Complaints

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

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• 

  Clinical Pathology Laboratories, Inc.

  PO Box 141669 Austin, TX 78714-1669

• 

  Clinical Pathology Laboratories, Inc.

  9200 Wall St Austin, TX 78754-4534

• 

  Clinical Pathology Laboratories, Inc.

  1111 W 34th St Ste 100 Austin, TX 78705-1916

• 

  Clinical Pathology Laboratories, Inc.

  601 E Whitestone Blvd Ste 632 Cedar Park, TX 78613-9047

• 

  Clinical Pathology Laboratories, Inc.

  66 Gruene Park Dr Villa 104 New Braunfels, TX 78130

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:06/19/2025

  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.

  Ive been using CPL for years for routine bloodwork through multiple providers. Typically, my experience has been fine, and my issue is not with the phlebotomy staff but with CPLs operations and complete lack of accountability.A few months ago, I went in for my regular 3-month ********** I confirmed the correct order at the front desk. However, when I handed the phlebotomist my swab specimens and asked for a urine cup, she looked confused. After stepping away to investigate, she returned and told me the front desk had provided her with the wrong doctors order. She apologized and said we needed to redo the bloodwork under the correct order. I agreed, assuming that would be the end of it.Weeks later, I received a bill for nearly $800 for the incorrect lab order that CPL admitted was their mistake. I never requested that order; it was acknowledged as an internal error, and yet CPL is still attempting to charge me for it.I called billing. The first time I was hung up on. The second time, I was told there was nothing they could do aside from pushing the due date by 30 days. Thats it. No escalation, no ownership, no ************* to recap: CPL gave the phlebotomist the wrong order, admitted it, re-drew my blood for the correct order, then billed me for their mistake, and now refuses to fix it. This is disgraceful, unethical behavior. I will not be paying for services I didnt request or authorize. If they pursue collections, I will fight it and take further action.CPLs refusal to acknowledge or resolve a clear, admitted error speaks volumes. Ill be informing my providers that I can no longer use CPL for my recurring lab work, which is unfortunate given how frequently I need these services.I want this $800 charge canceled immediately, confirmation that no collections activity will take place, and a formal acknowledgment of the mistake.

  Business Response

  Date: 06/30/2025

  Mr. *****,

  Thank you for taking the time to share your feedback and concerns regarding your recent experience at Clinical Pathology Laboratories.We apologize for any frustration or inconvenience this situation has caused you. We value your loyalty as a patient and take your concerns very seriously.
  After receiving your complaint, we conducted a thorough internal review of your visit and the billing in question. Our findings are as follows:  First, we verified the order. We received an electronic order for your laboratory tests directly from your provider, Dr. ******* ***. The tests performed matched exactly what was ordered by your physician, and there were no additional or unauthorized tests added by our staff. Our records indicate that you initialed the requisition form at the time of your visit,indicating your acknowledgment of the tests to be performed. For the billing review,we cross-referenced the itemized bill with the requisition and the results provided. The charges reflect only the tests ordered by your physician and performed by our lab. However, during this review, our billing department determined that the charge you received was due to invalid or outdated insurance information provided on the requisition, which resulted in the claim being denied and the bill being sent to you directly. We will promptly resubmit the claim to your insurer, so look for an updated statement reflecting a new outstanding balance of whatever coinsurance you may owe. I recommend that you provide your updated insurance information next time you visit your physician. 
  We are committed to working with you and your provider to resolve this issue as quickly as possible. Thank you for giving us the opportunity to address your concerns.
  

  ****** Delbridge 

  Customer Answer

  Date: 06/30/2025

  Complaint: 23491356
  
  I am rejecting this response because:

  Yes, I am aware these orders were submitted by my physician. However, your claim that I verified the order at the time of the blood draw is both arrogant and incorrect. If you had actually read and understood the issue, youd see that I confirmed with the front desk before my blood was drawn that I was there for a different order. Additionally, the incorrect order that was taken had fulfillment dates for 10/02/25. A little due diligence on CPLs part should have raised a red flag when orders meant for October were printed months early.

