BetterHelp.com Customer Service Issues

I was attempting to sign up for couples counseling, using a service I had used previously. Upon signing into my existing account, I navigated to a page displaying my information for confirmation. After verifying the details were correct, I inadvertently submitted a request for services, which resulted in an unintended charge. My intention was simply to inquire about couples counseling availability, not to initiate a new service. Despite canceling promptly, I have still been charged. I am seeking a refund for the mistaken payment as I am not using the service.

I signed up for betterhelp to help my husband, but I was unaware they would charge for the entire month. Unfortunately, he missed a session due to being hospitalized, and the rescheduled session fell outside the month. Despite two emails, his questions weren't addressed. I am requesting a full refund or three sessions we paid for. The current system seems unfair as there are long waits between sessions, leading to expiration. We can't afford to lose this money. Urgently seeking assistance as my husband truly needs help. I didn't expect such difficulty with customer service. Hoping for a prompt response and a phone conversation to resolve this promptly.

I was in contact with an online licensed therapist named Rebecca through the BetterHelp app. Today, I received a notification that she had sent me a message. However, when I clicked on the link, my therapy session history disappeared, and the website treated me as a new client. I pay $[redacted] monthly for this service, and I have emailed their support team for assistance. Unfortunately, there is no phone number to reach out to. I urgently need BetterHelp to restore my account information, including my photo, session records with Rebecca, and most importantly, reconnect me with her. Therapists are not interchangeable, and I hope to resolve this issue promptly. - E. Ellis

I am trying to reach someone about canceling my account. I tried to cancel before the trial ended but the system wouldn't accept it. I have never had a session with anyone! After multiple calls and emails with no resolution, I was told I would receive a prorated refund, but could still use the service. I have not used the service at all! When I inquired about the refund amount, I was told they could set me up with a counselor. This feels like a scam. I want my $[redacted] refunded according to their policy for canceling before the trial ends, which is what I tried to do.

I recently connected with a counselor on Betterhelp.com, but I am experiencing issues with the messaging feature on the platform. Despite having a PIN and being registered, I am unable to use the messaging function properly. I tried to share a journal entry with my counselor by selecting "Share with counselor," as I had done successfully in the past, but I'm unsure if it went through. When I click on the "Session" icon, I can see that the counselor has sent me a message, but all I can view is a small window displaying my journal entry with no option to reply. It seems like my journal entry is stuck and not fully sent. I need assistance with resolving this issue promptly.

I signed up for BetterHelp to get support during a difficult time. I thought I'd be charged monthly for each week of use, but I was unexpectedly charged [redacted] euros without even having a counseling session. This has left me with only 20 euros to last until the end of the month, and I have no one else to turn to for help as I am in a foreign country. I need to cancel my account and request a refund as I can't afford this charge now. I hope you can understand my situation and assist me with this issue promptly.

I reached out to your support team on December 5th via email. I received a response the same day indicating that clinical support would reach out to me. However, I have not heard from them yet. My main concern arose when my counselor directed me to an external website to disclose more personal information, which made me uncomfortable and led to the closure of my case. I have inquiries about this situation and require a new counselor to continue services. I have already made payments but am not receiving the service I paid for. Can someone please reach out to me to address these issues promptly?

I was initially informed via email that my insurance wouldn't cover BetterHelp's services. However, I recently discovered that my insurance does offer reimbursement. I have New Jersey Blue Cross/Blue Shield, which covers 80% of out-of-network expenses. Magellan's website explicitly states that BetterHelp is included in the coverage. My previous therapist has agreed to assist me with this matter. My insurance provider only requires a diagnosis and procedure code, not a treatment plan. I plan to provide the exact dates of service to obtain the specific reimbursement amount.

I had a scheduled audio session for a client, but the system did not show them online even though they were active on the forum and responsive to me. I couldn't contact them through live chat, video, or audio because it incorrectly displayed that they were offline. As a result, I had to reschedule, which left the client unhappy. Please address this issue promptly or inform all users about the problem. Thank you. Provider in VA and TN, Darleena Cozzo, LPC MHSP NCC.

Hello, I tried to enroll my father, D.H., in $35 per week counseling on betterhelp.com since he can't drive and requires therapy. I set up the profile using my debit card expecting a $35 charge, but noticed a -$[redacted].00 balance in my account today. I need a contact number to request a refund. We are interested in the counseling but cannot manage such a large payment upfront as I only work two days this week. I, R.H., his daughter, initiated this process. Once the refund is issued, I can proceed with a lower initial payment for the counseling. My contact number is [redacted], email: [redacted] Thank you.

