have them administer it. And try that phone number you gave: as an outsider. See if you can get a human to answer your questions. Did you even look at the screenshot I sent? I can't get into whatever account has been set up. Again address what I have said, no mis-directions. Your company makes it very hard to get ahold of you. This is the first time I can say I've seen the full account number. and even having that does no good when the website portal says 'forbidden' on any link I try. Unless I would have tied my HSA card to that account, if it were legitimate, would I then have turned off paper payments. I don't recall doing that. 
  
  Bottom line: how would you like it getting emails saying you are behind on some bill, finding out you're being assessed late fees, and can do NOTHING about it. Because you don't have the full account number. Is the point to obfuscate and misdirect so that the common consumer simply pays/sets up payments through the automated system? Do you know HOW many scams are going around, including medical billing scams. And why give out the same bogus 800# where you can't actually talk to somebody? that's insulting. in case you're unaware of your company's track record:
  
  https://***********.com/healthcare-finance/company/care-payment
  
  https://www.revdex.com/reviews/carepayment/l17715450
  
  Thanks for the account number finally, and an email that *** actually work. IF i owe an actual bill THEN i will pay it ELSE I consider your company a scam.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 11/25/2022

  One quick update: something I think carepayments.com is not telling you, or me: you are AUTOMATICALLY enrolled in their program, by Tri-health. i was just told this before surgery Tuesday. you don't get a say-so; they can say they mailed out a welcome packet all they want. Furthermore, they finally called me and said that 866 number i had been calling? they had their 'tech people' look at my call history and said i never hit 'zero' for the operator (3 separate calls at least). This is an outright lie. Call the 866# yourself! it never says to hit 0 for the operator in the first place, as it's all automated. I did it anyway because there was NO WAY to get ahold of them other than snail mail. The fact that I could not log into the site: as proven with my screenshots showing the 'forbidden page', and that when i hit zero: got disconnected can mean only one thing: they cut off my access to the account. suspended me or something. THEN they released it after I filed the BBB complaint, because now when i try the call from my number (their system recognizes my phone number) suddenly I can get through to the operator? this company is SHADY!
  

  
  

  Business Response

  Date: 12/08/2022

  ***************************
  9558 ************
  West *******, ** 45011
  
  12/8/2022
  
  ACCOUNT: 0007001180014291250
  
  Dear ***************************,
  
  Thank you for providing us with an opportunity to further address your concerns.
  
  Enrolling in the CarePayment program, and agreeing to its Terms and Conditions, requires a payment made directly to CarePayment. Your Provider, TriHealth, does not automatically enroll you into CarePayment. While accounts are assigned to CarePayment by TriHealth automatically, a CarePayment account is not opened or enrolled until the patient makes their first,enrolling payment. As we advised in our previous response, our records show you successfully made a payment on July 23, 2022, using the online CarePayment member portal, enrolling yourself into the CarePayment program. This process is explained in the Welcome Kit. Similarly, as advised in the Welcome Kit, you may refuse the offer, or cancel an existing account, at any time.
  
  CarePayment spoke with you on November 21, 2022, in response to your recent complaint. During this call, we explained our relationship with your Provider, TriHealth, as well as the optional nature of CarePayment. We also reviewed the information found on the Welcome Kit (first sent to your home address on June 19, 2022) and offered to send a new copy as well as an itemized statement. At this time, we explained that while our reporting does show that you had called our **************** line at ************ on November 18, 2022, and that the prompts werent followed to select zero/0 and speak with an associate. This automated service line first prompts the caller to enter their 16-digit CarePayment account number. If the account number is entered incorrectly three times, or if only zero is pressed during the account number entry, the call is automatically transferred a US-based customer care representative during normal business hours which are M-F 7am-7pm Central Time.Any caller who calls ************ during our normal business hours, and only presses zero, will be connected with an agent. Additionally, if the 16-digit CarePayment account number and account holder date of birth are both entered and verified within this automated system,the main menu that follows gives the caller the option You may press 0 at any time to speak with a representative.
  
  Your assertion that CarePayment suspended your account or cut off your access is not accurate. Access to your account information, online or otherwise, remains available to you, even if you opt out of using CarePayment, as the current law dictates. We are happy to assist you in accessing your account information should you wish to do so.
  
  Please contact TriHealth at ************, for more information concerning the service and treatment provided. Should you have any additional questions concerning CarePayment, please contact CarePayment at ************ or by writing us at CarePayment, ******************************************************************* 97008.
  
