On 08-22-09 my husband and I went to Urgent Care in Braselton for an illness. We overpaid our co-payment amount on this visit per my EOB from my insurance company. I called and spoke with Anna in the billing dept. and requested my refund. When I received my refund,I noticed they had deducted $4.43. I called Anna back on 10-06-09 to find out why and she said that was deducted from a previous outstanding balance. I was unaware of any balance due on my account because I had never received a bill for this amount. Anna preceeded to explain that this amount was a "courtesy write-off" because it was under $5.00.
I questioned why it was then taken from my refund if it was written off and she referred me to the billing manager, Bussy. I spoke with Bussy on 10-08-09 and she told me she would send this problem to Diane for review. On 10-22-09, I spoke with Crystal and she said they were refunding my $4.43 per their review. Upon receiving my $4.43 refund on 10-28-09, they also enclosed a computer insurance screen print out billing me for this $4.43 refund. I spoke with Crystal again on 10-30-09 to find out why they were continuing to bill me for this "wrire-off".
First, she told me I was billed for this amount after my 02-20-09 date of service. I told her I never received a bill for this amount. Then, she retracted her statement and told me their computer systems don't generate bills under $5.00. I tried to explain my position how this "write-off" amount is just that and not owed because I was never billed or even aware of such a balance.
No patient knows of their small balances until they return to the doctor for another visit and it is added on to another bill or deducted from an overpayment. I feel this office's fluctuating billing policies are unethical and unfair to their patients. Please help. Thank you!
