My Clients Plus

Review: This is a tiller who charged only when medical claims were submitted. I have not submitted any in approximately 18 months. I was being billed by this business without notification or invoice despite no longer using any of their services. I am contesting all transactions and will be disputing also with my bank/credit card. Customer service has been rude and unprofessional.Desired Settlement: Please refund all collections for services not used since Feb 2012. Remove me from your contacts.

Business

Response:

The person registering the complaint subscribed to My Clients Plus and processed her first healthcare claim with our service in August 2011. Please find attached a copy of the subscriber agreement and the payment screen she agreed to in order to initiate service and establish her account

The last claim she processed in her account was in late May 2012. We have no record of communication with her, electronic or otherwise, until she contacted us in June 2013 and requested that we cancel her account (which we promptly did}. She then requested a refund retroactive to February 2012. We are unclear as to the significance of that date.

The customer must have been familiar with our service and monthly invoicing practices because she had been an active customer for nearly a year before she submitted her final claim.

Because our service requires HIPAA-confidentiality, we do not (and in most cases cannot) view account activity or patient information. That means we have no indication if or how an account is used unless a subscriber informs us they’d like to make an account status change. In fact, a large number of our customers take extended sabbaticals or a leave of absence and leave their account active during that period because all of their patient information is secured and backed-up nightly in our system and they want to continue their healthcare practice when they return.

The moment we received the customer's request to cancel service on her account, we terminated all future charges and initiated our standard procedure to give her client information from our servers.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9580327, and have determined that this does not resolve my complaint. The account should have been charged only when insurance claims were submitted. I did not submit insurance claims during the last year, as the business you have been billing does not even exist. I fully expect invoicing prior to billing, which this company did not once do. Why do I have to pay for a service I did not use? I expect a refund. I have a large online following and and happy to refer other therapists to competitors that bill monthly, as one would expect an ethical company to do.

Regards,