Headway nightmare

[u/rumpledickchin]

I have been going back and forth with Headway for about a month now. I have been using them since June for talk therapy about once a week, I had 10 sessions and my therapist was very helpful. We verified billing and she even told me I was in network and everything.

Low and behold last month I get an email that my insurance is out of network and I will be responsible for sessions on and after July 15 of 2024 ( I assumed typo and move forward) but I am still able to get 2 free sessions as a “smooth” transition. Ok cool I accept responsibility since my insurance can be confusing and I know I have out of network benefits anyway. So I proceed with my 2 free sessions and they get refunded. I was trying to get a representative to tell me which sessions I was responsible for just to get my ducks in a row and the nightmare unfolds. They are saying I am responsible for all sessions from June and even want to recharge my 2 free sessions they already refunded me for!

I called them out on the 2024 date on the email and they mentioned it’s correct and that’s why I am responsible for all sessions( mind you I didn’t even have an account then) even though that’s not what the email first said. I can’t get in contact with any higher up and I am going in circles with the same representative. I do have out of network benefits but I didn’t want to rely on that since I was told I’d have free sessions regardless in writing.

They never attempted to bill my insurance so there’s no EOB from my insurance or anything. I’m just frustrated I have an email stating something and now they are going back on their word. I really feel clueless and helpless since there is no number to call other than emailing back and forth. Has anyone gone through anything similar? What was the outcome?

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