Chris Browning, host of the Popcorn Finance podcast got a clean bill of health for his wife after a hospital stay a few years ago. But despite having been patients there before, a billing mixup left his credit score needing intensive care.
Chris’ Money Story:
Chris Browning:
Yes so you know, unfortunately my wife, she had to go in for surgery and which is never a good thing. So we went to the hospital, everything got taken care of. She's all well now. We figured we'd just get a bill in the mail, that's how most medical bills come, they just send you something in the mail.
Bobbi Rebell:
Did they do any paperwork while you were at the hospital? Did you give them insurance information? What actually transpired at the hospital? Because you do usually fill out some stuff.
Chris Browning:
Yeah, so leading up, you sit in the finance office and they have you sign a couple of waivers and disclosures. And they say. "Alright, let's see your insurance". They took a copy and they said, "Okay we'll bill you". And that's literally all they told me. No further information other than that.
Bobbi Rebell:
And the hospital was in Network? Do you remember?
Chris Browning:
Yeah, it was an in Network hospital.
Bobbi Rebell:
So you were trying to be in Network, okay.
Chris Browning:
Yes, so we did everything we thought we were supposed to do and we visited the hospital before and the billing seemed to work fine, so you know we didn't even think twice about it. It felt normal.
Bobbi Rebell:
This might be important later on. You were in the system having visited the hospital before?
Chris Browning:
Yeah, it was a local hospital.
Bobbi Rebell:
Okay.
Chris Browning:
So we just thought, we'll get a bill in the mail like we have in the past. We waited around, nothing came after a couple of months and to be honest, I kind of just forgot about it, because it had been so long and it just never showed up.
Bobbi Rebell:
I would totally forget about it.
Chris Browning:
Yeah, after two months, you assume you would receive it. After that, life just goes on. You do other things. You live life. And so, I have this habit of checking my credit score, because one of my credit cards on their app, they allow you to check your credit score for free, and they'll update it like every seven days. And so I was just taking a look at it, and I noticed my credit score had dropped like a crazy amount. It had dropped about 150 points. That was very alarming, to say the least. And so I decided to take a look in my credit report. And I went to freecreditreport.com. I saw this like delinquency mark and I was like, that's strange. I remember paying all my bills.
Bobbi Rebell:
Right.
Chris Browning:
And when I looked into it, it just gave me just a random number. It didn't really give me a lot of details.
Bobbi Rebell:
Like a phone number?
Chris Browning:
Yeah, it was a random phone number from a ... it was an area code I'd never seen before. And so I gave the phone number a call, and then they gave me the details. They said this is from the hospital that we had visited, and they say you didn't pay your bill and it's been turned over to a collection agency. And this was the collection agency that I was speaking with.
Bobbi Rebell:
Wow.
Chris Browning:
I was just shocked and I was like, well how did this happen? And they have limited information.
Bobbi Rebell:
Sure.
Chris Browning:
And all they'd allow me to do at the time was they said, "Would you like to set up a payment plan?". And I was like, well yeah I want to get this cleared up. But I said, "Let me call the hospital first".
Bobbi Rebell:
Well right, and how do you even know they're legit. I mean they're saying they have the debt, but what exactly happened? Because you'd never heard from the hospital.
Chris Browning:
Exactly, so I was a little hesitant. I don't want to give you money just yet. So I called the hospital and got hold of billing department and I asked them. I said, "I see this delinquency on my credit report. They're saying that our bill was into collections, but we never received a bill in the mail". They said, "Well yeah, we mailed it out to you". And I said, "Well we haven't got anything for months". So they checked their system and they said, "Well here's the address we have for you", and it was the wrong address. They had transposed the numbers around, and who knows where the bill actually went.
Bobbi Rebell:
Which is crazy because two things. First of all, you had been to this hospital before, so presumably you were in the system correctly at some point because you had paid previous bills. And number two, any company, any person, we should all do it, but certainly a company, a hospital, should have a return address. So if they were going to the wrong address, you would think that they would return the mail, and the hospital would receive it back.
Chris Browning:
Exactly. You think they'd be some type of notification for them to know that whatever they mailed out just came back.
Bobbi Rebell:
And they never called you.
Chris Browning:
They never called.
Bobbi Rebell:
But presumably your phone number is on there.
Chris Browning:
Exactly, you'd think if they hadn't been paid all this time, they'd have at least called to follow up. But no. I think maybe it's just the sheer volume they deal with. They don't even try, they just immediately send it to collections after the time period had passed.
Bobbi Rebell:
So then what did you do?
Chris Browning:
So after I verified with them what collection agency they actually sent the bill to, and it matched the information they I had received from the number I had called, I called the collection agency back, because at that point, the hospital said there's nothing we can do. It's been sold to collections, you know it's out of our hands. I called the number back, I spoke with them. I said, "Yes, we want to take care of this". And I said, "If we pay this off, is there a way that this could be removed from my credit report, because it's a huge mark on my credit?".
Bobbi Rebell:
And it's also not your fault.
