Nicole
Very disappointed
Very disappointed. Twice now my account has been "canceled", and I was contacted. The first time I was not aware it had been canceled. I had decided not to get the refill due to being ill, so no reason to log in. When I went back and inquired, they had stated I had to pay $249 for past RX (which I was not aware it was not paid) and I would have to pay for $249 for the new session. Which made sense to me. After thinking about it I sent an email on 02/07/25 at 8AM stating to charge the past due balance but I was not going to restart at that time. I was charged $498 on 02/07/25. I was charged the reactivation fee on the same day they closed the account again. I asked for a refund, as I was not going to use the appointment, but they would not budge. The manager stated it was in the stated that they do not refund. I asked how I can use that $249 credit than because I did not want to pay another $249 reactivation fee. After several emails and delays (because support and billing have a delay between communications) The manager approved for me to reactivate the account this time and they would waive the fee. I did not feel comfortable after the interactions at that time with the situation, so I did not reactivate the account. I now have a new account, had a great appointment with the NP. I felt like they had redeemed themselves, but I was fooled. Once again, I went to set up my follow up appointment and low and behold my account was canceled. I reached out to support and over a 2-and-a-half-week process I was told the payment for 03/07/25 was not made. I was not informed, the account was just cancelled. As we start the process over to get the account reactivated with the billing department. I understood they would charge the 03/07/25 payment at that time and would charge again on 04/07. This has yet to happen. In the meantime, I asked for the account to be merged seeing as they were using old info in the new account. Not sure how that happened. If the accounts are being merged, I asked about being able to utilize the $249 credit I should have on the original account. I submitted the payment record and email that stated they would waive the reactivation fee. Response from HM-*I do apologise for the delay, I got the information back from the billing that there is nothing outstanding from the previous account, so there is no credit left. I was not shocked at all. As of this moment it has been 2 weeks of back of forth between support and I and billing and support. My account is not reactivated yet and now I have to pay another $498 at once because this process has taken a little over 2 weeks. To wrap it up I loved the NP, she was wonderful! If I was able to obtain the medication from another company at this time I would. It does not feel like a fluke that this happened twice to me, and I see others had it happen also as I read reviews. The end result is I am out the $249; I make sure to tell everyone to be care if they use Henry meds. I search weekly for the medication to be available elsewhere that will ship to me. *If you choose to use this service, check weekly to make sure the account is active and read all fine print.
Response from Henry MedsApr 9, 2025
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