  I appreciate that CPL correctly billed my insurance on the second attempt and that I will eventually receive a bill for my coinsurance. However, this entire ordeal escalated far beyond what it should have. To recap: the CPL staff at the location where I routinely get bloodwork made a mistakewhich is forgivable, as we all make mistakes. But the inability to resolve this with your customer service representative, followed by the complete lack of accountability from CPLs administrative side, leaves me with serious concerns about continuing to trust this lab provider with my care.

  Regards,
  
  ****** *****

• Initial Complaint

  Date:06/05/2025

  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 kept getting a bill from Clinical Pathology Laboratories for the amount of ******. I have called and spoken with this company many times. I have told them I was at UT Physicians lab when this was done in that office and I had insurance I told them it was Community Health Choice at the time ans was in the sytem at UT Physicians ofice I dont know why this was not run through the insurance as everything is run through the insurance with Meomorial ******* UT physcians same thing. They keep harrassing me I told them to get in touch with the lab at the UT Physicnas lab it was done and they can give them the insurance information that was used at the time and this is not my responsibllity since I do not have this insurance anymore I with a diffrent company. I have spke with them from month after month and I am still getting bills from them this would have been taken care of already along time ago if they listen to the customer and do there due diligence. I id my part and give them the information which is all the client or customer has to do this is not normal what i happening but again if we have to go to mediation so be it. Again the insurance at the time was community health choice and it was never sent to them very poor on the part of this company and keep bothering the client like it is there fault for the poor customer service of this company for not taking responsibility for there mistakes.

  Business Response

  Date: 06/10/2025

  Dear Mr. ********************** style="font-size: *****rem;">Thank you for reaching out regarding your invoice. According to our records, the services in question were provided in January. We billed your insurance company, Community Health Choice, using the information provided on the requisition sent by your provider with your specimen.The claim was denied and the reason the they provided was "Claim denied as patient cannot be identified as our insured". A follow up elegibility check indicated that your coverage was not active as of the beginning of 2025. If this is incorrect, we would be happy to rebill your claim with the updated insurance information.

  Please contact our billing department at your earliest convenience to provide your current insurance details. 

  
  Let me know If you have any further questions . 

  
  Best regards,

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

  Customer Answer

  Date: 06/10/2025

  Complaint: 23432559
  
  I am rejecting this response because:
  The service was done in December if you bill in January then my insurance was Aetna and ut physicians had that information but because services were rendered in December it was community health choice. Now you say you billed in.hanuary that was Aetna I don't have aetnas info cause I dropped them in March at took on another insurance but January through March I had aetna
  Regards,
  
  ******* *********

  Business Response

  Date: 06/10/2025

  Mr. *********,

  
  The services rendered in December were billed to Community Health Choice and there is no balance due. For services rendered 1/15/2025 the requestion provided included the Community *********************** policy information. At the time the sample was provided, 1/15/2025 , you did not indicate that the requisition did not have the correct insurance information .  Please respond back to this correspondence with the correct insurance information from the policy that was in place in January, a copy of the card will do, so that we can bill the correct insurance. Or you can contact our billing department and provide the information to one of our representatives. 
  

  Customer Answer

  Date: 06/10/2025

  Complaint: 23432559
  
  I am rejecting this response because: I'm sending member id for ***** for services in.january 
  
  Regards,
  
  ******* *********

• Initial Complaint

  Date:05/08/2025

  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.

  Lab Error and Procedural Negligence Impacting Medical Care I am submitting this complaint due to repeated issues with the CPL Labs Westlake location that have compromised the quality and reliability of my medical ********** December 2024, a lab test that was clearly ordered was completely missed. In April 2025, a required control was not completed during testing, which significantly affected my providers ability to interpret the results. Additionally, my samples were sent out late, which impacted the accuracy and usefulness of the data.Even more concerning, I observed the phlebotomist asking the front desk receptionist what tube should be used a clear indication of lack of training and procedural oversight.These errors not only caused delays in care, but also placed my sons health at risk. I am requesting that CPL investigate this locations processes and take corrective actions to ensure staff are properly trained and that quality controls are followed.I am submitting this complaint to formally document the issue and to help prevent other patients from experiencing the same substandard service.

  Business Response

  Date: 05/14/2025

  Dear ** ******, 

  Thank you for taking the time to share your concerns regarding your recent experience at our ******** location. We understand how important accurate and timely lab services are to your and your sons health, and we want to acknowledge the distress and frustration this situation has understandably caused.

