ComplaintsforHeadway
Health Care Referral
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Complaint Details
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Initial Complaint
05/28/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I had 11 sessions in 2023 and 3 in 2024 with a therapist through Headway. For each of these appointments, I paid my $20 co-pay. On May 2nd, I was alerted through email that I was undercharged for my 3 2024 appoints and was now being charged $164 per appointment additionally. Headway told me to contact my ***, but the *** would only cover the 1 session I had in Feb 2024 (the other 2 were in Jan '24). However, during the time of this back and forth fighting with Headway, I was also alerted on May 15 that I now owe them $164 for each of my 11 sessions in 2023. Once again, I contacted my ***, but was met with the same fate that these appointments were too late to claim. Apparently the cut off day for Feb '23-'24 appoints was April 30th, 2024, as set by the **** Headway conveniently only alerted me of these bills on May 2nd and May 15th, too late to have the *** help pay, and instead leaving me to pay the full the amount. The rep from Headway has been little to no help. Even when I showed her my EOB that says I am not responsible for payment, she sends me to the ***, but the *** tells me that I am too late to file for claim reimbursement. Headway rep has even told me that they filed my claims on 4/19, but I was never notified of that, so I missed the due date of 4/30, and was only notified by Headway of my bills starting on May 2nd. So how is this fair? Headway gave me beyond late notice and now I am stuck with an over $2,000 unexpected bill that no one is willing to help me with.Customer response
05/30/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
*****************************
Initial Complaint
05/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am a licensed therapist and use Headway for billing purposes. I have been paid out on schedule with the exception of 5/15/24. When I contacted Headway, they advised that my bank information had to be verified and I had to send a voided check even though I had been receiving my payouts prior. I am owed over $2500 for work I provided and am behind on bills because of this. I keep reaching out to ************* and just get asked to send more information.Business response
05/24/2024
Thank you for reaching out to share your concerns with us. Our team is currently investigating the issue and will reach out to you within the next business day. We appreciate your patience.Customer response
05/24/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:I have yet to be paid. Headway made me give them information that was already given to them and this is impacting my livelihood.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Business response
05/31/2024
Thank you for reaching out to share your concerns with us. Our team is currently investigating the issue and will reach out to you within the next business day. We appreciate your patience.Initial Complaint
05/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The Headway company (a billion dollar organization) serves as a billing company for mental health services. They entered into an agreement with BlueCross BlueShield to not file any claims starting Jan 1, 2024 while BlueCross BlueShield updated their systems to pay Headway in a different manner. (This is per Headway. Will attach email documentation.) It is now 5/18/24 and they still have not started to bill BCBS. In the meantime, Headway is billing customers directly and customers are required to pay out of pocket for services that would be covered by insurance.So for over 5 months, Headway has profited by potentially being paid faster and more than what insurance would pay and BCBS has avoided paying for any claims for covered services. And policyholders are left paying out of pocket. Headway has not been able to provide any ETA on when this will be resolved and has indicated that after claims begin to be filed, it will be approximately 30 days before the backlog of claims can be handled and refunds made. That seems absurdly optimistic, but even using that timing, we're looking at least 6 months that two billion dollar organizations colluded to transfer costs and burden for covered claims to policyholders. I have also filed a complaint with the **************************************Business response
05/24/2024
Thank you for reaching out to share your concerns with us. Our team is currently investigating the issue and will reach out to you within the next business day. We appreciate your patience.Initial Complaint
05/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I've been seeing my therapist weekly since January. She is under Headway. I have money pulled from my paychecks and put onto a FSA card to be utilized solely for my therapy sessions. My FSA card ended up being suspended in April as I needed to submit a receipt for something unrelated. I resolved that quickly but in the meantime, Headway removed my FSA card as a payment option in my account and now I can't add it back and pay for my sessions because Headway can't figure it out. They use a third party company called Stripe to process payments. Headway and Stripe keep kicking the can and pointing the finger at each other because neither one of them know what they are doing or care to solve the problem. So now I can't continue my therapy sessions and my therapist loses business. The only option Headway has given me is to pay out of pocket and have my FSA reimburse me. I'm not doing that. It defeats the purpose of me having money taken out of my paychecks to fund this card that Headway/Stripe has put a restriction on. Nor do I have $80 a month that I can even budget now unexpectedly. I want the block that they put on my FSA card to be resolved! This is ridiculous and unacceptable.Business response
05/15/2024
Thank you for reaching out to share your concerns with us. We're sorry to hear that! If you could please reach out via our chat or contact form with your updated FSA information (****************************************), a member of our support team would be happy to help out.Initial Complaint
05/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I have been getting services from Headway since 1/11/2024 almost weekly. They are an in network provider for BCBS IL/anthem. They have refused to submit any of my insurance claims this calender year and have given me three different reasons why. One is there was a breach with the third party payer which they are trying to figure out. There isn't one since BCBS doesn't use optum. Even if they did they should be submitting claims by hand which they are not. They told me that the issue was on BCBS side and they were to hold all claims. I read the e-mail to BCBS and they said this is false. They then said that they are holding claims until their new negotiated rates have been updated in BCBS system. **** said this only take 2 weeks not 4 months. They are in breach of their contract with BCBS because they should not be billing me directly if they are not submitting claims. I have already paid about $3,000. With other medical expenses I've received this calendar year I have already met $1,000 of my $3,000 deductible so I have over paid. I've submitted my claims myself and I'm waiting for them to be processed. In the meantime Headway keeps emailing me saying that I have to pay for services or they will cut me off, but they still refuse to submit my claims. I'm very concerned about being reimbursed for my overpayment.Business response
05/09/2024
Thank you for reaching out to share your concerns with us. Our team is currently investigating the issue and will reach out to you within the next business day. We appreciate your patience.Customer response
05/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
***** ******
Initial Complaint
