Have you ever had something in life that you were doing everything you could with and it just wasn't working out right? I've been dealing with a particular situation for nearly 8 months like this. 2010 was a rough year, I'd been in and out of the doctors and hospitals and specialists, racking up a total of 3 trips to the ER, one resuling in admittance and an over night stay, 2 minor surgeries and a major surgery in Nov 2010. Just two weeks prior to my surgery, both my kiddos had their tonsils removed as a result of multiple trips to the ER with high fevers due to Strep Throat. Needless to say, my medical bills were stacked up and bombarding my mailbox. I had organized the insane amount of bills/accounts that had accumulated for each of us and worked diligently to pay them all off and to make sure I called and worked with each billing office if there was ever an instance where I couldn't make the full payment that month.
One month, I received a check from my church family to assist in paying these off - in the time I needed it most, as I was starting to feel crushed under the weight of trying to pay all of these bills and my mortgage and my basic living expenses. It was a fantastic feeling to use that lump sum of money to call two of the billing offices and negotiate a one time discounted pay off amount and get to cross two accounts off my list. It gave me motivation to keep trudging through it all.
18 months after I started this endeavor, I was so excited to get to celebrate having paid them all off and being truly debt free, again! It was such a wonderful feeling and I was so happy to be rid of the added weight that debt adds to my daily life to carry around. A week later, my celebration was cut short, when I got a bill in the mail from the hospital, with a final notice stamped across it in red letters. This had to be a mistake, I was certain of it!! I read through it, $1,600.00 balance?! Definitely a mistake, there was no way this could be possible. I reviewed all my notes and lists of accounts I had spend the last year working and focusing on to pay off, and this account number was not listed on there - nor was this amount. I called the hospital and after nearly an hour on the phone, I had come to terms that this was a bill that I had missed... And I was responsible for paying, and now the hospital was moving it to collections.
I begged and went as high up the chain of people they would let me go to not turn it to collections, but there was no mercy. The bill had been outstanding for 8 months, and not a single payment had been received; as far as they were concerned, I had been ignoring them. I can understand from their point of view, as I'm sure someone in a bill collections role hears, daily, the terrible circumstances that have caused someone to not be able to pay their bill - but nonetheless, the bill still needs to be paid; and the doctors deserve to be compensated for their work. None of that understanding made the money appear in my account. The hospital was willing to keep the account out of collections if I could pay it in full in one payment, but there was no way I could, so off to collections it went, and thus began the 8 months of avoiding phone calls and research on dealing with collection agencies and all that jazz for me.
I didn't avoid their every call, so don't go thinking that. I took some of their calls, but the conversations that took place were not exactly pleasant. I had learned enough to know that I was not required to provide the information they requested, nor was I required to agree to payment on the terms they laid out; which I must say were crazy. The first offer they provided me was an "easy payment plan" of $500/month. Part of me went to a place, where their phone calls had become so incessant and borderline harassing that I didn't want to cooperate and work with them. Each time we spoke on the phone, it always ended the same way - with me saying I was paying what I could each month, and some months it was more and some months it was less.
2 months ago, I received a notice that the collection agency was moving forward with legal action with intent to sue for the remaining balance. Did this notice have my full attention? Yes, you bet it did. Did it cause me to jump and pay the bill right away? No, certainly not - mostly because I didn't have the money on hand to pay it off and also because I had read that this was a tactic by the agencies to get the person to make immediate payment. Now, trust me, if I had the money, I would've paid it long before it got to this point, but I didn't have that kind of money sitting on hand and available. I had written the hospital a couple of times, to the CFO, explaining my situation and asking for help with the bill, if they could write off a portion or all of the remaining balance; but I never received a response.
A week ago, I got a check in the mail for $15, which was what I had sent in for a payment to the collection agency. With the check was a note that said it was not considered a sufficient payment and so they were returning it to me. I called the agency, perturbed. Here they were, trying to collect on a debt; here I was, trying to pay on it - sure, it was a low month, but I was trying to pay - and they were sending it back?! When I called in, I was not able to speak to the representative on the phone anymore, I now had a case manager... and I knew what that meant, they were moving forward with the legal suit. At this point, the balance was down to just under $1200. I was preparing myself to have a difficult conversation with my case manager, as none of my conversations to this point had been beneficial or easy or cordial.