  We take your feedback seriously and appreciate you bringing these issues to our attention. While we have not yet completed a formal review of the events you described, we want to assure you that your complaint has been escalated to our internal teams for thorough investigation. At this stage, we are gathering all relevant information to better understand what occurred and whether any procedural lapses may have contributed to the concerns you raised. We are committed to a fair and comprehensive review and will take appropriate actions based on our findings.

  Your willingness to document your experience helps us in our continuous efforts to improve the quality and reliability of our services. If you are open to further discussion, we would appreciate the opportunity to follow up with you directly to gather additional details. Let us know how you would prefer to be contacted.

  Thank you again for reaching out. We value your feedback and the trust you place in us for your care.
  

  Sincerely,

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

  Customer Answer

  Date: 05/15/2025

  Complaint: 23304397
  
  I am rejecting this response because:

  Aside from them looking into the matter, I would like reimbursement for the additional tests that had to be done via another vendor.

  I am open to discussing this with them, if they want to reach out. 

  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:03/03/2025

  Type:Customer Service 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.

  My mother was a patient in a memory care facility & a nurse practitioner ordered medical tests for a suspected bladder infection. The lab test company changed billing providers & the telephone lines were clogged for months. My mom's name is misspelled. The bills were sent to the memory care facility where they were held until December. The lab company turned the bill over to a collection agency. My mom has traditional ******** and a comprehensive ******** supplemental policy. The nurse practitioner has all the policy numbers. A corrected bill needs to be re-issued. Derogatory credit information needs to be erased. I haven't paid anything on this bill. The amount paid is --0--. The insurance will pay if the company corrects the bill.

  Business Response

  Date: 03/18/2025

  Ms. ********,

  Thank you for reaching out to share your mother's experience with us. Our mission is to provide an excellent patient experience at every encounter, and I am sorry to hear how frustrating your experience with our billing partners has been.

  I have forwarded your concerns to the billing management team so they can address the issues. They let me know that we did not receive correct information when the specimen was originally submitted and therefore we were unable to file a claim. I hear that they have reached out to you to work towards resolution. I am certain that we can get this resolved quickly. Let me know if that is not the case. 
  
  We are working with our billing partners to resolve their customer services issues. I am truly sorry for the frustrating experience. I appreciate you bringing this to our attention. I am truly sorry for the frustrating experience.  CPL is working with our billing partners to resolve their customer services issues. It is because of people like you, who care enough to share their feedback, that we can make improvements and help CPL provide outstanding service every time.

  
  Thank you once again for your valuable input.
  ****** Delbridge 

  Customer Answer

  Date: 03/23/2025

  Complaint: 22983919
  
  I am rejecting this response because: I have not been contacted by any individual or company by telephone, email, regular mail or text message about this bill. My mom has traditional ******** and a ******** supplement and I am her Power of Attorney. This bill is guaranteed to be paid in full by the federal government and/or me.  The response accepted by the company from its billing partner is neither true nor correct. Good luck!
  
  Regards,
  
  ******* ********

  Business Response

  Date: 03/24/2025

  Ms. ********,

  I understand your frustration. It is also frustrating to us when we do not get correct information. The government will not pay when information is incorrect on the documents provided to us, and that is to protect the ******** payment system. As you stated in your letter, they gave us the incorrect name,address and date of service. It is not always easy to obtain correct documents when there has been an error. Usually the patient obtains corrected documentation from the provider so that we can bill the appropriate payer.  We have been working on this since the day we received your complaint and finally on 3/21 we received a corrected requisition with the name spelled correctly and the correct DOB. We have updated your mother's account with the correct demographics and rebilled it to ********. Now that we have received what we need to bill, we sent an update to collection agency to remove your mother's information for this account. 

