Problem Solver: Hospital Issues Refund

When you go to the hospital or doctor's office there's no doubt all the paperwork involved with your insurance claim can make your eyes cross. One Boiling Springs family kept a close eye on their bill and realized they overpaid the hospital nearly $400. They say they spent months trying to get their refund and with Christmas on the way they didn't have any money to buy presents for their children. Dianne Derby brings them a little Christmas cheer and lets you know how to fight an insurance dispute in this 7 On Your Side Problem Solver.

"My son was born in August," said Melissa Lee.

Little Matthew Lee made quite an entrance into the world.

"Ten days later we were back in the hospital because he had caught a virus," said Lee. "When we were released we realized we were overcharged $495 because of a mixup with our insurance."

So Melissa Lee contacted Mary Black Hospital in Spartanburg to try to get her money back.

"I was told once our insurance was settled with them we would receive a check and it would take about 3 weeks," said Lee. "So I waited a month and I called back again in September and in September I was told the insurance was settling and you should receive your check in about 3 weeks."

Mrs. Lee says she spent months trying to get her issue resolved with Mary Black but she says every time she called she got a different excuse. With Christmas on the way it started to become a money emergency.

"I have three small children," said Lee. "I have to have my money. I don't have anything to buy presents with so that's when I called News Channel 7."

In our first e-mail response from hospital spokesperson Dennis Jankowski we were told us a refund check was issued in October but it came back because they had the wrong address. But he said the check had been re-issued.

"They were able to get the bills to me but they weren't able to get their refund check to me," said Lee as she wondered how the check was sent to the wrong address.

When it didn't show up 12 days later Lee called us again. So 7 On Your Side contacted the hospital again. The good news--Mr. Jankowski told us Mrs. lee could pick up a check in person instead. The next day she did.

"We are very thankful to News Channel 7 and that 7 is on our side and that we had someone to call because I just didn't know what to do," said Lee. "Calling Mary Black certainly wasn't working."

Now Christmas will be a happy one for Matthew and his family.

If you have a debate about an insurance bill you have a way to make your voice heard. The South Carolina Department of Insurance regulates the companies and takes complaints from viewers just like you. To register your complaint call toll free 1-800-768-3467 and they will send you an official consumer complaint form or you can click here to download one instead.