Impossible to Pay Bill

[Robert D Schmidt]

Received the bill. Set up online account to pay bill, but BioTel web site would not accept payment. We called to pay, but they will not answer their phone. After several tries, we gave up. I went into surgery. About a few weeks later we receive a collections notice from BYL Collections. We go on their site and pay bill. We think that we are done with this, but we receive another collections notice. This time, we call to tell them that we paid. They say that our card was declined. After much discussion, we find out that the collections site will not accept Visa HSA cards, which is what we use to pay our medical bills. The repre was very rude, and we ended up hanging up on her. We tried to call BioTel again, but no answer. We feel that they are using the collections company as a billing department.

 

[anonymous]

Received the bill. Set up online account to pay bill, but BioTel web site would not accept payment. We called to pay, but they will not answer their phone. After several tries, we gave up. I went into surgery. About a few weeks later we receive a collections notice from BYL Collections. We go on their site and pay bill. We think that we are done with this, but we receive another collections notice. This time, we call to tell them that we paid. They say that our card was declined. After much discussion, we find out that the collections site will not accept Visa HSA cards, which is what we use to pay our medical bills. The repre was very rude, and we ended up hanging up on her. We tried to call BioTel again, but no answer. We feel that they are using the collections company as a billing department.

Whoever your doctor is, tell them about this and how horrific your experience was with them. Plenty of other options out there

 

[anonymous]

Whoever your doctor is, tell them about this and how horrific your experience was with them. Plenty of other options out there

Wrong answer. Have your doctors office call the sales rep who will get this simple misunderstanding handled quickly. You simply spoke to the wrong person.

 

[anonymous]

Another "simple misunderstanding" this company is nothing but simple misunderstandings, thousands per day!! Yeah, try the rep, but I am sure it is an open territory, so try the RSD that will NEVER respond.

 

[anonymous]

Wrong answer. Have your doctors office call the sales rep who will get this simple misunderstanding handled quickly. You simply spoke to the wrong person.

False, such a corporate answer.

This is just one of many issues, they just want to cover it up and keep the Drs from knowing because mistakes like this happen ALL THE TIME.. Not to mention the malware/virus attack recently.

The Dr knowing and complaining is the best option. It's only when the Dr makes noise that the company listens.

Unless you want to sit on hold for over an hour on the "customer care line" to an overworked and underpaid phone jockey.

 

[anonymous]

False, such a corporate answer.

This is just one of many issues, they just want to cover it up and keep the Drs from knowing because mistakes like this happen ALL THE TIME.. Not to mention the malware/virus attack recently.

The Dr knowing and complaining is the best option. It's only when the Dr makes noise that the company listens.

Unless you want to sit on hold for over an hour on the "customer care line" to an overworked and underpaid phone jockey.

Tell me the last time you had a good experience with any customer service call that you've made. Nobody does customer service well anymore because there's no money in it and turnover is ridiculously high. The fact of the matter is this patient should not have any trouble paying with a healthcare savings account card and I'm confident the local sales representative could be of assistance if given the chanc .

 

[anonymous]

Sales rep’s job is to SELL! Not to pay patient bills. Like we have nothing better to do... just keep piling on the rep. Why not fix your failing infrastructure and horrible customer service so you can free up your reps to actually do their job instead having to put out constant fires.

And you wonder why so many reps leave... management’s answer to every problem is “sell through it”. Might as well just give us a fire extinguisher during onboarding training and a firm slap on the ass.

 

[anonymous]

Tell me the last time you had a good experience with any customer service call that you've made. Nobody does customer service well anymore because there's no money in it and turnover is ridiculously high. The fact of the matter is this patient should not have any trouble paying with a healthcare savings account card and I'm confident the local sales representative could be of assistance if given the chanc .

There are plenty of companies have great customer service and wait times aren’t over an hour

The fact of the matter is they don’t pay them nearly enough to deal with the stresses of the job. Literally responsible for front line sick, scared and angry patients.
It would be rather easy for them to increase their salary by a dollar or two an hour (which is why a bunch jumped ship awhile ago) which for someone earning only above minimum-wage would make a huge difference. I don’t think the CEO’s lifestyle would alter much if he earned a million less a year