Chris Browning:
Exactly. Because I explained to them, I said we just never received the bill. I didn't know what type of pushback I was going to get. If they were going to say no. But surprisingly they said, Yes. If you set up, if you agree to a payment plan now, they gave me the total amount. It matched what the hospital said it should be. They said, if you pay this off, we will contact the credit bureaus and have the delinquency removed, because you've taken care of this.
Bobbi Rebell:
Of course. That's the least they can do. Did the hospital take any ownership of the fact that they had not followed up?
Chris Browning:
Not at all.
Bobbi Rebell:
That's disappointing.
Chris Browning:
They basically just said, sorry, nothing we can do. It's out of our hands and it was on me to take care of it.
Bobbi Rebell:
And it's foolish on their part because generally, and I assume this was the case when you send something to a collection agency, they're only getting a fraction of what the bill was. So they lost out for not bothering and not having the right systems in place to check with you. Presumably the doctor could follow up with you and your wife, so they had contact information that was correct in some part of the system.
Chris Browning:
You'd think that if they knew they're going to lose money, that it'd be in their best interest to do a little more follow-ups, spend a little more time, but no, they just I guess, just dump it off.
Bobbi Rebell:
Right, they lost money too. So that maybe there isn't the right stakeholder at the hospital that took ownership of the fact that that bill was not being paid for that reason.
Chris Browning:
Exactly.
Chris’ Money Lesson:
Chris Browning:
I would say first of all, make sure that you follow up on all your medical bills. Even if you think that the office is going to take care of it the way they should, you just never know. You could end up in the situation like this. So I do acknowledge that I could have called and followed up after a month of not hearing anything back.
Bobbi Rebell:
But maybe the insurance you were in Network, so if I was doing something in Network, I would have assumed that if I didn't get a bill, the insurance covered it.
Chris Browning:
I made that assumption too, but I think after this now, I'm going to be on the safe side.
Bobbi Rebell:
Of course.
Chris Browning:
I'm going to give them a call just to follow up if it's been like an unusually long amount of time since I haven't got any communication from them. Just to eliminate any issues or this ever happening again.
Chris Browning:
And the second thing I would say, check your credit score. I was really fortunate that that was a habit that I had picked up. You know we had been paying off some debts so I was in the habit of looking at my credit score to see how it was changing. That's the only reason I knew that there was any type of issue is because I saw my credit score had dropped drastically, and that triggered me to look at my credit report, and that's where I found the error, and I was able to finally take care of it.
Chris’ Money Tip:
Chris Browning:
So my money tip would be check with your credit card company, if you do have a credit card. Or even some banks. A lot of them offer access to your credit score and some even your credit report directly through their website or their mobile app. And so it's really simple. It's free a lot of the time and it's just a really convenient tool to have with you, and whether you're looking for errors or you just want to kind of track your progress. I think it's a really great incentive that these banks are offering to let you stay on top of your credit and your finances.
Bobbi Rebell:
And specifically, how often do you do that?
Chris Browning:
I've slowed down. I was a little obsessive. I was checking like every day at one point. Now I'm on a once per month basis. I'll log in, just kind of look and see how things are going, just I want to keep the practice up. I don't want to get too comfortable and let too much time pass, because who knows when an error could pop up.
Bobbi Rebell:
So when people check their credit score, what are the things that they should be looking for that are good and that are bad?
Chris Browning:
So I would say for sure, any type of drastic change. So if you've made this a habit and you're checking on a regular frequency, your credit score's not going to swing wildly. You know it's normal for it to swing 10, 20 points here and there. But if you see any type of drastic change, that would for sure be a trigger point to let you know you need to look into this a little bit more. Whether it's going to some place like freecreditreport.com which is run by Experian and you're getting a copy of your credit report just to see what's going on. Wild changes in any area of your finances is normally a sign of something that's not normal and that's maybe something you should look into a little bit more.
Bobbi’s Financial Grownup Tips:
Financial Grownup Tip Number One:
The only thing Chris did wrong here, he did not follow up in finding out what he owed the hospital. So the tip is to try to stay on top of your medical bills, especially the ones that you know are probably coming. Even if you're hoping they're not. That said, the visit was in Network, so Chris in all fairness could have believed there wasn't much to do except for a co-pay that he probably had already paid at the hospital. But at the end of the day, he himself says he should have checked in and been more on top of it. Mixed feelings about that though.
Financial Grownup Tip Number Two:
Don't assume that corporations or institutions such as hospitals are competent in their billing. Question everything. This especially goes sadly for end of life situations where the family is distracted and just wants to move on. Assuming you do get bills, try hard as it may be to go through them. I know of some instances where the bills were so out of control, literally offensive, that people have gone to the financing offices of the hospital and just negotiated them down on the grounds that no one could possibly go through every charge for an overpriced Bandaid or medication or whatever, and prove that it actually happened, was given and was priced correctly. Fairly, and fairly is pretty broad when it comes to our healthcare system. Hold them accountable. Just because they throw a list of a thousand teeny charges on a bill, doesn't mean you can't question it.
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