My SO had back surgery last October. Two days before surgery, he got a call from the hospital the surgery was scheduled at saying he needed to pay $480.48 before they would do the surgery, so he pays over the phone. They mailed us a paper receipt on hospital header plus a credit card print out. The receipt on hospital header has his name, a patient number, and is dated the correct date.
A few months ago we started receiving bills for $32, which isn't a lot, but we had already gone through and cleared everything with the hospital and insurance and everything had been paid up. I called the hospital and did the electronic bill pay process, entered the patient number on the new bill, and according to that, we owed $298. So I opt to talk to a person in the billing department.
I'd also been meaning to talk to them, because that $480 prepayment had never been processed through our insurance, so it never counted towards our out of pocket, and I needed to find out how to get that done so we could get it returned since we had over paid our out of pocket maximum.
So I get someone on the phone, give her the patient number on the bill, she doesn't see the $480 prepayment on record, and after some more questions, they have no record of his surgery on that account at all. The $298 is related to his first appointment with the surgeon there.
That's when I realize the receipt has a different patient number, and I ask her to look that up, and she says that that number doesn't bring up any patient account.
She's getting frustrated with my questions and tells me that it was likely a scam and to do a charge back on the $480. I'm frustrated at that point and we end the conversation.
I call back the next day and talk to someone else and we go through the same process, no record of the surgery either by looking at the patient number or his name, and the other number doesn't bring up a patient. He asks me to email the receipt and promises they'll look into it.
It's been a month now and they just tell me to wait for a reply anytime I call back now. They aren't doing in person appointments or I'd take my SO and we'd go in to figure it out. Looking at our insurance website, theyve paid the hospital around $520k, so it's not like we just imagined it lol.
What's going on and how do we get it figured out?
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