We understand that dealing with servicing disputes can be challenging. That’s why we strive to make the process as seamless and effortless as possible.
HFD typically receives service disputes when a patient expresses dissatisfaction with their treatment plan.
On the other hand, a bank chargeback occurs when the patient is either unaware of the identity of HFD or is dissatisfied with their treatment plan.
Service Dispute Procedures
- Once a dispute is received, a call and email is made to the provider’s decision-maker with details to help us work with the patient on a resolution.
- Each provider has 14 days to respond to the notice of dispute. The provider will have 30 days total to resolve any disputes with the patient and to let HFD know of the outcome so payment plan adjustments can be made.
If no response is received from the provider, or no resolution is reached, the dispute is considered valid. Funds collected will be returned to the patient and the payment plan will be cancelled.
Chargeback Procedures
- Once a chargeback is received an email is sent to the provider. It is critical that the provider work with HFD to resolve chargeback disputes. It is in each provider’s best interest to collaborate with HFD to resolve chargebacks as soon as possible.
- It’s important for us to work together to limit losses to ensure the long-term sustainability of the finance program.
Unresolved chargebacks on down payments may result in a partial or full reversal of funds.
- The most critical component in any cash-up-front program with HFD is ensuring the down payment is collected and retained. This is what validates the payment plan overall.
It’s important to remind patients an HFD charge will appear on their bank statement as: gohfd.com*ProviderName