Doctor couldn’t answer simple questions
The first thing that was weird is they charged me before I was ever prescribed to use their product. Second, the Doctor couldn’t answer any of my questions. He said I had to get in touch with support to get questions answered. I reached out to support a they said the Doctor should have answered the questions I had but never got the questions answered. I felt like based on my questions they realized the product wouldn’t work for me, then stopped responding. This company is not here to help people, they are all about the money!
Respuesta de Twofold
Hi Michael,
I’m really sorry this experience felt frustrating, and I appreciate the opportunity to clarify what happened so there’s no confusion.
To clarify, there is no charge unless a prescription is approved by the reviewing dermatologist and sent to the pharmacy to be filled and shipped. Because you didn't move forward with Twofold, no charges were ever processed on your account. What you saw was a temporary preauthorization hold, which is a standard step many telehealth and online healthcare platforms use to confirm a valid payment method and protect against fraud before a medical review occurs. As shared when you reached out to our Support Team with this question, this hold is automatically released if a prescription is not written - so in your case, nothing was billed. Every patient receives a free dermatologist review to determine whether this treatment is appropriate. If it isn’t, and no treatment is prescribed, there is no charge. We do this so people can explore whether this may be an option for them without first having to commit to the cost of a dermatologist visit.
During this visit, our team responded to each question asked within hours of it being asked, and offered additional support by phone so your questions could be addressed in real time. However, based on the treatment you were requesting, the licensed dermatologist reviewing your case recommended seeing an in-person dermatologist instead. In situations like this, physicians are required to prioritize patient safety and make a referral to an in-person physician, rather than proceed with a prescription they cannot write.
To confirm, you were never charged for the dermatologist review or for treatment, as the requested treatment isn’t something we’re able to provide through Twofold. While I’m sorry this wasn’t communicated as clearly as it could have been, safety-first medical decisions are always the priority.
If you have suggestions on how we could improve this experience in the future, please reach out to us at (628) 201-6812 or at hello@itstwofold.com. We’re continually working to make this process clearer and better, and all feedback helps us do that!