She got on the phone and after a few minutes, I calmed down. This woman came across as kind and caring. I told her I didn't want to see this go to legal, and she felt the same. We discussed options for a pay off settlement amount, though what I had and could pay was not enough for what she could offer. We discussed the payment plans they were willing to accept - the lowest one being $200/month plan. I told her I couldn't commit to that; but rather than telling me "well, that's too bad, we'll just move forward with the legal suit" she asked me "okay, then what can you commit to?" So we came to an agreement on an amount I could match - with the understanding that the months I could send more than the agreed amount, I would. She also told me the final settlement offer would be on the table until the last Friday of the month.
I still wasn't feeling so great about it - this debt was still hanging over my head and if I missed a payment, the lawsuit would be in court, no more exceptions. It was a big risk. I ended up talking with my parents about it, the risk at hand and what is the best way to approach it and how frustrated I was that the hospital had ignored my multiple plea's for help. It was an emotionally frustrating and embarrassing moment. Writing this is slightly embarrassing as well, but I do so knowing that I am not the only person in this world who has had or is having debt issues, so I'm not alone in this. It's very hard for me to admit to anyone, even my parents, that I am having issues financially. It's a sore spot that I strive to make sure I don't struggle in, yet I have on occasion. This was one of them. In the midst of this conversation, my parents had made the decision to offer me the payoff amount so I could pay the collection agency, and in return, I would pay them the monthly agreed payment terms I had with the agency. It was a great offer, the payoff amount was nearly $400 less than the balance and it meant no risk of a lawsuit if the payment was ever late or missed; so I took it. I was starting to feel better about it all, but still, it's a debt over my head and I didn't like that.
So yesterday, I called the collection agency to make the payoff payment on my account. Again, I was transferred to my case manager, who was not available according to her peer. I asked if I could make the payment over the phone to her, she put me on hold and came back and said that my case manager asked that I wait to make the payment - and said that she would call me back in a few minutes to work with me. I was a little confused, but figured it was probably some kind of commission thing so I said sure. I was at the store with my mom and kids at that point, and my phone rings - I'm standing in the middle of an aisle, ready to make my payment and keep going for the day - not ready for what I am about to hear.
My case manager is one the other end of the line, she explains to me that she had to call the hospital and verify that they would accept the payoff amount she had given me. At this point, I'm thinking the hospital has rejected it and I'm screwed and they want more. She goes on to say that she spoke with someone, a higher up I presume, and ended up telling them the conversations she and I had had over the last week - in those conversations she'd found out I was a single mom, 1 income, no child support, no ex involved, minimal assets and the numerous other hospital bills which were paid in full and all on time to the same hospital and how this one had been missed. In their discussion, the person with the hospital ended up making the final decision to write my entire remaining balance off as a charitable gift, leaving me with a $0 balance and nothing left to owe! I couldn't believe what I was hearing... I had to have her repeat herself, but sure enough, I'd heard her right the first time! The debt had been removed, and I was free and clear. She told me she hoped I had a wonderful weekend, and in the middle of the store aisle and in the midst of tears, I told her thank you and I hoped she had the same and she hung up.
I'll never meet this woman, I don't know her life story, her background or her faith - but I do know she had no obligation what so ever to do what she did. Her job was to call, ask if the payoff amount was enough, and hang up. Instead, she took the time to listen to me and work with me - and for some reason, she took the time to relay her impression of our conversations to the hospital in what I can only assume was an effort to persuade them to help me; and that is exactly what they did. I am incredibly thankful for what she did and for the decision the hopital made, it truly was a blessing in my life, and a very unexpected on.
Admitting I had debt doesn't feel so great; stating I was on the verge of a lawsuit to be sued over the debt plus court fees, etc. with the collection agency is embarrassing - but sharing the outcome of the situation and the knowledge that God's hand was over me in the whole process is worth far more to share than hiding my embarrassment. Life has it's mishaps and mistakes - none of us get through it all unscathed and perfect, so why hide the rough parts when there is glory and hope to be seen in them?
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