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Revenue Assistance Corporation (RAC) is a third-party collection agency based in Cleveland, OH that specializes in healthcare collections. RAC has received consumer complaints alleging violations of the Fair Debt Collections Practices Act (FDCPA) such as illegal communication tactics and failure to provide verification of debts. If you have been contacted by RAC regarding past due financial obligations,understand your rights before responding.
According to the Better Business Bureau(BBB), RAC was founded and incorporated in 1994 and is currently listed as a collection agency. The BBB opened its file on RAC in 1996. Buzzfile estimates RAC’s annual revenue at $24 million and the size of its staff at 200 people.
According to its website, RAC is “a leading accounts receivable management company…founded with a commitment to exceeding client expectations while maintaining an exceptional industry reputation.” RAC is the “leading business process outsourcing agency,” offering a variety of services for “organizations of all sizes and from all industries.”
RAC’s contact management center outsources trained sales staff “experienced in providing high quality, consistent customer service.” Their Medicaid eligibility team assists “self-pay patients with a variety of financial assistance programs.” Their business continuity team provides disaster relief and support.
RAC’s third-party collections division “deploys a number of products and processes to optimize performance within our collection process.” Their proprietary account screening process “ensures that the necessary information is readily available, allowing the focus of efforts on collecting rather than gathering information,” and includes the generation of “a second effort on accounts where recovery is still possible.”
RAC’s extended business office services provide “an offsite extension of clients’ business offices to manage…account receivable services,” allowing “effective account resolution to reduce outstanding receivables.” RAC also offers medical billing, medical coding, and supply chain management solutions.
RAC’s “compliance program ensures adherence to bulletins, regulations, and guidelines that apply to billing and debt collection…and is compliant under the Health Insurance Portability and Accountability Act of 1996 (HIPAA).”However, RAC’s site is entirely client-facing and does not offer links or references to consumer protection laws, resources, or agencies.
In the past three years, the BBB has closed 17 complaints against RAC, with 4 closed in the past 12 months.Almost all of the complaints alleged problems with billing and collection. Since March 2015, the Consumer Financial Protection Bureau (CFPB) has received 35 complaints against RAC, and Justia lists at least 6 cases of civil litigation naming RAC as a defendant.
Absolutely. Here are some Sample Cases against Revenue Assistance Corporation – RAC.
Complaints against RAC allege aggressive telephone tactics, and many of RAC’s responses to consumer complaints on the BBB site tend toward argumentativeness, defensiveness, and attempts to shift blame onto the consumer. For example, in January 2015 a complainant alleged that RAC had used “very strong-arm tactics in their collection process.” During the first phone contact, the complainant alleged that the representative “was rude from the start, and when the complainant asked her to state her business…she did not… and when the complainant asked to speak with a… supervisor, … she repeatedly refused.” The complainant finally reached a supervisor on the third call and explained “that the amount in question was incorrect” and that the complainant would prefer to speak to the original creditor.
In response, an RAC representative indicated that “the recordings of the calls show an abusive and condescending attitude on the part of the complainant”; and that “during a recorded call the complainant stated, ‘that he paid the account last week,’ but that when asked for the payment information, he terminated the call.”The RAC representative also stated that, “our clients hire us to hold debtors accountable. All of our contacts and work fall within the Fair Debt Collection Practices Act. The complainant adds conjecture that we are a mediocre agency in his complaint. But as you can clearly see in our profile, we carry an A+ rating with the Better Business Bureau.”
The complainant responded by posting details of the offer he had made in his earlier complaint, and stated that “since a full certified transcript was not provided I have no way to prove or disprove the writers information, so I stand by my statement and have filed my complaint accordingly.” He also posted a link to additional consumer complaints to counter RAC’s rebuttal to his comment that RAC “claims to be the perfect company.”
An RAC representative again replied to this rebuttal, stating the complainant “is not my client, this is not a customer service issue, he is a debtor that was held responsible for his actions, and is not happy that he is not getting his way. As a result of holding the complainant accountable to my client, his balance was paid.” The RAC representative concluded by stating that “my position in my original response has not changed. Should you have any further questions or concerns please feel free to contact me at your convenience.”
Revenue Assistance Corporation
3711 Chester Avenue
Cleveland Ohio 44114
Telephone: (800) 305-5702
Understanding your Debt Collection Rights
The Fair Debt Collections Practices Act (FDCPA) and the Fair Credit Reporting Act (FCRA) are enforced by the Federal Trade Commission (FTC) and the Consumer Financial Protection Bureau (CFPB). The FDCPA regulates the behavior of collection agencies by prohibiting actions such as the use of abusive or threatening language; harassment; or the use of false or misleading information to collect a debt.
The FCRA regulates how collection agencies and creditors report delinquent debts to credit reporting agencies. Additional consumer protection laws include the Telephone Consumer Protection Act (TCPA) and the Consumer Financial Protection Act (CFPA). The complaint above illustrates how these laws can be extremely effective tools to hold accountable collection agencies who fail to adhere to their provisions.
These laws also provide individuals with a means to seek monetary damages in court. For example, the FDCPA allows consumers who have been violated to recover damages of up to $1,000, plus attorney fees and court costs.
Seek legal assistance to find the relief you may be entitled to if you are having difficulty resolving disputes with a debt collection agency.
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