Becki

It's ironic that a company whose mission is to support people's mental health has caused me so much unnecessary stress.

I chose Thriveworks because their website listed a therapist as accepting my insurance. I booked the appointment based on that information. Two minutes after my therapy session had already started, I received an email saying the therapist was actually out of network and that I would be billed $240. By the time I saw the email, the session was over. I was never given the chance to make an informed decision before incurring that cost.

I immediately disputed the charge and asked billing not to charge my card while the issue was being reviewed. Customer support said my case had been forwarded to a billing specialist. Billing never responded. Instead, Thriveworks charged my card anyway.

The part that hurts the most is that I've been waiting over a year to start therapy. It took a lot to finally reach out for help, and what should have been a hopeful first step instead left me feeling misled, anxious, and distrustful.

Mistakes happen. What matters is how a company responds to them. Unfortunately, my experience has been one of poor communication, disregard for a pending billing dispute, and a lack of accountability.

I sincerely hope Thriveworks improves its insurance verification and billing practices. No one seeking mental health care should have to leave their very first appointment wondering whether they can trust the company that's supposed to be helping them.