04/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was charged 4 times for a $40.00 copay that my insurance company told me is a covered service. Headway never billed my insurance but kept charging me for the copayment. I've emailed and reached out to them to no avail. I've contacted my bank to get it reversed and I was told there is nothing they can do about this and to just report them.Business response
04/29/2024
Thank you for reaching out to share your concerns with us. Our team is currently investigating the issue and will reach out to you within the next business day. We appreciate your patience.Initial Complaint
04/29/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I saw a therapist who billed through Headway from Jan 1, 2024 through the end of March 2024. I was billed for each session in full, approx $140/week, and my provider was paid as well. Unfortunately as of today, April 28, 2024, Headway has yet to submit a single claim to my insurance company for any of these sessions beginning Jan 1 (now 4 months ago). Given that, it appears to my insurance company that I have not met my deductible, despite paying Headway weekly (in excess of my deductible at this point!) for months. I recently switched therapists to a provider who does not use Headway and am having to pay out of pocket in full to this provider as well, again because Headway has never submitted my claims to insurance to show that I've paid. I do not have the financial means for paying my deductible twice and am now paying interest on my credit card waiting for Headway to resolve their issue. I have reached out to Headway many times during this time and they refuse to give any estimate on when this will be resolved. They continue to say that it's an issue with a change in their agreement with **************** that hasn't been fully updated in the system. Given that it has been 4 months, it is truly unacceptable that this has not been resolved. It is frankly unethical to bill a client weekly for months and never submit a single claim for the sessions billed. I question if this is even legal. I will never use Headway again and would recommend anyone I know to avoid them.Business response
04/29/2024
Thank you for reaching out to share your concerns with us. Our team is currently investigating the issue and will reach out to you within the next business day. We appreciate your patience.Initial Complaint
04/26/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I signed up for in-network therapy. Before services I received an email with the estimated cost which seemed high. I spoke with the therapist before services began and she assured me, based on my insurance, I would only have a small co-pay of "$10 or so". After two sessions, I received two bills totaling over $200. Turns out the therapist lied to me and Headway blamed me for not being aware of my insurance policy and said there was nothing they could do about my bill.Business response
04/26/2024
Thank you for reaching out to share your concerns with us.We would be happy to assist you with this matter, but were unable to find a Headway account associated with the email you have written in from today. If you could please log into your Headway account and reach out via our chat or contact form (****************************************), a member of our support team would be happy to help out.Customer response
05/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:You very much have an account under the email address provided. As seen in the attachment this is where you sent both bills (the ones that were significantly higher than what was quoted to me). Chatting with your providers was already done. That is where I was blamed for not knowing my policy and was told you would do nothing for me being overcharged by $200.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Business response
05/24/2024
Sorry to hear that! We were unable to locate your Headway account under the email address you have submitted your BBB complaint through lai********************. If you could please log into your Headway account and reach out via our chat or contact form (****************************************), a member of our support team would be happy to help out!Initial Complaint
04/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My daughter has being seen through headway for therapy since Feb 2024 with us having a $30 copay. This last session I was charged $100 without being notified the amount was different. The provider requires my credit card to be in headway for automatic charges. This prompted a huge search through my insurance company who told me that Headway has not filed one single claim to my insurance company so all these copayments I have been paying are not going towards my out-of-pocket cost. I cannot get Headway to contact me back as to why they have not filed these claims. Headway is now saying that they are out of network so now I am private pay and thats why they charged me $100 without notifying me.Business response
04/26/2024
Thank you for reaching out to share your concerns with us. Our team is currently investigating the issue and will reach out to you within the next business day. We appreciate your patience.Customer response
05/08/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
Its been over 1 business day and no response
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Business response
09/06/2024
Hi there, thank you for checking in! It looks like this matter was resolved between you and our support team on June 17, 2024 in the support ticket #*******. If anything new has come up, we encourage you to reach out to our support team directly and someone will be happy to assist! You can reach our support team here: *****************************************. Thank you for your understanding!Customer response
09/13/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
*************************
Initial Complaint
04/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I am reaching out in regards to this company because they issued me a bill for $200 for 5 missed payments. This is not the first time this has happened. They have my CC on file as well as a copy of my current insurance card. My copay has not changed, it has always been $40. This is not the first time this has happened. Last time I was told they would fix the issue so it didn't happen again, yet here we are. I have reached out to the company to resolve the matter, as I strongly feel I should not have to pay this since its a billing issue on their end. When I reached out to them they basically told me that they charge the copay and the claim gets sent to insurance, if I was over charged they will issue me a refund, if I was under charged they will send me a bill. The issue is I was never charged anything at all for 5 visits!! One or two missed visits I could understand, but not 5!! There is no contact # for this company only email.***********************************************<--this is their website ****************************** <--this is the email address *I am in the process of trying to have a supervisor reach out to me instead of emailingBusiness response
04/26/2024
Thank you for reaching out to share your concerns with us. Our team investigated this issue and was unable to find your Headway account under the email you have written in from. If you could please log into your Headway account and reach out via our chat or contact form (****************************************), a member of our support team would be happy to help out!Customer response
04/26/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.**a senior rep from headway contacted me and admitted the mistake was an error in their side and the have agreed to waive my balance with them. Thank you for your help.
Sincerely,
*****************************
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Customer Complaints Summary
102 total complaints in the last 3 years.
67 complaints closed in the last 12 months.