HeadwayReviews of headway.co

Terrible Billing and Customer Service I've been waiting on a refund from headway for weeks after them charging my credit card instead of billing the insurance provider for therapy. Contacting them through their ticketing system is a waste of time as they continuously add more weeks of wait time instead of addressing the issue. I've declined to see any therapist that works with Headway because it appears to be more of a scam than a service provider

They kept charging my credit card instead of billing the insurance provider for accessing my HRA fund. I now have bills racking up on my credit card for the past 4 sessions over the last month. I started contacting them through their ticketing system in the past 3 weeks but there's no actual action taken on their end to fix this. This portal might be handy for service provider to get to their patients but their horrible customer service is a nightmare to deal with.

I have been trying to complete the process since last March. I had to begin the process all over again which means that getting paneled with insurance companies also started all over again. I am close to giving up and doing the credentialing process on my own.

The customer service is very poor and unprofessional. It seems like a family owned business with no accountability. Trush talk and rudeness is all they started with the conversation. A bunch of kids who don’t know how to talk professionally are being gathered up here.

Description of complaint: There is no way for me to even know how much I have paid this business. It is all on credit cards. They have charged, refunded and recharged things so many times it’s impossible to keep up. The inaccurate benefit information they have repeatedly collected has negatively impacted my credit balances, it has negatively impacted my ability to be seen by my mental health providers and it has negatively impacted my quality of life in a big way. I need a refund, I need access to my therapists and the world needs them to be held accountable for their practices that are a failure. Desired settlement: First and formost, I would like this business to change their SOP regarding how they verify consumer mental health or any other health benefits they bill for. They do not use a reliable system and have many many many compaints coming from consumers and from the providers they bill for. This business has errouneously charged me for co paymenets I do not owe them. My plan covers and has PAID headway for claims at both 80 & 100%. They continue to tell me I have either no coverage at all or they are out of network. They have adjusted and readjusted the co payments and charges. I believe this is a way to errouniously charge consumers costs they do not owe. Balance billing is illegal. collecting co payments from patients who have met their out of pocket max is illegal. There is no way for a consumer to speak with a human on the telephone. There has been no resolution for several months. These people are now blocking access to my providers because they state I owe them money which I do not. I have added the proof of payments eobs I have already sent them. I have a ton of emails going back and forth. This is affecting my ability to see my therapists and it is negatively impacting my mental health. The stress is beyond my ability to handle at this point. The people have been paid and there is proof. They need to change and provide proper details, a refund and change their policies. Do not use these people!!!!

The customer service is extremely poor. The only way to contact them is through a contact form, and it takes them 3x longer to respond than 48 hours. When they do respond, they have incomplete answers, they simply "check the box"and then you need to submit a new request and start all over again. There is no way to email a response, you have to file a new claim. Very frustrating.

Terrible customer service. Headway has stolen all data from ZocDoc. Even if the provider accepts your insurance, Headway doesn't.

People are unable to find me on HW I don’t come up on searches by location or even by my name. Also I was told the link to my HW page is now invalid. I asked to help straighten this out but the response didn’t address the problem I described I love the ease of the interface for running my practice But it’s upsetting that I don’t seem to be listed in your directory and that it’s not possible to talk directly with HW staff