Heart in Balance | Holistic Psychotherapy & Coaching

“My son received therapy here in late 2025. I specifically chose this agency because they accepted his insurance, and I paid all required copays. In July 2026, I was contacted because Priority Health had recouped payments for four 2025 sessions, leaving an unexpected balance. I immediately contacted Priority Health and spent weeks trying to resolve what I believed was an insurance error. I kept the agency updated, and their own messages acknowledged this was not an error on my part. While Priority was investigating, I offered $25/month in good faith. The agency proposed two different payment options, including $141.25 upfront. Before I selected or agreed to either option, my card was charged $141.25. I immediately objected. I was told IN WRITING that the payment “wasn’t supposed to process,” had “accidentally processed,” and later, “You were charged by mistake.” They refunded $94.25 but kept $47 and started a payment plan I had not agreed to. I then spoke with the owner. Despite their written acknowledgment that the charge was accidental, I was later told my willingness to make payments constituted a promise to pay. Collections and my credit were discussed, and the call ultimately ended with the owner hanging up on me. The following day, Priority Health confirmed the recoupment WAS THEIR ERROR and spoke directly with the agency to confirm the claims would be corrected and payment reissued. When I contacted the agency afterward, I was still told I had to wait for them to receive the insurance payment before my remaining $47 would be returned. I was also told they didn’t understand why I was upset. I respect the agency’s obligation to protect client confidentiality, as stated in their response to this review. However, confidentiality does not change the billing issue I described. I have written documentation from the agency acknowledging that the $141.25 charge was processed by mistake while they were still waiting for me to select a payment option. The insurance error itself is NOT why I’m leaving this review. Mistakes happen. My concern is how my financial information and concerns were handled afterward. I cooperated, communicated throughout the process, and actively worked with insurance to resolve an issue I didn’t cause. Being charged before agreeing to a payment option, having only part of an acknowledged mistaken charge returned, being threatened with collections, and being treated as though I was unreasonable for wanting my money returned completely destroyed my trust in this agency’s billing practices.”