Complaints

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• Initial Complaint

  Date:01/24/2023

  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.

  This Dr. office used my Debit card without my consent to pay for a balance owed to them in the amount of $203.00 on Sunday 01/15/23 @ 9:05am while the business was closed instead of sending it to a collection agency. They didn't have my debit card in their system to charge it they found my card because I purchase a $50 soles for my shoes from this office back in November 15,2022. This practice used my card as a debit my bank stated they have my pin number and also the three digit code from the back of my card to charge it as debit how they got the information we don't know my bank is surprised they pulled this off. I filed a fraud report with my bank on 01/15/23 once I found out about this transaction and I had to close my account out because they access this information and they did from their home so we don't know what other information or other stuff they are doing they have my social security information and address so I went to my local police department and also filed a identity theft and fraud report..... I never filled out the form in the office to save any payment information or authorized them to use my card. I went to the office on 01/16/2023 and spoke to the receptionist and to see what was going on and how this happened she said that my card/payment information is not in the system "My file" and didn't know how was that possible she then called the Dr. which he was like yes I have her card information on the computer system how and why does he have my information the Doctor and why is he access my information from a computer from home and doing payments with an unauthorized card. 

  Business Response

  Date: 02/01/2023

  1/28/2023 
  Patient ** was seen in our office 10/27/2022. She was given our patient history & demographics paperwork which includes the requirement to leave a credit card on file for deductible and patient responsibility amounts. Patient ** falsely gave health insurance coverage as *********** ******* when in reality she has ***** as primary coverage. 
  She was evaluated and treated properly which included an injection procedure. The evaluation & injection and separate and billable to insurance. 
  The claims were sent to *********** correctly and *********** assigned all charges to ‘patient responsibilty' as ********** is not Patient ***s primary insurance. 
  After Patient ** failed to show and did not call to cancel a follow up visit on 12/1/2022 we attempted to contact Patient **. She did not respond. 
  After several weeks of no response from Patient **, 1/15/2023, her card on file was charged the amount assigned by the insurance coverage provided by Patient **. 
  On 1/16/2023, Patient ** admitted to falsely providing incorrect insurance and still did not provide her correct insurance to our staff. Patient ** did not want to use her primary insurance, however legally she must provide this information as we are required to send claims to the primary insurance prior to sending claims to ***********. 
  Currently this patient's claims are re-submitted. The claims are currently pending insurance processing and we are awaiting response from ***** and ***********. When the claims are processed properly by her insurance coverage we will refund the amount or remaining balance after 'patient responsibilty' as determined by her insurance coverage is 
  met. 
  Respectfully, 
  Exeter Foot & Ankle Center.