I am concerned about Valorie's impact on people's lives. I confided in her for months, but her behavior drastically changed. I advise avoiding her, especially if you are vulnerable. I believe her licenses should be revoked, preventing her from working with vulnerable individuals. Initially, she was an effective counselor for two months. However, after attending EMDR training, she criticized other therapy options and disregarded my privacy concerns regarding intense practices. Despite my explanations about needing a secure space, she accused me of resistance and suggested I stop therapy. Her attitude turned accusatory, toxic, and manipulative, reminiscent of past negative influences. Her neglect and harmful actions have left me distrustful and seeking additional help to recover. Additionally, she manipulated session options to avoid video chats where she showcased an unprofessional backdrop. Valorie's actions have led me down a distressing path, making me worried for the well-being of her clients.

I am requesting a refund for a recent transaction I made using Apple Pay. I accidentally approved the payment by having my finger off the home button while the total showed up, even though I tried to cancel it immediately. The payment was made today (02,03,[redacted]) and canceled on the same day. Since I did not use any of the services or products, I believe I should be eligible for a full refund. It would be more convenient to have a customer service phone number available as I prefer speaking with a person directly rather than through email correspondence.

I encountered an issue when trying to create a new account on United healthcare's platform after my insurance was activated. Despite numerous attempts, the system continuously informed me that no account was found with my details. After contacting customer support, they forwarded my concerns regarding BetterHelp via email, and I received multiple unhelpful responses. Most of my emails remain unanswered, causing frustration as I've been struggling with this for two weeks and need to engage with my counselor. The slow response time from customer service is ineffective, and despite consulting my school insurance, the problem persists. I am eager to escalate this matter for a resolution.

Hello, I have signed up for a group webinar happening tomorrow, but I realized that my birth name is displaying instead of my preferred nickname on the site. I am concerned about my privacy and want to ensure only my nickname is shown. Can you please guide me on how I can rectify this without having to re-register? Kindly assist me with the correct procedure to address this issue to safeguard my personal information. I would appreciate it if you could send me an email outlining the necessary steps. Thank you! You can reach me at [redacted]

As a licensed counselor using the BetterHelp platform since August [redacted], I faced health challenges requiring a hospital stay due to Acute Kidney Failure. Following my recovery, I noticed a significant decline in client referrals from BetterHelp that impacted my income as a single mother. Despite receiving positive feedback from most clients, I was told that some evaluations were below average, affecting the referrals I received. I questioned the rating system's interpretation of 4/5 as below average and expressed my commitment to providing quality therapy. I highlighted my communication methods in the initial client correspondence. However, the evaluation system's lack of transparency and the impact on referrals have left me uncertain about the future. I requested another opportunity to continue counseling now that my health has improved. I believe direct communication would resolve misunderstandings more effectively than written correspondence in this complex situation.

I did not sign up for BetterHelp and have been double-charged. I've had to cancel my card, but the charges persist. It's frustrating that a company aimed at improving mental health is causing me so much stress. I demand a refund for these charges and the cancellation of any subscription, as I have not and will not use these services. The lack of a phone number to call adds to the inconvenience and makes this situation even more challenging.

I purchased a three-month subscription yesterday. I expected to have access to my counselor 24/7. However, after my counselor contacted me after 24 hours, they suggested I seek different help. I would like a refund as I need the funds to pay for the assistance I require.

I recently purchased a three-month subscription with BetterHelp through the App Store. Despite the app's description of 24/7 chat support, I discovered they are not available on weekends, as confirmed by my counselor. My counselor suggested I seek a refund due to requiring more intensive help. Unfortunately, there is no customer service number, and I have only received automated email replies. I am hesitant to wait for an email response that may lead to refusal of a refund. Given my urgent need for support regarding addictions and other mental health issues, I would appreciate a prompt resolution. Thank you.

I signed up for a trial, but was mistakenly charged for a full month of services. I feel deceived and want a refund. I have emailed multiple times without a response. There is no phone number available. I am ready to take further action if my funds are not returned promptly.

Hello, as a therapist with BetterHelp, I am facing difficulties accessing the site due to an issue with the verification process. I have scheduled appointments with 9 clients today and I urgently need assistance. Despite reaching out via email, the response time is too long, and I risk missing my appointments. If anyone can help escalate this matter and pass along my contact number [redacted] to BetterHelp, I would be grateful. Please inform them that the verification system is not functioning correctly. Thank you, Maria Eijo.