ComplaintsforPatient Help Network

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am 61 years old, and on Medicare. In July of '23, as I was trying to find assistance for my prescription costs, and this is one of the sites i checked. I left my phone number and they called me to tell me about their program. They sent me the paperwork to fill out and return, and I decided that it didn't work for me, so I threw the paperwork away. I received a single email from them that was completely overlooked(I was checking multiple assistance programs and missed this one). Since that time, my wife had been making monthly payments, thinking it was another medical payment. She in July of 2024, she brought it to my attention and I said that we do not have an account with them. Then she showed me the charges that have been hitting our credit card every month. I immediately contacted them. That was in July of this year. I never used thus service, and they never bothered to contact me to ask why. I told them to cancel the account and refund my money, so they said that, for a refund I would have to contact their Supervisor (******), who was currently in training, and they said they would personally hand her a message to contact me ASAP. That was Mid July. I've called them multiple times since then, and either ****** was in training or on vacation. And apparently, ****** is their only supervisor? This makes no sense. It seems obvious to me that it's an attempt to string me along until I may possibly forget. After charging me $1,115.00 without my knowledge, that's highly unlikely. The 'Patient Help Network' is doing the exact opposite. They're taking advantage of Medicare recipients, and that is so wrong that if there isn't already a law against it, there sure as hell should be. Update - I just got a call from ******. She said she would credit me for this year's charges, but that's all she can do. That amounts to $610. They should still be liable for the $505.00 from last year.

  Business response

  10/31/2024

  On July 13, 2023 our mutual customer *** ***** **** signed up for our Patient Assistance Program Consulting services. Mr. **** agreed to pay our company $80.00 per month as well as a one-time, non-refundable application fee of $25.00. Mr. **** was made aware that this is a month-to-month membership and he may cancel verbally at any time. Mr. **** agreed to these terms via a recorded verification, we can furnish you with this recording if necessary.

  On July 14, 2023 we mailed Mr. **** his Membership Packet. This Membership Packet included a Welcome Letter, Authorization Forms, as well as pre-populated Patient Assistance Program Applications. Mr. **** was instructed to have the documents signed by himself and his doctor, he then needed to mail the paperwork back to our office with a few supporting documents.

  Mr. **** never returned his forms as instructed nor did he call to verbally cancel his account until July 29, 2024.

  On September 3, 2024 we verbally spoke with Mr. **** and came to a resolution of refunding all 2024 charges which equaled to $610, even though he was outside the refund policy. We can provide receipts if necessary. We also provided Mr. **** his recorded verification, agreeing to charges.

  Regards,

  Patient Help Network

  5151 Monroe St. #228

  Toledo, OH 43623

  Phone: (419) 216-9078

  Fax: (888) 307-1955

• Initial Complaint

  07/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I simply checked out their website. I am 76 and I have not nor do I intend on using their servies now or ever. They have been taking money out of my credit card for something I never asked for. . As of this month they have taken 440.00 from my credit card. I live only on a very small social security and am living below poverty level. I wondered why when I pay my credit card it doesn't seem to go down.

  Business response

  10/31/2024

  On February 8, 2022 our mutual customer Mrs. ***** ****** (wife of ***** ******) contacted us for our Patient ***************************** services. Mrs. ****** agreed to pay our company $40.00 per month as well as a one-time, non-refundable application fee of $25.00. Mrs. ****** was made aware that this is a month-to-month membership and she may cancel verbally at any time. Mrs. ****** agreed to these terms, see attached signed documents.

  On February 10, 2022 we mailed Mrs. ****** her Membership Packet. This Membership Packet included a Welcome Letter, Authorization Forms, as well as pre-populated Patient Assistance Program Applications. Mrs. ****** was instructed to have the documents signed by herself and her doctor, she then needed to mail the paperwork back to our office with a few supporting documents.

  On May 4, 2022 Mrs. ****** called to cancel her membership because her medication was now affordable.

  On September 26, 2023 Mrs. ****** contacted us, again, to reinstate her membership because her co-pay was unaffordable again.

  On October 5, 2023 we mailed Mrs. ****** another Membership Packet to re-enroll with our services.

  On January 18, 2024 Mrs. ****** was approved to receive her medication, delivered to her home, for a full year.

  On August 15, 2024 we verbally spoke with Mrs. ****** and resolved the issue. As a great ***************** even though Mrs. ****** is outside the refund policy and received services she agreed to, we agreed to process a full refund.

  On August 19, 2024 a full refund was processed, which equaled to $440. We can provide receipts if necessary.

  Regards,

  Patient Help Network ********************

  ******, OH 43623

  Phone: **************

  Fax: **************

   

  Customer response

  11/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I received a full refund from them.  I am happy with the outcome and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  08/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid the first month fee and called to cancel my subscription before the second payment in July. They withdrew July and August without my permission. They promised to refund August but I am owed the July payment also.

  Business response

  08/10/2023

  On June 1, 2023 our mutual customer Mr. ****** ******** signed up for our Patient Assistance Program Consulting services. Mr. ******** agreed to pay our company $60.00 per month as well as a one-time, non-refundable application fee of $25.00. Mr. ******** was made aware that this is a month-to-month membership and he may cancel verbally at any time. Mr. ******** agreed to these terms via a recorded verification, we can furnish you with this recording if necessary. 
  Mr. ******** also signed a Payment Authorization Form and Patient Advocate Authorization and Release Form agreeing to our terms of service. Please see the signed authorization forms we have attached. 
  On August 3, 2023 Mr. ******** stated he canceled his account "months ago" even though we have no interaction of that phone call. 
  As a customer service, we placed a full refund to Mr. ******** on August 3, 2023. Please see attach refund receipts.

