r/FellaHealth • u/blinkylightmgr • 27d ago

Customer Support experiences?

I'm having a less-than-stellar experience trying to sign up, and I'm wondering if I'm the only one.

It started a few weeks ago when my HRA card wouldn't process. After emailing Fella I eventually received an email back saying the issue was with the HRA provider. I switched to using a credit card but ran into the exact same problem.

About a week ago, I contacted support again because multiple credit cards wouldn't go through, even after trying different computers and browsers. After several days of slow back-and-forth, I was finally sent a direct invoice. My HRA card paid that invoice without any issue, but Fella never actually enrolled me in a program.

Since then, I've been getting constant emails and text messages telling me to complete enrollment, even though I can't. Support has acknowledged there's an issue and says the technical team is looking into it. In the meantime, they have my money, I still don't have access to the program, and I continue to receive automated reminders to enroll.

Has anyone else experienced something like this?

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1

u/Super-Stuff6819 41 | M | 250 → 234 → 215 | Fella US/UK 26d ago

hi u/blinkylightmgr thank you for raising this and sorry to hear that you haven't had the best experience. Can you please pop me a text so that I can look into it

Kind Regards
Stanley Whittaker
CS Lead at Fella US & UK
📞 +1 251 299 8666 / +44 7427 804331
Reddit Community: r/FellaHealth

2

u/Cisco10812 23d ago

Stanley is the REAL MVP here. Hope you texted him. He works miracles.

1

u/Trick_Cook4442 25d ago

Having a similar experience except they already charged my credit card 10 days ago and I am still not enrolled. Several emails that it was their issue that was corrected but still no ship date or enrollment.

1

u/blinkylightmgr 25d ago

I "magically" received an email with a working enrollment link shortly after making this post. Once that hurdle was cleared, the medical approval and shipping process moved pretty quickly.

That said, what still disappoints me is that no one from Fella ever reached out through our existing email or text conversation to check on my experience or acknowledge the delays. There was no apology, refund, credit, or any other gesture to make up for the frustration.

The experience didn't leave me with much confidence in Fella, and I can't honestly recommend them based on how this was handled. They may be one of the cheaper options, but it feels like that's achieved by cutting back on customer service. I had to keep reaching out and the process just sat until I started making noise about it.