Barbara R.
Billing & Scheduling a Mess, Technical Issues, etc.
I started using Wellpsyche for my son because he needed an ADHD evaluation. Provider was fine but I've had nothing but issues with their billing department since. I loaded my HSA card as well as a credit card in case the HSA was out of funds. Typically the backup payment will be used if the HSA is out of funds. For some reason they locked my account, so I was unable to schedule appointments, stating that my payments didn't work, even though the credit card I provided was fine and I use regularly with no issues. They sent me an invoice which I paid using the same credit card. They blamed a system glitch for why the credit card on file wasn't charged when the HSA was out of funds. Now I am using this company for therapy and for my own ADHD management, and I'm having the same problems with my own account. Then today, I login for my scheduled therapy session and the provider is a no show. This company charges $250 for no show appointments, so I called them to ensure that I do not get charged for a no show. I was getting texts from them stating if I didn't login 10 minutes it would be counted as a no show....all while I'm sitting in the zoom meeting waiting for her. I know telehealth is the way a lot of providers are going these days, and while it's convenient, technical issues occur. My issue is that every customer service person I spoke with said they could not guarantee that I would not be charged for a no show appointment. The billing department also said they could not waive the charges and that they will send it to their escalations team to review. Not an acceptable answer. If a provider is a no show, and customer calls to advise as such, no charges should be assessed to the patient. Period. This was not my fault but I have a feeling I'm going to be fighting with this company over the $250 no show charge that no one can assure me won't be charged due to their own system's issues, nothing to do with me. The icing on the cake for me was the first rep I spoke with didn't even verify which provider I had, she leaves me on hold for 10 minutes and finally comes back to tell me some doctor who I don't even see is having technical issues and if I need an update on my medication. I advise her that's not the doctor I'm meeting with and this is for therapy and not medical, and she says "oh shoot, I assumed it was for this doctor I probably should have checked that". So she left me on hold for 10 minutes to talk to a provider I don't even have? What kind of Mickey Mouse operation are they running here? So ridiculous they can't waive the $250 no show charge for THEIR OWN PROVIDER NOT SHOWING UP! Plus their CSR's don't even check the patient's records before calling up random providers? Dumbfounded.