Rachel Ogle Review of Banner Good Samaritan
I have had an absolutely terrible experience deali...
I have had an absolutely terrible experience dealing with the billing department at Banner University. My due date for my son was in April 2019 so in March 2019 I called Banner to pre register for his delivery- providing all my insurance information as well as my personal information during the phone call. I also pre paid close to $1000 for the delivery (the representative I spoke with estimated this would be the portion I d be responsible for after insurance coverage).
My son was born in April as expected.
In the last two days I have received calls from two different collection agencies regarding his birth (one from the hospital and one from the anesthesiologist who administered my epidural). I was completely appalled as I never received a bill/phone call/ email or ANYTHING regarding a balance due. As someone who has never even made a late payment to a creditor this was shocking to me. Both debt collection agencies read the address they had listed for me and it was wrong (being sent to 56th pl instead of 55th pl).
I called Banner s billing department and they confirmed that not only did they have my address listed incorrectly- they had also disseminated the wrong address to all providers who provided care during my hospital stay. The representative I spoke with Tino R (he refused to provide his last name) indicated on the recorded call that it was a clerical error on Banners part and he would submit a request to have to it recalled from collections. He also indicated he had updated my address in the system but there was nothing he could do about all the other providers who had been given the wrong address (and I m now in collections for). He also said he couldn t provide with me with their names so that I could call to attempt to rectify this huge mess, created by careless employees of Banner. He further indicated that Banner had received returned mail when attempting to send mail to my wrong address. I asked to be provided an email from him or Banner summarizing our conversation and indicating what he had done to correct the situation and he refused. I was extremely disappointed with the lack of assistance provided and that I was basically left to attempt to correct an error on Banners part that could result in my credit being trashed
I am simply appalled that, upon receiving returned mail, no attempt to verify my address was made. Clearly, they had my phone number (since I am receiving calls from debt collectors). I m sure they also have a copy of my drivers license in my medical records (which has my correct address). Furthermore, they have all my insurance information and my insurance company also has my correct address.
The fact that Banner 1) made a clerical error that resulted in their records being incorrect 2) made absolutely 0 attempts to obtain the correct information, while being fully aware it was incorrect and 3) disseminated the incorrect information is grossly negligent and lazy. But what makes this situation even more egregious is that they are now willing to do NOTHING to remedy the situation. There s need to be accountability for mistakes that impact patient.
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