Unresolved billing dispute and inaccessible customer support
💚 healthproduct problemSingle report ●●●●●
A Talkspace user reports that despite receiving assurances from support that they would not be charged for a missed appointment due to hospitalization, the company continues to attempt to charge them, and they are now unable to book new appointments while being unable to reach support via phone to resolve the issue.
What people do today
- Calling customer support during designated hours
- Emailing support for resolution
🔧 Fix this
Ideas a builder, maker or community group could start on:
- A third-party billing mediation service that helps users resolve disputes with subscription-based telehealth platforms.
- A browser extension that tracks and logs all communication with customer support to provide evidence for credit card chargeback disputes.
- A policy requiring telehealth platforms to provide a transparent, automated 'pause' or 'waiver' request system for medical emergencies that prevents automated billing cycles.
Real voices
“despite being assured I wouldn’t be charged over 2 weeks ago they CONTINUE to try and charge me and now I can’t even book an appointment.”
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