• Initial Complaint

  11/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The company told me that my $80 was to cover my drug cost and there was a $25 application fee. This is not true after receiving the paperwork in the mail today. Also when I call in the lady keeps asking me questions in order to try and confuse me before hanging up on me. This is senior abuse! I am within the 10-cancellation period from the company and they continue to hang up on me when I ask to cancel my service. I want my money back and do not want any more charges.

  Business response

  12/09/2022

  On November 8, 2022 our mutual customer Ms. ***** ******* signed up for our Patient Assistance Program Consulting services. Ms. ******* agreed to pay our company $80.00 per month as well as a one-time, non-refundable application fee of $25.00. Ms. ******* was made aware that this is a month-to-month membership and she may cancel verbally at any time. Ms. ******* was told multiple times the $80.00 monthly is for services and not medication. Ms. ***** agreed to these terms via a recorded verification, we can furnish you with this recording if necessary. 
   
  Ms. ******* contacted us on November 15, 2022 to cancel her services. Our Representative did her job on questioning the cancellation since she just signed up with us. Since Ms. ******* was inside the cancellation policy of 10 days, she did receive a full refund of $80.00. A receipt can be provided if needed.

  We apologize Ms. ******* was not satisfied with our service, but her account has been canceled and refunded as of November 15, 2022.

  Regards, 
  Patient Help Network 
  **** ****** ** * ***
  ******* ** *****
  ****** ***** ******** 
  **** ***** ******** 

• Initial Complaint

  05/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am prescribed a very expensive medical for mental health. Since I could not afford this medication, I reached out to Patient Help Network. I was told they could get my medication for $80 a month and would begin charging me immediately. I have been charged $80 a month since November 2021 and this last month (May 2022) charged $90 (never informed of an increase). I had not received my medication so I contact the number provided on my first shipment, only to find out the Patient Help Network was not the program supplying me medication. My program supplies my medication free of charge. Patient Help Network is a scam and has taken $570 from me. This is very sad that I am trying to control my mental health and I was taken advantage of. How many other people is this happening too? I feel I should be reimbursed in full and the Patient Help Network should be stopped from stealing from others in the future.

  Business response

  05/16/2022

  On October 18, 2021 our mutual customer Mr. ***** ****** signed up for our Patient Assistance Program Consulting services. Mr. ****** agreed to pay our company $80.00 per month as well as a one-time, non-refundable application fee of $25.00. Mr. ****** was made aware that this is a month-to-month membership and he may cancel verbally at any time. Mr. ****** agreed to these terms via a recorded verification and signed electronically, both may be provided at any time.  
  On January 18, 2022, we received Mr. ******’s documents and those were sent to the program on January 19, 2022.
  
  On January 26, 2022, Mr. ****** was approved through the Patient Assistance Program to receive his medication for a full calendar year.
  
  Mr. ****** has received his medication since his approval date, tracking information can be provided if needed.
  
  On March 11, 2022, Mr. ****** received notification of the monthly price increase via email. All customers increased their memberships by $10.00.
  
  We apologize Mr. ****** was not happy with our services. As a great customer service, we will process a full refund.
  
  Patient Help Network
  **** ** ******** *** Toledo, OH *****
  Phone: ***** ********
  Fax: ***** ********

  Customer response

  05/25/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I reached out the Patient Help Network for assistance with a very expensive ($4000/mo) medication I have been prescribed. They told me they would need an application fee and $80 a month and they would provide me with my medication. They took out several months worth of money before I finally received my medication, only to find out they were not the ones supplying the medication. A free service through my physician is providing my medication. I contacted Patient Help Network and requested a refund. I did receive 3 months back, although I had paid 7 months. They were to cancel their recurring charge since they provided nothing. Now today, they took out $80 again. My bank advises to cancel my card, which I am in the process of doing. I would like all my money back since no service was ever provided. When calling Patient Help Network to try and resolve this I am always told this has to be handled by a supervisor and one is never available and I never receive a call back.
  

  Sincerely,
  

  
  ***** ******

• Initial Complaint

  03/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  17-JAN-2022 I contacted Patient Help Network (PHN)seeking assistance in getting a medication. I was given a price of $80.00 "membership fee" plus a $25.00 application fee. Advocate stated if my application is/was denied, I can receive a full refund-minus the application fee. This is also a statement on their application.(attached under supporting documents, see Patient Advocate Authorization and Release Form, under REFUND ). Patient Help Network has withdrawn $80.00 on 13-JAN-2022 and $80.00 on 13-FEB-2022. My application was denied, so I called and spoke with the (PHN) advocate (******) . I requested a full refund and she stated they could not refund the money. They could send me an application to try another manufacture, but I have not received one, to date. I decided to cancel their services due to the lag time. They kept delaying activity on applications, but not delaying withdrawing the $80.00 out of my account. So On 08-MAR-2022, I cancelled their services and requested a refund. I sent a certified letter requesting they honor their statement. They should receive that letter on 14-MAR-2022. I am seeking a full refund of $160.00. I have no problem with the $25.00 being nonrefundable. That was understood with the initial phone conversation and the statement on the application.

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