Hello Health

I need a password reset. It seems like there is no way to speak to customer service at Hello Health. I have called, left messages, sent emails and their email reply is they will get back to me in 24 hours. I pay for this service and expect a better response just to reset a password. As much as this is my personal medical information I need access to it now and not in 24 hours or more from now. I am starting to think this is a one person operation as I have even written a message on facebook and still no response. If you do no need customer service then this is the portal for you...otherwise I sincerely think you should go elsewhere ...somewhere where they care about their customers and have the respect to return a phone call!

To whom it may concern, We have refunded the individual for the amount chargedThe doctor's office and Hello Health are sending several messages to the patients to provide information about the program and the day trial periodWe regret if the information was somehow not clear or not received

To whom it may concern, On March **a confirmation message was sent by our support staffWe typically strive to respond within hours and regret that in this particular instance we weren't able to do so

To whom it may concern, We need agreement from a customer before we start a subscription to our planWe did receive the individual's agreement to our terms and conditionsThe subscription however is now cancelled and the full amount has been refunded in order to satisfy this request Regards,

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]

Complaint Reference: ID # [redacted] Dear [redacted] ***, When you submit your dispute to [redacted] for the $fee you incurred for your Portal Connect membership, our company submit the requested information demonstrating your acceptance of our Terms and Conditions as well as your usage of our serviceWhen you accepted the Terms and Conditions presented to you during your cheat a visit with your doctor, you agreed that should you not cancel your service during your trial period, there would be no refunds once you were charged for the serviceAfter you were charged for the service on 022015, you continued to use the service regularly, please note most recently on Our company also sent you multiple emails in regards to your Portal Connect membership We received communication from [redacted] that your dispute was closed in our favour on 032015, based on the requested documentation we submitUnfortunately any attempt you made to drop your dispute was made too late and after the dispute was closed in our favourAs a result of the closure of the dispute we will not be able to process a refund for your Portal Connect membershipWe have taken the liberty to set your membership to cancel at the end of your currently paid period on Please note you have full access to the services agreed upon in your Terms and Conditions until the fore mentioned dateRegards, Hello Health

I've now been charged by this company twice though I have never authorized any charges nor given them my credit card informationThey received my credit card number from my Doctor's office without my permission last year, and after I complained and closed my credit card account, I thought the issue was resolvedMy Doctor told me it wouldn't happen againToday I received an identical charge from Hello Health on my new card, which I had used to make a copayment at my Dr.'s office recentlyIt appears that, again, Hello Health has somehow received my credit card number without my permission, and charged me a second timeHello Health has assured me that my account has been closed and this will not happen again but I'm reluctant to believe that given that this is the second incident

In late June I was notified by my FSA account that a charge was assessed to my card that was not within guidelinesThis charge of $from Hello Health was billed to my FSA card without my knowledge or signature and without them having the card present (records show it was entered manually)Apparently the charge was assessed when I went to my son's pediatrician and checked him in via their iPad systemI am requesting a full refund and for the service (that was never wanted, asked for, or explained to me) to be discontinuedThe company is refusing to issue a refund, even though they can see that the service they provide has never been utilized and that I have been calling for months to get this refundedAt this point, my FSA card has been suspended due to this fraudulent charge

The client signed up for a trial of Portal Connect services on 01/**/at his doctor’s officeThe service is offered with a 30-day trial, the siis done along with the cheprocess of the medical clinicThe credit card is only charged once the trial period
is over and the client has not opted outAbsolutely no charge is processed without the patient’s consent to the terms and conditions of the platform. Our records reflect that after the client signed up for an account on 01/**/2015, he logged on 02/**/2015, 03/**/2015, 03/**/and 03/**/to use the servicePlease note his 30-day free trial ended on 02/**/and the most recent login date was on 03/**/ On 03/**/we received communication from *** *** to inform us that the client has opened a dispute of the charge.On 03/**/2015, the client contacted our Customer Support Team to request the refund of the charge;we have provided proof of his Terms and Conditions to *** *** and we have advised him we will not process a refund while there is an open dispute

