Complaints

• Initial Complaint

  10/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 1, 2024, I inadvertently overpaid $3,670 for therapy sessions with Dr. **** at Fox Cities Behavioral Health via the Therapy Notes platform. According to our agreement, I was only responsible for a $30 copay per session, but due to a technical issue where the payment system defaulted to the full pre-insurance amount, the incorrect charge of $3,670 was processed.Upon notifying Dr. **** about this overpayment, I was informed that the refund would take some time to process. On that same day, her administrative assistant, **** Severstad, informed me over the phone that the money had been refunded, and I should expect to receive it shortly. However, after seven days passed with no refund, during my therapy session on October 8, Dr. **** explained verbally that the refund had been flagged as fraud due to the mismatch in the amount **** attempted to send ******* has now been over two weeks, and I am still awaiting the refund. The amount I am requesting is $3,426, which accounts for the $244 transaction fee and the $30 copay for the session. Despite my efforts to resolve this directly with the practice, there has been a clear lack of communication and urgency regarding the matter, and I was even informed that I would be charged for the time it took to resolve this issue, which I object to.Given the prolonged delay and the business's lack of timely resolution, I am seeking BBBs assistance in facilitating the refund of $3,426.

  Business response

  10/21/2024

  **** *. Hong,Ph.D., 
  Psychological and Behavioral Health of the Fox Cities, LLC
  *****************************************************
  Phone:************; Fax: ************
  
  BBB of *********
  ***************************************************************************************************
  
  October 21, 2024
  
  RE: File 2242942
  
  Dear ******,
  
  Thank you for contacting me about this complaint.
  
  Please note below is the documentation to address *******s complaints across multiple agencies despite the timely resolution addressing her many mistakes. She did not just act in a decent manner and allow us to address the complaint. She felt the need to be vindictive and filed across multiple agencies.
  
  As was communicated to ******* via multiple phone calls, emails, and during meetings,due to her mistakes, we needed to conduct in internal evaluation. Upon doing so, we discovered that ******* made multiple errors in processing her own credit card leading to several discrepancies in her bill. As we also communicated to her several times, these discrepancies in transactions led to our attempts to process a refund being flagged as fraudulent.
  
  *******s comments that we did not address this in a timely manner and did not give her a timeline is misleading. Our records show we tried to issue a full refund on 10/2/2024, the date after she carelessly entered the wrong payment amount into the system. However, due to the large amount being refunded and the discrepancies in her bill through our software due to *******s multiple errors, our attempts to refund her money via a credit on her credit card was flagged as fraudulent and denied. Additionally, we clearly communicated to her that we needed to investigate these discrepancies before again, attempting to issue another refund.   
  
  Despite multiple phone calls and email communication with myself and my practice manager, she continued to demand her money be processed immediately and struggled to understand that her multiple mistakes needed to be examined to determine the exact amount we would need to refund her. This was not an accounting error or my assistants error. This was carelessness on *******s part across multiple credit card transactions, as well as her failure to consider credit card processing fees she is responsible for (which she was informed about at the onset of treatment) that lead to discrepancies in her bill and credit card payment, ultimately leading to problems with issuing her a refund.
  
  We were able to rectify *******s errors and our records showed that a check was generated to her on Monday, October 14, 2024 for the amount of $3368.64 which was for her full amount minus processing fees and credit card fees.
  
  Please note that my practice manager would be more than happy to talk with you and provide documentation of this entire process.
  
  Best and please contact me if you have additional questions.
  

  **** *. Hong

*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. ↩