CHI St. Luke’s Health review: Billing refund

09/15/2023 I made a payment of $500 to CHI St. Lukes for a procedure (heart catheterization) that was going to take place on 09/19/2023. The procedure was cancelled due to a scheduling issue on the doctor's (William Lam) end.

09/21/2023 I called CHI St. Luke's Billing department (832)355-3081 and spoke to Sherry. She told me that she sent the refund request to the refund team. She gave me a HAR # 10053813773. Sherry told me that I should receive a refund in 10-15 business days.

11/10/23 I had not received a refund. I called the billing department again and spoke to Tina. I told her that I had already spoken to someone concerning this issue and it was far past the 10-15 business days. She stated that she had reviewed the online notes and that a previous request was not made. She told me she would put in a request for the refund. She said the money was not released because the refund was never

requested on their end. I asked to speak to a supervisor about the issue.

11/10/2023 at 2:10pm Ashley Hamilton called back from 469-980-5727. She said that she requested an expedited resolution to the refund department to escalate the issue. She told me she would call me back on Tuesday 11/14/2023 at 10:30am to follow up. I never received a call on this date.

12/12/2023 I called Ashley Hamilton at 469-980-5727 at 8:41am. I told her that I had still not received a refund. She told me that the notes show that there was supposed to be an expedited check sent out on 11/16 and that I was to receive it 11/17. Apparently, the check was never generated. Ashley sent the issue to Sandy Cavasos, her manager. Ashley let me know she was going on maternity leave and told me that Sandy Cavasos would contact me concerning the matter.

Sandy did not call me concerning the issue.

12/22 @11:40am I called (832)355-3081 and spoke to Erica, who transferred me to Jennifer (took over for Ashely while on maternity leave). I left a voice mail for Jennifer to contact me concerning the issue.

12/28 @11:52am Jennifer called to tell me that the check was generated and would be mailed within 3-4 weeks. I told her that this was unacceptable and that it needed to be expedited. She said she had no control of the issue and would message someone higher about it. I asked for a number to the refund department, and she could not provide that to me at that time. She transferred me to Sandy Cavasos, and I left a voice mail concerning the issue.

12/28/2023 @1:40pm I called back and spoke to Tina to ask for a number to the refund department. She was able to provide two numbers for Laquita (469)-803-3576 and Tralana (469)-980-5412. I called both and left a voice messages. I never received a phone call back.

12/28/2023 Sandy Cavasos called @3:34pm and said the check was sent out on 12/27/2023 and provided a Ref # 700616089. She said that the check should get to me within the next week.

01/04/2023 I am reaching out because I have still not received a refund. This issue is unacceptable and should be handled. I am unable to get in touch with any upper management as they will not contact me personally. I will be giving CHI St. Lukes reviews concerning this issue. This is theft. I never received the service I was billed for, and this money should have been returned to me.

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