Charged $143 cancellation fee for an appointment I never scheduled
Location: Washington State.
I don't know what to do. I'm really hoping someone has dealt with this before.
I got a notification to schedule an appointment with my therapist. I went to the included health app to check out their schedule. When I checked their calendar, there were no dates available, only a little pop-up that said need help scheduling, talk to the digital assistant to schedule. I clicked to message the AI chatbot to schedule my appointment. At 5:39 AM, I sent a message asking to schedule my next therapy appointment. The messages between me and the chatbot went like this,
Digital Assistant: Hello! 👋 I'm your digital healthcare assistant. I'm here to make sure that you get the support you need. So, how can I help?
Me: I was looking to schedule a therapy appointment for next Monday.
Digital Assistant: You can schedule a virtual therapy appointment through the Included Health services via the app. Simply use the provided link and follow the steps to schedule an appointment. If you encounter any issues, please let me know, and I'll assist you further or connect you with a member of our Care Team for support!
Sent by Digital Assistant
Me: It says that there’s no timeslots available in the message the care team.
Digital Assistant: It sounds like you're having trouble finding an available timeslot for your therapy appointment. Would you like me to connect you with our Care Team? They can help you find a suitable time for your appointment.
I never responded to this. I went back and tried to schedule an appointment with my therapist again, but it didn't work, so I closed the app because I was about to clock in for my shift at work at 6:00 am. Later that day, I got off work at 3:15 pm and didn't get home until 4:30 pm. When I got home, I checked my email. At 4:17 PM, I got an email from the included health app for "Therapy appointment confirmation for Wednesday, May 13, 3:00 AM PDT." It was a new patient appointment, with a completely NEW THERAPIST. I never made this appointment. I couldn't have, I was driving my car. A few hours ago, they charged me $143 for an appointment I didn't even schedule, which I canceled, and I don't know what to do. I’m really confused about how an appointment I never selected or confirmed got scheduled and billed, and I’m trying to figure out how to get this reversed. I've tried reaching out both yesterday and today, and I haven't heard anything back.
I feel like I just got swindled! What therapist works at 3:00 am??
Edit: I have called them multiple times during “business hours” just to asked to leave a voicemail for someone to get back to me. I have also sent an email to their support.