ComplaintsforTransitions

• Initial Complaint

  07/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been entered into a treatment program with this company. Upon my initial appointment for intake on June 28, 2023 that I had ******** to cover services but had not yet received my card but had confirmation with my ******** number. I was still made to pay out of pocket $125 for the intake fee and another $45 for a drug screen. I then contacted ***** on June 29, 2023 to inform him that my ******** again was active and I would be using Anthem Healthkeepers plus. I was originally contacted to start classes on July 17, 2023 but had to change my start date. I again contacted *****, the office manager regarding changing my start date and my ********. He stated he would send me the link via email to upload the information and my start **** would be noted as July 24, 2023. As of today, I have not received the link and I have been charged $55 on July 17 and another charge of $55 coming out today due to failure to start my classes. I have made several attempts to reach out to them with no success and they keep taking money from my banking account. I am aware if I have ******** to cover services, I should not be charged any out of pocket expenses due to regulations.

  Business response

  07/28/2023

  **************** was referred to this agency by VASAP on or around 6/15/2023 for an at risk substance abuse assessment. He was scheduled for 6/28/2023 for and assessment. He reported he had insurance with a ******** plan we are not in-network with. At that point, **************** opted to pay out-of-pocket due to us not being in-network with his ******** plan. At which time he was charged $125.00 for the assessment and $45.00 for the random drug screen at the time of his assessment. Upon the completion of the assessment and staffing the assessment with the clinical supervisor it was determined that the client would benefit from out-patient substance abuse treatment. The client was informed that we were not in-network with the insurance that he had at that time and he was informed that he could change to an insurance that we are in-network with. This agency was not notified of the client's change of insurance until 7/19/2023. At that time **************** claimed that he sent his insurance information to our office manager *************************. After reviewing ********************** emails, it was found that he did have an email with ******************** new insurance information. Upon further review, ******************** Anthem Health keepers Plus policy was not active until 7/01/2023. Therefore, the services provided to him on 6/28/2023 cannot be billed to Anthem Health keepers Plus because he was not under their coverage before 7/01/2023. Unfortunately, we have been experiencing issues with our electronic health records system and are having issues with charges and payments and he was erroneously charged. **************** is being refunded $55.00 that was charged to his credit card on file on 7/17/2023 today 7/28/2023. He will need to allow **** business days to allow the refund to post to his account. All services that are rendered to **************** as 7/01/2023 will be billed to Anthem Health Keepers Plus. 

  If there are any further questions, feel free to contact *********************** at *************************************** Thank you!

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