  ****** Delbridge 

   

   

• Initial Complaint

  Date:03/03/2025

  Type:Customer Service 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 went into CPL lab in ******, ** renfert location to get my blood **awn. The tech was poking around both of my arms for a while before **awing half a thing of blood. I asked her if that is enough and she assured me it was. Sure enough it was not and they called me to come in for more blood. On top of that, since she was poking around and probably broke my blood vessels resulting in a high level of potassium in my blood. My ** suspect that the procedure compromised the result and asked me to do the test again.However, i dont want to pay for it since it was the lab fault. I called the lab and was given the run around and did not get a definitive answer if they can just re do the whole thing. I am terrified of needles and dont want to keep coming back. But they told me to come and THEN decide if they are gonna waive the fee or not, which i think is extremely unfair since it was their fault in the 1st place and now gotta worried about the bill. Attached is how badly the bruise of my arm afterwards

  Business Response

  Date: 03/18/2025

  Ms *****, 

  Thank you for reaching out to share your  experience with us. Our mission is to provide an excellent patient experience at every encounter, and I am sorry  to hear that you were dissatisfied with the service you received at the CPL *******************************  I have forwarded your concerns to the management team so they can address any issues at this location that may have contributed to a less-than-excellent experience. If you would like someone to reach out to you , please let me know.
  
  I appreciate you bringing this to our attention. It is because of people like you, who care enough to share their feedback, that we can make improvements and help CPL provide outstanding service every time.
  
  Thank you once again for your valuable input.
  ****** Delbridge 

• Initial Complaint

  Date:02/03/2025

  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 have paid Clinical Pathology Laboratories for both balances on my two accounts. One balance was for $7.38, statement # *******, for date of service, 10-16-24. The other was for $25.58, statement # *******, for date of service 10-19-24. To date, these balances still show up on my accounts even though I have called them numerous times to explain to them that I paid them. I also have bank statements proving that they cashed both checks. Yet, they continue to send me balance due notices in the mail. I have called, faxed a bank statement and mailed them a copy of a bank statement. Each time, when I call, they tell me that they will expedite the matter, but nothing happens. I finally gave up. All I want are 0 balances since I paid the balances on both of these accounts and I paid them immediately upon receiving the initial notices. And I have forwarded them proof via my bank statements showing that they cashed both checks and when.

  Business Response

  Date: 04/04/2025

  Ms. *****,

  
  Thank you for reaching out to share your experience with us. Our mission is to provide an excellent patient experience at every encounter. It is regrettable that your billing issues took so long to resolve that you felt your only recourse was to reach out to the Better Business Bureau to get resolution.The good news is that currently our system indicates that both accounts show the patient balance was paid and there is a 0 balance.
  We expect the next time you use Clinical Pathology Laboratories that your experience will reflect our standards of excellence. 
  Thank you for bringing this matter to our attention and wish you a great day.
  
  Very truly yours,

  ****** Delbridge 

  Customer Answer

  Date: 04/04/2025

  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.
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:01/29/2025

  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 had lab work drawn Oct. 18, 2024. I received a bill for $3.79 at the end of November (it was received a day before its due date). A check was mailed on Dec. 19th. Another statement was mailed in December (again, received a day before its due date). I received a phone call on 12/26/24 from CPL. A voicemail was left for me to return the call about my account. I tried to return the call several times, but never got an answer. Payment cleared on 12/30/24. I assumed the issue was resolved. ****. I received a bill for the same services on 1/27/25 (again, with payment due the next day). I have attempted to call again several times today, 1/28/25. Never get an answer. One call, I was waiting for 20 minutes. I have entered my phone number twice requesting a call back. NOTHING. I get it less than $4, but the principle remains: the bill was paid, you cashed the check, and I cannot get anyone on the phone to correct this issue. Poor customer service & no other avenues to rectify the situation.

  Business Response

  Date: 02/24/2025

  Dear Mr. ******************* style="font-size: *****rem;">Thank you for reaching out to us regarding the issues with your billing statements. I sincerely apologize for any confusion this has caused and for the time it has taken to resolve. I have been in contact with Billing to ensure I can confidently inform you that you will not receive any more statements related to this claim. I wanted to wait until I was 100% certain before responding. They have assured me that they are addressing the glitch that caused this error, although I have not yet received an official guarantee. In the meantime, your account has been placed on hold until the issue is fully resolved, ensuring that this mistake does not happen again. I am nearly certain that you will not receive any additional statements regarding this claim. However, if you do, please contact me directly!

