Consumers are using online bill payment hubs to go paperless and pay their bills. Hubs allow consumers to pay many of their bills from one central location, as well as store online all the related statements associated with those bills.
Comments posted online by hub users reveal that some of their bills have not been paid, and it’s difficult to resolve payment disputes with some hubs.
Recently, a patient at a Nevada rural hospital complained that he paid his bill through a hub but was still receiving bills from the hospital. The hospital did not receive the payment. In this case, the payment allegedly was made through the hub, doxo.com.
A review of the doxo.com website reveals that many Nevada hospitals are listed on the website. Businesses appear on the website through crowd sourcing. This means that users of the service can add businesses to the platform. Doxo.com does not contact or contract directly with the businesses.
Once a business is added by a doxo.com user, doxo verifies the information provided by the user against a variety of sources, adds additional details, and publishes the profile to its network for all other doxo.com users to use. Businesses have the option to sign up for doxoDirect and manage their own profiles.
If you have a patient that claims to have paid their bill through a hub and you have not received payment, you may advise them to:
• Contact their hub to resolve the issue, and/or
• File a complaint with the Office of Nevada Consumer Affairs – 844-594-7275
We suggest that you visit a few hub websites to see if your hospital is listed. A quick way to discover hubs that may be soliciting your patients is to perform a Google search with the name of your hospital and “pay bills online” to see if any hubs appear in the search results.