Medical bill heading to collections saved by 5 On Your Side intervention
A Warren County man discovered he was being overcharged for physical therapy and sought help from 5 On Your Side.
James Tucker told WRAL 5 On Your Side that the billing issues at Breakthrough Physical Therapy began at his first appointment.
“The receptionist said, ‘I looked into it, and you have a $120 copay.’ And I said, ‘No, ma’am, it’s supposed to be a $50 copay. I looked into my policy,’” Tucker said.
Needing to get back to tip-top shape after an accident last spring, the Warren County resident stated the correction and proceeded with the appointment.
“I knew I was correct, and I provided them with all the documentation,” he said. “After a couple more visits, the receptionist said they were going to have to recode some visits and resubmit to the insurance company, and I said, ‘Okay, as long as we get it straight, I’m fine.’”
However, 10 appointments later, the issue persisted. After attempts to contact the billing office went unanswered, Tucker received a bill in December stating that it was being sent to collections.
Frustrated, he reached out to 5 On Your Side for assistance. In the same week, Tucker heard back from Breakthrough PT.
“The receptionist said, ‘I’m looking over your account, and I’m not seeing where you owe us any money. In fact, you overpaid us by $10,’ and she said, ‘We are processing your refund,’” Tucker said.
Breakthrough Therapy shared the following statement with 5 On Your Side:
"At BreakThrough Physical Therapy, we are committed to providing exceptional care and a compassionate experience for all our patients. We are aware of the concerns raised and take them very seriously. Our team strives to resolve any issues that may arise in a timely and efficient manner, ensuring that our patients can focus on their recovery and rehabilitation. We adhere strictly to HIPAA regulations and respect the privacy and confidentiality of all our patients. We are actively working to understand the specifics of this situation and will do everything in our power to address and resolve any barriers to care, including those that may arise from billing or insurance challenges. Our priority is, and always will be, the health and well-being of our patients. We appreciate the opportunity to be part of our patients' healthcare journeys and are dedicated to upholding the highest standards of clinical excellence and empathy in every aspect of our service."
If you have a bill that’s been incorrectly sent to collections, you can report it to the North Carolina Department of Justice.