  Thank you for the opportunity to address these concerns.  If we can be of further assistance, please do not hesitate to contact us.
  
  Sincerely,
  
  ***************************
  CarePayment Compliance

• Initial Complaint

  Date:10/18/2022

  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.

  I paid my bill in full , OMITING THE FUTURE MONTHLY PAYMENTS and I was charged *****. There was not any information that a charge would be elicited. I paid the monthly payment slightly late because I wanted to pay it in full and I was waiting for my funds to arrive at my bank. I consider this to be unlawful attempt to elicit further funds. I am paying the ***** but I would like consideration made by Carepayment to refund this charge.

  Business Response

  Date: 10/25/2022

  ***************************
  810 **********
  ******, ** 64742
  
  10/25/2022
  
  ACCOUNT: 0007000830010915499
  
  Dear ***************************,
  
  Thank you for contacting us about your recent CarePayment experience and providing us the opportunity to address your concerns.
  
  CarePayment (in conjunction with business associates and health care providers) makes available a payment program allowing patients to pay their balance due over an extended period of time. A person who elects to accept an offer for a CarePayment account *** elect to close the CarePayment account at any time. CarePayment is not a collection agency, nor does it furnish account histories to consumer reporting agencies.
  
  This option was offered in partnership with **************************, an offer that was detailed in a Welcome Kit first sent to your home address on May 9th, 2022. This Welcome Kit, as well as each monthly statement, clearly outlines CarePayments Late Fee Policy, advising that: Once your Account has been activated, CarePayment *** assess a Late Payment Fee if you do not pay at least the amount indicated on your statement as the Minimum Due minus any outstanding Late Payment Fees or Returned Payment Fees, on or before the Payment Due Date. Payments received after 5:00 p.m.Central Time *** be credited to your account the next business day. If a Late Payment Fee is assessed due to a late or partial payment, the next months statement will include the Late Payment Fee as part of that months Minimum Payment Due.
  
  CarePayments records show that you made an enrolling payment on July 20th, 2022, subsequently activating your CarePayment account. These records also reflect that your minimum monthly payment of $51.00 due August 25th, 2022, was not received by the due date, and per the agreed upon Terms and Conditions of using CarePayment, a $25.00 late fee was assessed to your account. As a courtesy, this late fee has been waived, and your November statement will reflect this difference in balance.
  
  Should you have any additional questions concerning your CarePayment account, please contact CarePayment at ************ or by writing us at CarePayment, ******************************************************************* 97008.
  
  
  Sincerely,
  
  ***************************
  CarePayment Compliance

  Customer Answer

  Date: 10/25/2022

   
  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:09/27/2022

  Type:Billing 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.

  The most backwards company you will ever deal with! We had insurance claim that we shouldnt of had to pay but everyone knows insurance is a rip off. So they sent us to CarePayment. I got a letter and called them. They will not let me pay the bill because the claim was for my son.. WHO IS ON MY INSURANCE!!! I am the primary on the insurance. Not only that, but the rep could not have been more rude and helpless! What company doesnt want money! Didnt give me any solutions other than this is the way! No it is not! Quit making things harder on people!

  Business Response

  Date: 10/06/2022

  ***************************
  3137 ***************
  ************, ** 37122
  
  10/6/2022
  
  
  Dear ***************************,
  
  Thank you for contacting us about your recent CarePayment experience and providing us the opportunity to address your concerns.
  
  CarePayment (in conjunction with business associates and health care providers) makes available a payment program allowing patients to pay their balance due over an extended period of time. A person who elects to accept an offer for a CarePayment account *** elect to close the CarePayment account at any time. CarePayment is not a collection agency, nor does it furnish account histories to consumer reporting agencies.
  
  Due to privacy constraints, and in adherence with federal privacy laws, we are unable to discuss details of an account with any third party without express consent from the accountholder. In this case, you are neither an accountholder nor are you currently listed as an authorized party on the mentioned account. As such, we are unable to directly address your inquiries.
  
  All CarePayment correspondence will continue to be sent to the attention of the accountholder.  Should the accountholder have any additional questions concerning CarePayment, we ask that they please contact the CarePayment customer service team at ************ or by writing us at CarePayment, ******************************************************************* 97008.
  
  Sincerely,
  
  ***************************
  CarePayment Compliance

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18137566
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************