I have never experienced more rude service on the phone than from the billing department here. I discovered a charge resulting from a simple miscommunication with someone at the desk, however upon calling billing, I was insulted several times, misgendered, had it insinuated I was my own mother, and explicitly blamed for the situation. The man on the phone verbatim said "this is your fault" in a very angry tone many times.
I don't even owe very much money to begin with frankly- I will not disclose exact figures but it's much less than 100 dollars. I had my debit card in my hand upon calling and really only intended to clear up the miscommunication and pay in maybe 5 minutes worth of a phone call only to be kept on the phone and to be threatened, to be insulted, and to consistently be cut off mid-sentence in addition to having this man verbally assign blame to me for the situation. In addition I found the questioning to be very discriminatory and demeaning.
I had a consultation for a much more expensive procedure than the simple cosmetic skin service I'd been getting prior. It's a shame I will have to cancel it because I simply cannot be receiving excellent service from actual physicians, but then be harassed on the back end over a simple miscommunication. In the past I had recommended this place to friends for similar cosmetic services similar to what I received, however I have now counseled them as well that this is not a place to do business with until they get a professional team together to represent them on the back end. The physician group is huge yet there are several complaints about the exact same department.
Hopefully they listen and make changes. Holding people on the phone just to insult and blame them is a bizarre thing for a BUSINESS of any kind to do. And this isn't an exaggeration, it genuinely BAFFLES me that I was verbally degraded instead of just being offered the option to pay a (frankly VERY small) fee for a simple cosmetic skin service.
EDIT TO ADD: At a later date after this review, I was able to get in contact with management and a very kind man helped me with the situation and apologized on behalf of the rude employee. It was a pleasure interacting with him and I appreciate the resolution. I still paid the fee in full, however I was more than happy to do so to begin with. I am however choosing to leave the review as is because getting to management was quite difficult in the first place.
When I requested the managers phone number, this very rude employee gave me his own phone number. I read the phone number back to him to confirm it was correct (even though he continued to cut me off every two or three digits). He confirmed the number I was given was the managers at the end of the first call. However, it turned out to be his number and he was trying to field the call to prevent me from speaking with management. When I called back the next morning and asked for the manager by name, he told me I had 'accidentally called him' and that I must have confused the phone numbers. Does it make sense that I would randomly confuse the phone number and it would just so happen to be his phone number instead of some random person's phone? I'll leave that to the reader to decide, but frankly the level of gaslighting there was shocking. In addition, he made no apology for his incredibly rude yelling and combativeness.
I don't feel I personally need an apology per say but when your job is to answer billing for a literal medical center, you don't know if the person on the other end owes tens of thousands of dollars for cancer treatment and just lost their job, or is struggling with a disability or impairment. It was WILDLY inappropriate to have that kind of unprofessional interaction and months later it still honestly blows my mind that someone like that is working for a medical center that, aside from horrendous billing staff, has excellent physicians. I believe everyone deserves job security, but this person should never be in ANY customer...
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