Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Account number **********. The account was overpaid by $1,414.09. Patient Fi posted an incorrect balance and balance Patient Fi posted, I paid in full. After payment was made I was reconciling my books and realized that the payment made was incorrect by $1,414.09 and immediately contacted Patient Fi customer (NO) service and was told that the refund would take 3 months to process. Why should Patient Fi be allowed to hold my money, especially because its their error. I want my money returned in the reasonable 3 to 7 days as expected by any reputable business. The settlement desired is the immediate return of our $1,414.09. 01/25/2024

  

  Business Response

  Date: 01/26/2024

  Hi *******, 

  Thank you for bringing this to our attention. We do apologize for the experience you've had so far. One of our agents has been in touch with you regarding your refund. We have processed your refund via ACH. You should see it ************** a few business days. If you need to reach us, please do not hesitate to give us a call at ************. 

  We thank you for your patience and understanding. 

• Initial Complaint

  Date:01/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been calling since October to get my refund of payment for my account. I have called at least 15 times if not more. I keep being told that it takes ***** days. It has now been over 90 days with no response. I called again today and was told that the account was closed January 16th and that it would take an additional ***** days. They told me that when I do receive my money back it will be in separate payments for each payment made on the account. This is absolutely ridiculous. Im done getting the run around. I was told 2 weeks ago that my payment was finally approved and my check would be on the next check run which was last Thursday. Still no check has been made. I am about to go a lawyer

  

  Business Response

  Date: 01/24/2024

  Hi there, 

  Thank you for contacting PatientFi. We apologize for the experience you have had so far. I understand there has been a delay in your refund. I have looked into this and our billing team has confirmed your check was mailed out on January 22, ****. Your is check# is ****. You should receive your check within a few business days. Should you have any questions or have any trouble receiving your check please give us a call at ************. 

  Thank you,

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid off my loan amount on December 4th in the amount of $3250. The website is designed so that it doesn't give feedback for when you press it. I waited a day to see if the website registered that I had clicked to pay. I figured it was a glitch. I pressed the button again and got an email saying that I paid off my loan. I checked my account on the 6th and it processed twice. I now have been waiting 33 days for a refund and still nothing. I was told I would get a letter in the mail "within a few days" back in early December. Nothing. If I don't get that simple "loan paid" letter, I certainly don't think they'll honor the check being mailed in a timely fashion either. I have attached evidence of a conversation, the picture of overpayment, and the picture of loan balance. They said to send them a message on the portal, but after two messages (One in December and one at the beginning of January) they still have not replied.

  

  Business Response

  Date: 01/12/2024

  Hi ****, 

  We apologize for the experience you have had so far. We take all feedback very seriously and will work to make this right. We have received confirmation that your refund will be processed today via ACH. You should see your refund back in your account within 3-5 business days. If you have any issues or do not see your refund after 3-5 business days please give us a call at ************. 

  Thank you,

• Initial Complaint

  Date:01/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been waiting on a refund of approximately $9000 after I cancelled an elective procedure. This was cancelled on November 14, 2023. It is now January 9, **** and I still have no refund. I've called your customer service center and am not receiving much service or guidance from an agent, *****, who was very nice and understanding, but really could not provide me with much information beyond "refunds take a long time." This is unacceptable.

  

  Business Response

  Date: 01/18/2024

  Hi *********,

  We appreciate you taking the time to speak with us. We have issued your refund via ACH and can typically take 1-5 business days for it to reflect in your bank account. We apologize for the delay and appreciate your patience. Should you have any questions, please do not hesitate to reach us at ************. 

  Thank you,

• Initial Complaint

  Date:12/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Patient Fi account set up for automatic payments early every month. Paid extra payments and paid off early. Even with a zero balance and paid off early they continued to take another payment out of my account for $1085.00. Have been calling since October 23 only to be told 60 days I would receive check. Then another call was told the lady that does the approval is on vacation and hasnt approved my return . Then today was told the 60 days does not even start until the approval is given. Money was provided to them on time and early but they they dont want to give my money back and told it was being investigated for laundering and that is why the whole process takes so long!!! I guess the only way to get my money is a lawyer?

  

  Business Response

  Date: 12/28/2023

  Hi *******, 

  We apologize for the experience you have had so far. We take all feedback very seriously and will work to make this right. An agent from our Customer Support Team will be in contact with you. Should you need to reach us sooner, please give us a call at ************. 
  Thank you,
  

• Initial Complaint

  Date:12/27/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was approved for a loan through this company a couple of months ago. Several weeks before my first payment was due, I made a payment of $100. A couple of weeks later, I had some financial struggles and decided to cancel treatment through the health provider who in turn fully refunded the loan to PatientFi. Let me be clear: the loan was cancelled. I do not owe them anything - they owe me $100. When I asked them about my refund that I paid directly out of my bank account, they claimed they had to mail me a paper check which makes zero sense and then they said it could take ***** days for this to even happen. After reading reviews from others they did this to, there are people who have waited for months. Its been almost 30 days and I tried to speak to a supervisor but they of course dont get right on the phone. They said they didnt do refunds directly to the bank accounts unless it was their error?? What does that even mean?? No one was at fault here - I made an early payment and am now being punished?!

