ComplaintsforHeadway

• Initial Complaint

  05/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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 emailing

  Business 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,
  
  *****************************
  
  
  
   
  

  
  

• Initial Complaint

  04/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged ***** on 3/14/24 through PayPal. I don't remember signing up, I never used their services and can't access my account to see any potential membership info. I save all my passwords on my phone and there are none for this site. I requested a password reset and have not received an email to reset. I have contacted PayPal but I want this company to be responsible for poor customer service and unauthorized/deceptive charges.

  Business response

  04/15/2024

  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

  04/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This business charged us inadequately as they never checked if we had met our deductible and submitted payment without any notice or prior billing to a card on file. These transactions were disputed and they recognized their mistake and refunded the charges. The card on file was completely removed and a different card was added to their systems. We were informed that no other charges would be applied until they resolved their system issues and a proper bill be sent with the accurate amounts. The new card in the system was turned off to avoid any charges until they resolved their issue. Regardless of what was discussed they continue to attempt to charge the new card on file however payment was not honored as the card was turned off to avoid unauthorized charges such as the ones they were attempting. Upon realizing that the payment was no being honored they reverted the card on file to the previous cad that was on file without any authorization. The business was not authorized to do this nor have they provided an accurate bill as originally promised. We contacted them via hat and explained yet they refused to refund the charge saying it was valid yet they also refused to provide proof, in addition they stated that either them or the actual provided hanged the card in the system without authorization. I request immediate refund of these charge until a accurate bill is mailed and I make a payment with the appropriate card. They are not authorized to charge any of the cards they have otherwise I will pursue legal action.

  Business response

  04/12/2024

  Thanks for letting us know, and we're so sorry you're having this experience. We'd love to help look into this for you. If you could please reach out via our contact form (****************************************), a member of our support team can help out!

• Initial Complaint

  04/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My daughter seeked out a therapist apparently thru Headway. My daughter is covered thru a primary and secondary insurance provider and that info was shared with Headway. I provided my daughter with my credit card number for the co-pay for the visits. Well imagine my suprise when I look at my credit card bill and see the following charges:Headway ************ - 3/9/2024 - $380.80 Headway ************ - 3/19/2024 - $252.92 Headway Manhattan ** - 4/9/2024 - $252.92 I have no idea who Headway Manhattan ** is or their role in any of this. My daughter isn't even sure who Headway is. I then try to find any contact information on this company and they have no phone support and one needs an account to question the charges on line. Seems like a sham of a company if you ask me. I hope Headway sees this and reaches out to me via email to resolve this matter immediately. In the meantime I have opened a dispute with my credit card provider.

  Business response

  04/12/2024

  Thanks for the reaching out, and we're so sorry you're having this experience! We'd love to help look into this for you. Please have your daughter reach out via our contact form (****************************************), a member of our support team can help out! Please note, due to HIPAA compliance guidelines, we will only be able to discuss *************** with the account owner. Thank you for your consideration! 

*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. ↩