No Voice To Help With The Invoice

, , , , | Working | February 17, 2020

(I have some blood work done by being a walk-in at the lab. I pay, leave, and await results. What I get is a large invoice a month later. If I get blood work through my doctor, I prepay for that. I call the number to find out exactly what this was for. My doctor’s name is not listed in the spot for the physician. Something is fishy. I am omitting the twenty-five minutes spent on hold and five minutes re-explaining the above.)

CSR #1: “Let me look into that.”

(There is silence for several minutes until I realize I’ve been disconnected. I try again.)

CSR #2: “Your doctor would have ordered the tests.”

Me: “But there is nothing on the invoice but codes. What are they?”

CSR #2: “I don’t know.”

Me: “Are they listed online somewhere?”

CSR #2: “Huh? Oh, yes. Try that.”

(I try that and Google confirms my suspicions: they are not tests ordered by my doctor, but the ones I requested personally. I call again to confront.)

CSR #3: “We don’t have any record of you paying. We’re not the lab. We only handle billing. We’re located in Pennsylvania. You need to contact them directly.”

(I contact the lab directly.)

Lab Operator: “Well, sir, you’ll need to talk to our billing department about that. I can transfer you.”

Me: “If you’re going to transfer me back to the people who told me to call you, this won’t be helpful.”

Lab Operator: “Oh, but there’s nobody else I can transfer you to.”

(I’m transferred and I can tell from the recordings that I’m back at square one.)

Me: “I think we may have to escalate this.”

(I re-explain all.)

CSR #4: “Yes, I can see all the tests here and that you already paid. I’m not sure why you were sent that invoice. Disregard it. I’ll take care of this.”

Me: “Why did the others tell me to contact my doctor and the lab?”

CSR #4: “I have no idea. They should be able to see what I’m looking at.”

(Well, at least one of the four knew what he was doing.)

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