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Account Holder Customer Care Website FAQ's
March 18, 2015

  1. Who is Health Credit Services ("HCS")?

    Health Credit Services is a Quality of Life medical specialty lender who has partnered with HFS to develop the HFS Patient Finance Program. In partnership with Cross River Bank (see next FAQ), HCS issues and services the patient loans which includes making credit decisions, sending out monthly statements, collecting payments and assisting loan holders with customer service inquiries.

  2. Who is Cross River Bank ("CRB")?

    Cross River Bank is a state chartered bank insured by the FDIC. In partnership with HCS (see FAQ above), CRB issues the HFS Patient Finance Program loans and is the chartering institution.

Account Access & Contact Updates

  1. Who do I contact if I'm having trouble accessing my bill online or need additional help?

    If you are having trouble viewing or accessing information please contact Customer Care at 888-568-0186 or email us from the "Contact Us" page.

  2. How do I change my password?

    From the "Manage Account" page, click the "Edit Profile" button in the "Profile Information" section to update your password.

  3. How do I change my address or contact information?

    To update your account information please go to the "Manage Account" page or call customer care at 888-568-0186. In addition, your monthly statement will have a change of address section on the back of your monthly payment tear off.

  4. Can I access my account on my mobile device?

    Yes, after setting up your online account it can be accessed on your mobile device.

Payments & Due Dates

  1. How do I make a payment on my loan account?

    Loan payments can be made online, by mail or phone. Online payments can be made via the "Payments" page. For mail payments you will receive a monthly statement with a tear off coupon and a return envelope to assist with sending a payment. Phone payments can be made by calling 888-568-0186.

  2. Can I make a payment to my doctor?

    Your doctor is unable to process or accept your loan payment. Please make all payments online via the "Payments" page, by phone at 888-568-0186, or with the tear off coupon and return envelope that is sent with your monthly statement.

  3. How soon will my first loan payment be due?

    The first loan payment due date is 30 calendar days from the date that your medical provider submitted the loan. This date will be displayed on your loan agreement. The subsequent due dates will be the same calendar day each month going forward.

  4. Can I change the due date of my loan?

    Yes, you can change your loan due date. After you make your first loan payment go to the "Manage Account page"

  5. Can I set up electronic or "ACH" payments?

    Electronic and ACH payments can be made and pre-scheduled via the "Payments" page.

  6. Can I pay by debit or credit card?

    Debit and credit card payments can be made on the "Payments" page.

Loan Terms

  1. Does my loan APR (Annual Percentage Rate) change?

    Your APR will remain fixed unless two consecutive monthly loan payments are late and/or your account goes delinquent. In the event that this should occur, HCS has the ability to increase your APR according to your loan agreement.

  2. Are there any fees for my loan account?

    There is no early pay off or loan closure fee. Per your loan document, HCS does have the ability to charge fees for late payments and/or returned payments. In addition, fees may apply if loan payments are made by credit or debit cards.

  3. What do I do if I want to pay my loan off early?

    Your monthly statements will include loan payoff amounts including promotional terms. In addition you can request a pay off amount by calling customer care at 888-568-0186.

  4. Can I re-access the credit line or charge another treatment to the loan?

    No, a loan cannot be accessed for another line of credit or to add an additional charge. You can apply for another loan with your medical provider. If your medical provider is not currently offering HCS loans you can have them visit our website at for program information.

Same as Cash

  1. If I don?t pay the Same as Cash (SAC) promotion loan balance before the offer term ends, will my monthly payment change and will my APR increase?

    The SAC monthly payment already includes the applicable interest fee. For accounts in good standing, if you don?t pay the entire principle balance by the applicable SAC end date the monthly payment will not change and the APR does not increase.

  2. How will I know when my SAC (Same as Cash) promotion period is over?

    Special SAC messages will be included on your monthly loan statements with a reminder of the terms and end date of this feature. The message will also include an updated payoff amount every month and a reminder on the last month prior to your SAC promotional period end that it is the final promotional month. In addition, your SAC terms can be found on your loan documents or you can visit the "Account Summary" page or call customer care at 888-568-0186 for assistance.

  3. How is "APR" (annual percentage rate) interest calculated and charged should I not pay off the principle balance before the agreed upon term for a Same as Cash (SAC) loan is over?

    For SAC loans you are required to make scheduled monthly payments including interest throughout the Same as Cash promotional period. If the loan is paid off within the SAC agreed upon timeframe, the interest paid to date is credited to the principal balance with any excess (overpayment) being credited to the account. If at any time during this SAC period your account is in default for any reason as set forth in your Loan Agreement, the SAC feature will become null and your account will be charged the agreed upon APR.