  

  Business Response

  Date: 12/27/2023

  Hi *******, 

  We apologize for the experience you have had so far. We take all feedback very seriously and will work to make this right. An agent from our Customer Support Team will be reaching out to you. Should you need to reach us sooner, please give us a call at ************. 

  Thank you,

  Customer Answer

  Date: 12/27/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:12/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was out of the country for a sick parent when my payment was due. I was away from home for 3 weeks and was not able to access my account or contact them since I was out of the country. I reached out to costumer service upon return and wanted to make a payment/pay off my account to avoid interest. They would not work with me even if I had proof of traveling document. Business exists to make money. They make money of me but you cant refer them to someone if they are willing to work with people, especially if they have legitimate reasons.

  

  Business Response

  Date: 12/06/2023

  Hi Ming, 

  We wanted to express our genuine concern regarding the feedback you provided. Your feedback matters to us, and we are committed to understanding your situation better. A member of our team will be reaching out to you shortly to discuss your concerns and work together to resolve this matter. Should you need to reach us sooner, please give us a call at ************.

  Thank you for bringing this to our attention, and we appreciate your patience as we address your concerns.

  Best,

   

• Initial Complaint

  Date:10/31/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a one time payment on my credit card on 10/3/23. Unknowingly it was charged as a quasi cash advance on my card incurring fees and higher interest. I did not approve this. I was told by patient fi they cannot reverse the charge and Discover said they can't dispute on their end. Discover did say Quasi is for emergencies only and that I could pursue/call the local police. Very shady business practices. It should've been flagged and not processed if they do not take credit. I am hopeful they can make this right and reverse the charge to my discover card.

  

  Business Response

  Date: 11/02/2023

  Hi Taryn, 

  It was a pleasure speaking with you today. It looks like Discover processed your payment through a cash advance. Please let us know if Discover is able cancel your payment so that we can assist you to submit a new payment. If you have any questions, please reach out to our Support team at ************. 

  Thank you,

• Initial Complaint

  Date:10/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used PatientFi to finance an elective medical procedure that I was planning on having. I made 2 payments ($354.20 each) as I was coordinating with the clinic for details on the procedure. I ended up choosing not to have the procedure and the clinic refunded the amount I financed from PatientFi back to my PatientFI account. The loan was subsequently paid off with a negative balance for the two payments I had already made. The loan was cancelled on 7/8/23. I was told that the payment portal reflected the amount but that it would take a month for things to be processed through their payment department. I contacted them a month later (approx. 8/8/23) to check on the status. They told me that it was processed and was now in process to be refunded, but that would take a month. I called again on 9/12/23 and was told that it had been process but was now going to a different **** which would issue and mail the physical check, and that could take a month. We are now 3 month past when the clinic refunded the loan amount to PatientFi and I have yet to receive the money for the the 2 payments I made ($708.40). I called today. They told me a check was mailed on 9/14/23 from ************ and suggested I contact my local post office. The ** isn't holding on to a check "mailed" nearly a month ago. I asked if they had tracking info for the check that they could check. Yes, there is, but they can't access it, they can create a ticket for someone else to check. Maybe I will get a call, but "it will take some time". They can issue a stop payment on that check and mail a new one, but "it will take some time". This company has owed me money for 3 months. Everything they do will take a month, Despite the fact that I made payments to them via electronic transfer. No resolution. They are stalling until I give up and will not refund me the money they owe me. In the meantime, my account portal has now scrubbed all history of the payments I made only showing a $0 balance.

  

  Business Response

  Date: 10/10/2023

  Hi *****, 

  I do apologize for the experience you have had so far. We did issue a refund check that was sent out on September 14, 2023. If you have not received it we definitely want to make sure you receive your refund as soon as possible. A team member will be reaching out to assist you with this matter. If you need to reach us, please give us a call at ************. 

  Thank you,

• Initial Complaint

  Date:10/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attempted to reach out to the company with out any luck. Please help me as my last payment has not been confirmed by this company and I am at risk of paying $3k in penalties re interest per contract. I have not been contacted regarding my concern. Previously spoke with ****, representative who stated there was a payment made and continued to be rude to get me to disconnect. I politely asked her to submit a ticket and requested a call back due to my bank confirming there was no pending transactions from 10/3/23. I do not feel this company should be trusted if consumers are treated in such a manner. If this last payment isnt pulled then they profit. Thank you for your attention to this matter while I seek additional advice.

  

  Business Response

  Date: 10/06/2023

  Hi ******,

  Thank you for bringing this to our attention. We will be conducting an investigation into your feedback and sincerely apologize for the experience you had. We strive to always be helpful and courteous in every interaction and it's clear we were not in this case. 

  A member of our management team will be reaching out to you directly. In the meantime, I would like to confirm that your payment was received and you will not be responsible for any interest penalties or fees. You should also receive a confirmation letter, if you have not already, stating that your account is paid in full. With ACH transactions they can take 3-4 business days to appear in your bank statement which was the reason for the delay. However, you should see that settled transaction on your bank account now.

  Thank you so much for your business and we hope that you will think of us again for any future needs. 

  Sincerely,

  PatientFi Member Support