Complaints
Customer Complaints Summary
- 383 total complaints in the last 3 years.
- 100 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/16/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I keep getting charged for services that are getting cancelled over and over by BetterHelp. To this date, Ive been charged a total of $390 and I havent had any services. I want a refund and tj never be charged again.They onto communicate by email and this havent been resolved and Im still getting charged weekly.
Business Response
Date: 07/18/2025
This concern has since been resolved.Initial Complaint
Date:07/08/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My HSA card was charged $224.00 March 25, 2025 for a membership entitled every 4 week counseling. I had used their services in 2023, but this time around I only initiated an inquiry about services. Very soon after my inquiry, I found a therapist outside of BetterHelp and deleted the app. Since I deleted it, I did not know that after they matched me with a therapist based on just my inquiry, they would go onto auto enroll me into a membership. I never once met with this therapist, nor did I even message this individual. As I recently discovered this charge to my HSA, I redownloaded the app to cancel this subscription. I also selected to decline treatment, further providing evidence of being charged for something I did not even consent to. You will see screenshots of me not engaging with this therapist, as well as me declining treatment. This is a very scummy business practice, especially considering BetterHelp is a platform for those struggling with mental health. I want to warn others looking into this service, especially benefits managers looking to leverage them; Ensure you are aware of their deceit before moving forward with them. Shame on BetterHelp.Business Response
Date: 07/18/2025
This concern has since been resolved.Initial Complaint
Date:07/03/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
According to the better help website, I have five sessions between February and April 2025. My understanding is that they charged me by the session. They have been charging me weekly. My last session was in early April, and they are still charging me to this day. I want them to stop charging to my account, and I want them to reimburse for the appointments I did not have. They have taken $1215.50 from my account. I believe they should be paid $247. This reflects four sessions at $45.50 and one at $65.00Business Response
Date: 07/18/2025
We are unable to locate an account to review this concern. Please ask that the individual contact us (using the email address associated with any BetterHelp account they may have) directly at ***********************************Initial Complaint
Date:06/27/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On March 2025 I bought a subscription toward BetterHelp with the intent on receiving therapy for mental health issues. I was overcharged $240 for sessions I did not order and never approved them charging my credit card for weekly sessions. Ive sent them 5 emails and had 2 phone conversations attempting to receive a refund or compensation for unauthorized charges on my card and they refused. Furthermore, they demanded a new credit card on file on order to receive any refund or compensate me three free sessions. Their practices are very suspicious and a police report has been filed.Business Response
Date: 07/18/2025
This concern has since been resolved.Initial Complaint
Date:06/25/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was using Betterhelp as a therapy provider until I used their process of switching *********. Once I switched they started charging me double for the ********* that I had switched from. When I asked to stop being double charged their customer service multiple times told me I wasnt and that was just the price of the service. Once they refused to listen to me I canceled completely. On May 6th, 2025. Since then I have been charged twice for the first ********* that I havent spoken to since February.Business Response
Date: 06/29/2025
We cannot locate an account using the information the individual provided to the BBB for the concern.Initial Complaint
Date:06/17/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been trying to cancel my membership and they keep charging my account. Every time they say its canceled I get another charge. They have said they will go back three charges, but it really should be eight.Business Response
Date: 07/18/2025
We have resolved the concern with the customer.Initial Complaint
Date:06/06/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I paid a weekly fee of ***** to ********************** on 5/15/2025.On 5/13/05 my one and only phone session with Mrs. ***** ******* (LMHC) failed because she could not hear me, although I could hear her. I immediately messaged her that I wanted to stop my contract. She replied that I should contact customer service. I did contact customer service requesting to opt out of my contract with them. They charged my credit card on 5/21/05, 5/28/05 and 6/4/05 for a total of $202.50. I want to be reimbursed for services I did not recieve. I am elderly (76 yrears ole), disabled stroke survivor and an ethnic minority.Business Response
Date: 06/07/2025
This has been resolved.Initial Complaint
Date:05/31/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had signed up for a one month trial with better help which was supposed to be a month to month service but they ended taking out $260 from my ****** account without my permission.Business Response
Date: 06/07/2025
This has been resolved.Initial Complaint
Date:05/29/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I paid $90 per week for therapist. I made an appointment. The nobody was there and nobody answers emails.Business Response
Date: 06/07/2025
We're unable to confirm membership without an email address. We are unable to review further.Initial Complaint
Date:05/28/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I checked the balance on our *** account to find that there have been monthly transactions of ****** since August of 2024 equaling *******. I immediately contacted Betterhelp at 4 am central time to let them.know that myself or my husband did not open or authorize these withdrawals. We have no emails or contact confirming we purchased or signed up. The agent at *** had to ask for my email as my name was not in the system.Business Response
Date: 06/07/2025
This has been resolved.Customer Answer
Date: 06/10/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *****
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