BetterHelp.com Customer Service Issues

I signed up about 1.5-2 weeks ago. In the first week, my counselor did not get back to me. After changing counselors, I scheduled a video call for later in the week, which ended up being postponed. On the day of the rescheduled call, my new counselor canceled only 30 minutes prior, citing a family emergency. Despite wanting to give her the benefit of the doubt, I prepaid for a whole month, and now two weeks have gone to waste without any assistance. I am frustrated that I have not been able to connect with anyone for support. I expressed my concerns to the BetterHelp team a week ago, but no one has reached out to me yet. This being my first experience with counseling, I am disappointed and in urgent need of someone to address this matter.

I enrolled my daughter, Jillian, in your services but canceled the subscription when she didn't use it. Despite canceling months ago, my bank account was recently charged over $[redacted] by your company. I've noticed similar complaints on the Better Business Bureau website. I will contact them next and may involve the State Attorney General's office since my sister works there. Please have a live person contact me within the hour. My name is Jimmie, and I am currently in the hospital, so please call me back promptly.

I joined BetterHelp and was charged $[redacted] twice without receiving any services. I am seeking a complete refund or a $[redacted] credit. The counselor I was assigned does not match my preferences, although this is not a criticism of the counselor. I have not had any sessions with them. When trying to connect for an introductory visit, the link provided did not lead to a usable connection promptly. BetterHelp should advise upfront that a video meeting requires downloading the app in advance, as well as a delay in receiving the confirmation code. I had difficulty with this process, though not due to user error, as I have an iPhone 11 and good computer skills. Also, emails from BetterHelp are getting flagged as promotions in my Gmail. Other companies' emails are correctly directed to my inbox.

I recently joined BetterHelp and had scheduled a therapy session with a matched therapist for 7 am this morning. Unfortunately, the therapist did not attend the session or respond to my messages, leaving me feeling disheartened. This was my first attempt at seeking therapy, and after two years of hesitation, I was eager to begin the process. Now, I have to wait another week for an appointment with a different therapist. Given this situation, I would like to request a partial refund or a two-week extension on my subscription at no additional cost. Despite this disappointing start, I am hesitant to cancel as signing up for therapy was a significant step for me, and I hope to continue the process without having to start over.

I am a licensed mental health counselor with clinical and professional accolades, as well as experience in university teaching and supervision. I recently subscribed to BetterHelp for a month of sessions. The first session was with an LCSW, and I now require transcripts and notes for an APS elder abuse case. Unfortunately, the LCSW missed our second session. I switched therapists thereafter, but the new one also canceled without reasonable explanation. This conduct seems highly unethical and potentially violates ethical guidelines and licensing codes. My client, dealing with severe PTSD, feels extremely let down. I intend to evaluate the licensing and legal business status of BetterHelp and am requesting a full refund. Please take appropriate action. - L.E.G., M.Ed, CMHC, AADC, DOT SAP.

I joined BetterHelp a month ago looking for the right therapist for me. I switched a few times until I found I had a session with Jill who didn't join our video session. Despite her blaming my video test, I had proof it was fine. Her follow-up messages felt insincere, so I switched to Dr. Patrick, who I am excited to start sessions with next Wednesday. Due to Thanksgiving and being unwell, I only managed to schedule it yesterday. I haven't had any therapy sessions yet, and money is tight, being alone. Can I get a refund for my first month since I was just searching for a therapist? Or could the second month be postponed? I really care about this and hope to continue if possible.

I feel let down by BetterHelp. They did not clearly explain the payment process, which resulted in overdrawing my account. This has worsened my financial struggles. I initially sought therapy but this experience has discouraged me. I have decided to seek help from a local therapist. The situation has left me feeling overwhelmed, to the point where I can't even afford gas for my vehicle. I have reached out to their customer service via email, but the response time is unsettling. I am deeply frustrated and in need of a full refund, including the overdraft fee. My current situation does not allow for such financial setbacks.

I was unable to proceed with my sessions due to financial difficulties. Despite attempting to cancel, I was charged. I had one session remaining that I was excited about, but now it seems I can't utilize it without committing to more sessions and paying an additional $[redacted]. I kindly request a refund for the charged amount, the opportunity to use my final session, and a resolution to this issue. Although your app has been beneficial for mental health, it appears to have significant operational issues.

I am currently experiencing difficulties accessing my account with BetterHelp. I am unable to close it, and despite being charged money that I cannot afford, I have been unable to reach my therapist for over a month. I have spent countless hours trying to resolve this issue, but the support team does not seem to understand my unique situation. I would like to speak with someone from the billing department to request a refund of $[redacted] and have my account closed promptly.

Hello. I am Jennifer T. Recently, I had some unfortunate events with my phone, causing a loss of communication. For the past three days, I've been unable to access my old email accounts due to being locked out and not knowing which email is on file, as well as forgetting the password. Regrettably, I cannot log in with my new phone to continue my activities. It would be greatly appreciated if you could reach out to me at my new email [redacted] or contact me at ([redacted])-[redacted] to assist in resetting my email and password. I've completed payment for my services and products, so your timely help is valued. Thank you in advance.

