ComplaintsforForward Counseling, PLC
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Complaint Details
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Initial Complaint
07/10/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I was charged for an appointment I could not make several months ago. I gave appropriate notice and was still charged for the appointment. I tried to call several times and got no response. I never receive a call back. I got an email yesterday 7/9/2024 charging me another amount even though I have not made another appointment and have not been seen by anyone. I again called 2xs to get this stopped and the money refunded. I did not get anyone on the phone and left voice-mail. I have not heard back still. I also emailed the office manager, and have not heard back. I am owed a total of $77.17 and I want the charges to stop.Business response
08/08/2024
Business Response: OTP
Customer had scheduled appointment on 02/13/2024. The customer was a no show, there was a fee for no show. ***** was refunded to customer.
Initial Complaint
09/23/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
9-6-22- I spoke with my daughter's therapist, she stated she was leaving the practice and began to tell me that she had an overcharge on my account for her for 35 dollars that would be applied to my balance to pay her off. She informed me that the psychiatrist my daughter was seeing in the past for ADHD medication had overcharges. She instructed for me to the call the forwarding counseling office, so that I would be issued the refund.9-7-22- Called forward counseling billing **** and spoke with *****. She calculated a refund of ******. She asked if I wanted a check or to put it on the card on file. I asked what was easier and she stated the card that was used. Verified the last 4 digits of the card number and was told it was take 5-7 days. 9-16-22- Called Forward Counseling billing **** to check the status of the refund.I spoke with a ****** and was told he would reach out to a supervisor and call me back.I received an email that same day from the billing manager stating she reviewed the refund request made on 9/7/22 and was able to confirm that it was successfully processed. Attached was receipts of refund as proof and was instructed to call my bank for more clarification. I was thinking to give them more time that maybe it will take a moment for it to hit the ************- Called my bank and was told they didn't see anything pending or any refund transactions from forward counseling. He advised me to get a printed statement from 9/7/22 to present as proof i never received a refund. Called FC was told that on their end it shows it was processed and that he sent an email to patient ally that handles accounts and was waiting on reply. Asked again to speak with a supervisor. Also stated that I'm willing to provide proof.9/23/22- Called Forward Counseling billing **** and spoke with ****, also stated the refund was processed and asked for me to call this Patient Ally ************. Called the number, spoke with ******* and was told they don't handle refunds. bBusiness response
11/08/2022
Good afternoon,We have resolved this issue with the consumer and verified it has been resolved. I spoke with our billing department who did process the refund correctly with our billing software. I spoke with the credit card processing company who stated there was a hold on the funds from the bank because of a flag for possible fraud. I let them know there wasn't any fraud and that we were in fact trying to process five $50 transactions and they released the hold. I confirmed with the consumer that they did get the money deposited into their account. I kindly ask that the complaint be found not sustained. I also kindly ask that any negative reviews be removed.Warm regards,****************************Director of OperationsPH: ************Fax: ************Customer response
11/08/2022
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.
Sincerely,
***********************
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.