Revdex.com:
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,
***

Revdex.com:
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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The merchant keeps saying I signed up for their service, but the truth is I wasn't aware of the siprocessSo I visited the doctor, the front desk told me to sign in on an iPad and provide my address and credit card informationI wasn't told at all about the portal and I thought all information is just for the doctor and co-pay of the visitIn response to *** dispute, the merchant shows that my trial period ends on Feb **, and the first time I logged in is Feb **That clearly means that I wasn't aware of the sign-upOtherwise I would have tried to explore what the portal is all about and decide whether to cancel it or notIn fact, I was checking the activities on my *** account on Feb **, which led me to notice that Hello Health has charged me $I immediately logged into the portal, purely tried to figure out: 1) what is it all about; 2) how to cancel itWithout any luck in searching options to cancel the service and the services deemed to be useless for me, I immediately filed a dispute with *** against the chargeI didn't use their service at all so farAll my logins is in attempt to find a way to cancel the serviceBut I wasn't able to find anything related to cancel the service, even stop auto-renew the serviceI also read the other closed Revdex.com complaints against Hello Health, it seems that I am not an isolated caseA number of other people also received the bill without knowing the sign-up. So the problem is not in me, it's in the company
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

To whom it may concern,
We received an email from this client yesterdayWe have responded with a message explaining the program, the workflow and the communication process to emphasize the day trialThis client has responded to this email today and since we have received
that response a refund is in process

To whom it may concern, 
A refund to this client has been processed immediately upon receipt of the request by our customer support centre. All our communication efforts to the client have included details about the program, that the doctor's office has elected to use. We regret...

that some of our messaging might have been caught behind email filters.

To whom it may concern, 
The individual signed up for a trial membership on February [redacted], 2014, and was charged for the membership on March [redacted], at the end of her trial period. She did not contact us until July [redacted] to request cancellation of her account. Because...

five months of her membership subscription had already elapsed, as per our policy, our billing department communicated that she was not eligible for a refund. After this conversation, [redacted] sent our company an email communicating more detail about her personal situation and the reason for her request, which had not been communicated before. We have since issued the patient a detailed receipt for submission to her insurance company, detailing the service. We have asked [redacted] to communicate back with us if her insurance company does not accept this as a resolution, and she has communicated her satisfaction with this. 
[redacted] signed up for a trial membership on February 21st, 2014, and was charged for the membership on March 24th, at the end of her trial period. She did not contact us until July 23rd to request cancellation of her account. Because five months of her membership subscription had already elapsed, as per our policy, our billing department communicated that she was not eligible for a refund. After this conversation, [redacted] sent our company an email communicating more detail about her personal situation and the reason for her request, which had not been communicated before. We have since issued the patient a detailed receipt for submission to her insurance company, detailing the service. We have asked [redacted] to communicate back with us if her insurance company does not accept this as a resolution, and she has communicated her satisfaction with this.
[redacted] signed up for a trial membership on February 21st, 2014, and was charged for the membership on March 24th, at the end of her trial period. She did not contact us until July 23rd to request cancellation of her account. Because five months of her membership subscription had already elapsed, as per our policy, our billing department communicated that she was not eligible for a refund. After this conversation, [redacted] sent our company an email communicating more detail about her personal situation and the reason for her request, which had not been communicated before. We have since issued the patient a detailed receipt for submission to her insurance company, detailing the service. We have asked [redacted] to communicate back with us if her insurance company does not accept this as a resolution, and she has communicated her satisfaction with this.

To whom it may concern, 
We have refunded the individual for the amount charged. The doctor's office and Hello Health are sending several messages to the patients to provide information about the program and the 30 day trial period. We regret if the information was somehow not...

clear or not received.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

The customer enrolled herself to a yearly membership at her healthcare provider's office, where she entered her credit card information and accepted the terms and conditions on an iPad in the office. Because the customer has reported the charge as fraudulent to her card-issuer, we must pursue the...

dispute through the card-issuer's dispute-resolution process, to demonstrate that the charge is legitimate and is for a service that the customer subscribed herself to. Had the customer contacted our company first, we would have cancelled the membership and refunded the charge at the customer's request. However, because a dispute had already been initiated and is for a service that the customer signed herself up for, we must pursue the dispute process with the card-issuer. The membership has been cancelled from renewal, and will not be charged again unless the customer re-subscribes herself, after cancellation. The dispute process will be resolved through the card-issuer, who will determine whether or not the customer is entitled to a refund.

To whom it may concern, 
 
We need agreement from a customer before we start a subscription to our plan. We did receive the individual's agreement to our terms and conditions. The subscription however is now cancelled and the full amount has been refunded in order to...

satisfy this request.
 
Regards,