   Thank you for trusting Clinical Pathology Laboratories with your lab work. We strive to provide an excellent experience for all of our patients.

   

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

  Compliance Officer, CPL  

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

• Initial Complaint

  Date:01/07/2025

  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 got some lab work done and to my surprised, I received a Bill for $850. I've been trying to contact them about a potential payment plan but no one will respond to me! Not everyone can pay that amount upfront! I'm not trying to have my bill go to collections but no one will provide me help!

  Business Response

  Date: 01/08/2025

  Ms. *******,

  Thank you for reaching out to us and for giving us the opportunity to provide the outstanding customer service we strive for at every patient encounter.After reviewing your complaint, I contacted our billing department. They informed me today that they have reached out to you to work towards a resolution. Your account has been placed on hold while you work together on this issue. We appreciate your patience during this process. Please feel free to respond with any questions or comments regarding the outcome.

  Thank you,

  ****** *********. 

   

• Initial Complaint

  Date:12/19/2024

  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 had a throat swab done at ********************** after-hours clinic on Dec 23, 2023. I paid the various fees but the CPL labwork **** came many months later for a full $323 with no insurance deduction, which made no sense. The **** said "the dx is inconsistent with procedure". After calling CPL (and being on hold for over 30 minutes, no one picked up), I called my insurance and they said it was "coded wrong" by ARC or CPL. I called ARC and they said they would fix the issue. I got a **** a few weeks later (on Dec 17, 2024) saying the $323 was overdue and would go to collections. I called ARC and they said they could see nothing the matter on their end and I would have to call CPL to correct the issue, that if it was a coding issue they would know the code, etc. BUT THEY DO NOT ANSWER THE PHONE. This is not a mistakes I made and CPL should not force the patient to play chess between 3 entities. It is an ARC / CPL mistake and this ball is in CPL's court now. I will go by the offices in person and refuse to leave until this is solved if I cannot speak to someone and get this cleared up.

  Business Response

  Date: 01/08/2025

  Ms. ******,

  Thank you for taking the time to reach out to us and for giving us the opportunity to provide the outstanding customer service we strive for in every patient encounter.

  Regarding your complaint, I can understand how frustrated you must be. I have been informed by our billing department that there was indeed an error between the test order and the diagnosis code, which is why the claim was denied by your insurance company. Normally, with issues like this, we are able to work closely with the provider to achieve a swift resolution without patient involvement. The billing department has now resolved this issue, and you should see a zero balance for this claim going forward.

  Thank you for your patience in this matter. Please feel free to reach out with any questions or comments about the outcome.

• Initial Complaint

  Date:11/11/2024

  Type:Product 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.

  7/23/2024 doctor sent labs to CPL. Mid 8/2024 reviewed my insurance claims and my insurance had denied claim due to I had primary insurance through another carrier.This had been resolved earlier that year and when I called, they knew about it and they resolved it. The claim for CPL on 7/23/2024 was completed, adjusted, and my balance was zero on 08/28/2024. I didnt think anything else of it since it had already been adjusted. I checked my mail in mid October and noticed that CPL had sent me two notices that my insurance denied the claim. I contact CPL on 10/28/24 and let them know that the insurance had adjusted the claim and my balance was zero. The *** informed me that I needed to send an email to **************************************************** with a statement of request to update account with the new explanation of benefits (***) and attach the adjusted ***. I Sent this email 10/28/24. Per ***, the email *** to be reviewed anywhere between ***** hours and updated within the next 5-7 days. I sent a second email on 11/1/24 requesting confirmation but havent received anything back. After reviewing my CPL account 11/6/24 I noticed I still had a balance of ******. I contacted CPL on that date and was told by that *** that they usually do not receive *** from patient but receive it from insurance and they would need to contact them with the updated ***. I Contacted my insurance and was first told that they cannot fax over the *** because It contained HIPAA info. I contact CPL again and they tell me that they cannot contact the insurance because they are a third-party. I asked to speak to a supervisor, told that the supervisor is not available, but will contact me back at my phone #. No supervisor has contacted me. Contact my insurance again that *** speaks to her supervisor and they end up faxing over *** in 11/6/24. To fax # given by CPL ***, ************. I then receive a mail notice stating my account will be going into collections within the next 20 days if I do not pay.