ComplaintsforAmerican Family Care

• Initial Complaint

  05/16/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Service date: 10/28/22 Reason for visit: preventative vaccination, no provider visit Charge: $15 per insurance copay Service Date: 1/16/22 Reason for visit: preventative vaccination, no provider visit Charge: $25 per insurance copay Issue: per my insurance policy (Cigna), preventive vaccinations are to be covered at no cost to the patient. Instead of sending the $40 refund check I am due for overpayment, AFC and its contracted billing partner (I believe the name is Healthquest) have sent multiple incorrectly processed follow up bills stating I have an outstanding balance due. Additionally, they have balance billed (not allowed per ***** contract), failed to follow up and return phone calls, provided false record details, and have failed to refund me the $40 I am due, despite multiple attempts from ***** and myself to resolve this matter, and a confirmation stating that I would be receiving a refund two weeks from February 15, 2023. Timeline November- received a bill (no longer have) stating an outstanding balance due of $70. Called billing multiple times to resolve issue, left VM.12-30, called my insurance provider requesting an adjustment request 1-3, received a voicemail from billing stating that I did not $70, but instead owed $30. Received follow up bill dated January 5 stating $30 balance ****, called Cigna and submitted another adjustment request. ***** called billing partner, could not get a live rep, left vm regarding issue. ****, called Cigna, ***** rep called billing and spoke to rep confirming patient is not responsible for any charges. I also called billing, rep confirmed I would be receiving a refund within 2 weeks 4-7, AFC stated they sent a reprocessing request to Cigna 5-1, I called billing. **** informed me they would not refund me until they had resolved billing issue with *****. ***** contacted billing stating patient not responsible for charges, and cannot be balance billed.Please contact for additional details and documentation.

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