Esther C.
Mysterious $300 charge
I had been a regular user, weekly appointments with a therapist I had enjoyed for nearly a year, with no complaints. I lost my health insurance at the beginning of this month, which while unfortunate was expected so I made sure that my last appointment was still in the window that I had health insurance. In the month of June (month that I lost coverage) I was charged 3 times. The first two were for $5.00, my typical copay that I had assumed was due to a typical delay in charging for my appointments, billing is usually 3-7 business days post appointment. However, the final charge was for $300. THREE HUNDRED DOLLARS. After seeing this charge I immediately called Rula customer service asking for an explanation. The associate on the phone explained that was I being “back charged” for six months, worth of appointments, because I had allegedly been under charged. 20 times. I found this extremely hard to believe as I have never experienced any billing mishap that reached this ridiculous of proportions. I asked for receipts for my appointments and the $300 charge. The first associate did not send along a bill for the $300 charge. So, I called again and a second associate reiterated that it was a “back charge” for 20 missed charges. Charges that I, as a customer had no way to know existed as I enrolled in automatic billing, and no where on any receipt emailed to me was there any indication that I was somehow not paying $15. There was also no explanation that I received about an increase in cost of appointment. So, after two failed phone calls I turned to this review website as well as other review platforms to see if this is a common issue and I have found pages and pages of people in the same situation I am. I do not take any joy in posting critical reviews but I don’t know any other way to reach some sort of resolution of this issue after waiting for over for some sort of response, update or guidance from Rula staff. Additionally, while this has been happening I have received 2 separate emails encouraging me to re-enroll as a patient. Out of curiosity I followed the links in said emails and neither worked. It was absolutely bizarre.
Response from RulaJun 20, 2024
We are always working to improve our patient experience at Rula but we occasionally fall short. Because of privacy regulations, we cannot discuss any specifics in this forum. We would appreciate the opportunity to connect with you directly to learn more about the feedback you provided. Please provide us with the email address and full name linked to your account (you’ll receive a separate email from Trustpilot where you can provide this), and we’ll follow up with you directly.