After meeting with a therapist once, I noticed a charge of $[redacted] on January 14th, despite not having any appointments in January. The therapist also mentioned he wouldn't be continuing working with me, leaving me without services I paid for. I am requesting a refund for January since I didn't utilize the service that month and also for the three weeks in December where I didn't have any sessions. Given the circumstances, I would like to cancel my membership without delay. Dealing with a mental health crisis is challenging, and it's disheartening to pay $[redacted] for just one session.

I mistakenly used the wrong credit card with BetterHelp initially. I quickly contacted customer service to rectify the error, but after two days, I have yet to receive a clear response about whether I was charged on the initial card. They suggested I cancel and request a refund, then create a new account. However, their poor and delayed service makes me hesitant to proceed. I have been explicit in my inquiries, but they haven't addressed my concerns directly. Moreover, the therapist assigned to me lacks experience in my condition, which is concerning. I simply want a refund if I was charged. Thank you.

In the spring/summer of [redacted], I set up an account with BetterHelp to explore counseling services. Despite providing my debit card details, I understood I wouldn't be charged until selecting a counselor. I only saw one suggested counselor, but didn't feel it was the right fit due to lack of experience and credentials. Amid COVID chaos, I forgot to revisit BetterHelp. A year later, I found my account overdrawn due to erroneous charges totaling $[redacted] from BetterHelp. After reaching out to them via email, they initially agreed to refund me. However, they insisted on refunding to my closed debit card rather than exploring alternatives. Despite my closed account, BetterHelp's refund attempts were unsuccessful. My bank can't assist without an active account. BetterHelp now claims no further responsibility. I am stuck in limbo trying to recover my funds. I am seeking a solution for BetterHelp to issue a check for the unauthorized charges they have held from me, as refunding to my closed account is not viable. Any guidance on resolving this matter would be greatly appreciated.

I previously discussed my concerns with a representative regarding canceling my membership and discontinuing any further charges. However, my membership was not actually canceled, and charges were incurred. I am extremely disappointed with the service provided by BETTER HELP. I urgently need assistance to address and rectify these matters. I have been waiting for a refund for an appointment that did not occur due to my counselor relocating without informing me. Unfortunately, I feel let down by the mental health system once again. The lack of communication and unfulfilled promises have intensified my distress and financial burden. Regrettably, I am only able to communicate via email and have not received the help I was assured of. Your prompt attention to resolving these issues would be greatly appreciated. Thank you. - Elouise B.

I registered with BetterHelp last year and suggested it to my son. He signed up with my approval using my credit card. He claims to have canceled the subscription after a few sessions, but I continue to be charged for both my sessions and his for months, despite numerous emails to BetterHelp. I would like to discuss this matter with a representative over the phone. Kindly provide me with a customer service phone number.

I recently bought a subscription to a website for assistance. Sadly, due to current financial constraints and a recent family loss, I have been unable to utilize their services. Since I have not accessed anything on the site yet, I am hoping for a refund. The funds I allocated for the subscription are needed for travel expenses related to the passing of a family member.

Hello, I am seeking a refund for the unused portion of my therapy subscription. I have decided to discontinue my therapy as I no longer require it. However, I feel frustrated about the lack of available appointments which resulted in me only utilizing the service six times since December, despite paying £[redacted] monthly. I believe it is unfair to charge clients when they cannot even schedule a session. I had a negative experience with a previous therapist on the platform and found it challenging to find someone as professional and efficient as Maitena. Due to financial constraints, I am unable to continue with the service given the amount of money I have wasted. I am currently unemployed and relying on disability benefits for mental health support. The inability to book timely sessions after paying £[redacted] has been distressing for me. I would appreciate a refund, even for just one month. I am open to discussing my concerns further with a customer service representative. Thank you for your attention to this matter. Warm regards, A. D.

I'm unsure how to navigate the therapist link. I'm anxious about a suggested match that doesn’t align with my preference for a Christian therapist who integrates Bible verses and Christ's teachings into counseling. I can't find customer support to assist me. I am uneasy about the use of cookies on the site and need guidance on how to make contact. I have sent three emails for help but have not received any responses. I'm concerned about potential charges for a service I have not used since last Tuesday. Thank you, M. Brander.

Dear BetterHelp team, I recently had 3 sessions with BetterHelp on 25 April, 3 May, and 8 May. I attempted to cancel my membership through the app afterward, believing it was successful. However, I was surprised to discover that I was still being billed and even received an email from my therapist, despite not using any services since 8 May. Being charged for a service I did not utilize is disappointing. I am hoping to resolve this issue and possibly receive a refund. I contacted BetterHelp on 12 July regarding app issues and my desire to cancel, yet I was still charged afterward. I am eagerly awaiting a response from you. Best regards, Heghine Evinyan