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Complaint Details
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Initial Complaint
04/05/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I looked into Better Help a few months ago and signed into the website to explore therapists, and filled out a questionnaire. Ultimately, i was connected with somebody that, after reading their bio, i did not feel was a good match. I clicked a link to no longer be offered appointment suggestions and thought that was it. Today i saw a charge of $360 from Better Help and looking back saw i had another charge in March. The website states you will not be charged until you are matched with somebody, this implies you approve the match and make an appointment. I have contacted them with no response but am looking for full reimbursement of my funds with no further charges.
Business response
04/10/2024
This has been resolved.Customer response
04/11/2024
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,
*********************************Initial Complaint
04/02/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
We signed up for this app and were charged $360 for what should have been 4 counseling sessions We were able to schedule 1 session and then all others were cancelled by the therapist Then we were charged again $360 and still had only one session We have called for help to resolve this and also reached out in the app and at the companies messenger account with no getting back to us This app feels like it is a scam and taking advantage of vulnerable peopleBusiness response
04/05/2024
Please ask that the individual contact us directly at ********************************** to resolve this concern. We're unable to locate customer information based on the information provided and we would like to resolve this concern.Initial Complaint
03/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Betterhelp has been charging my credit card without my authorization and when I tried to contact them they refused to give me a phone number so I can call and speak to someone about charges. I had to email numerous times with no resolution. Someone has used my charge card and is charging me $260 for Betterhelp and I want it stopped and I want to be refunded but no one at Betterhelp will assist me.Business response
04/05/2024
Our team has communicated with the individual as appropriate to our polices for this unique experience.Initial Complaint
03/24/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Charged for services NEVER used. Around $960 in services that I was not using. BetterHelp.com Didnt notify, did not realize I was still being charged. Want full refund please.Business response
04/01/2024
This has been resolved.Initial Complaint
03/19/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I applied then changed my mind and cancelled my membership after seeing some reviews. Very quick to take out $45.00. I never made an appt.!! I want the $45.00 put back into my acct. by the end of today! Ridiculous.Business response
03/25/2024
This has been resolved.Initial Complaint
03/18/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I had signed up with Better Help an online website for psychiatric care when I realized it was a monthly charge I immediately cancelled it. I was sent a text to confirm a phone/facetime appointment with one of there counselors and I hit cancel on the text message for that appointment to be canceled. Well I had used my health savings card when I first thought I was just making a one time appointment then when I realized they were charging a subscription fee I immediately cancelled. I never had one single appointment with any of there Psychiatrist or Counselors. So way on down the line Im getting alerts from my HSA company that they need receipts from two visits with Better Help one from March 14,2023 for ****** and a second visit for ***** 12,2023 for ******. I never ever had any appointments with any of there so called providers ever. When I got the alert from my HSA I emailed better help with no response at all. I called better help @************ and spoke with a ****************** And was told there was no one there that could handle this situation and she would email someone ( not sure who) and that person would email me back in 1-2 business days ******* stated they would not call my phone I tried to ask her to have them do that she stated they only email. Well I never received a email from better help after that first phone call so I called again today and spoke with a ************** She told me the exact same thing ******* had told me. I tried to ask her the names of the people who could handle this situation and who would be emailing me back she did not know. I finally got it out of ************** That they are just a answering service and there is no way to ever reach anyone with better help and they are not given names or numbers of anyone in that company they also only can communicate with them through email only. ************** Did go on to apologize and say the complaint Im having is all to common with the calls they receive. They scammed me out of ****** and I want my money.Business response
03/25/2024
This has been resolved.Initial Complaint
03/13/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
January 8, 2024, I pre-paid $180.00 for four (4) therapy sessions. I discovered that Better Help has one telephone number (answering service) to relay customer issues. The service asks for your telephone number and email address. They will contact the caller in one to two days via email only. I have never received a phone call. This method of communication is not acceptable nor effective to its customers, as this type of communication lacks direct problem-solving to resolve real time matters.I have asked for a partial refund as only one therapy session was used. The toll-free number apparently, has all of a sudden, become a non-working number.Are they no longer in business??Please provide assistance in this matter as soon as possible.Thank you and best regards,*******************************Business response
03/19/2024
This has been resolved.Initial Complaint
03/13/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
13-03-24 i tired to sign up for better health all thing pointed to a single charge of 65$which i agreed to and they charged me 430NZD-i cancelled the service immodestly upon seeing the charge on my bank app. and asked them to delete all my info through better help app.i have emailed their support email and they can't find **** have never used the app or intend to use it please help me getting a refundBusiness response
03/20/2024
This is now resolved.Customer response
03/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaintID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
03/11/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I signed up with Better Help because I needed mental health help. I have been charged 3 times to my card in the amount of $48.75 for a total of $146.25 even though I have never had any communication with a counselor by phone or by chat. They emailed me a counselor several days after my card was charged the first time and I requested a new one immediately because they did not fit my needs or the profile that I created on their website. I was asked to share confidential information about myself and the person that they sent me did not fit. Although I requested a new counselor immediately, I was not sent a new person and I was still charged the 2 times after that request. I have phoned 2 times requesting another counselor or a refund and they did not get back to me until I cancelled the account and stopped my card from being charged again.Instead of sending me a new counselor or ending my membership, they extended my account after a failed payment of me blocking my card and then charged the amount again after I turned my card back on. I was getting no where from calling so my mom called since I was using her credit card and they would not accept her phone call. I still received no change of counselor or a phone call to discuss and support so I ended the membership so that they would not charge my card for the 4th time. After cancellation, I received no support or calls of concern from their customer service. It made me wonder how much they are really trying help people or is this just a money laundering scheme. I bet so many people sign up for this and don't even realize how much times they are charged weekly without any real support.Business response
03/14/2024
Our team has provided feedback regarding the concern. The account owner can contact us directly, using the email address associated with their account, to resolve any concerns. Our team responds to all concerns within one business day, if not sooner.Customer response
03/21/2024
I have submitted a request to them from the response that they sent to BBB. I wish to keep this open until they respond or send refund to me.
Good evening
I am writing in response to your response on my complaint to BBB: complaint #********
Our team has provided feedback regarding the concern. The account owner can contact us directly, using the email address associated with their account, to resolve any concerns. Our team responds to all concerns within one business day, if not sooner.
I did attempt to reach out to you prior to my complaint with BBB through 2 phone calls, first a phone call from myself and then a phone call from my mother because she is the holder of the credit card account that was charged. Your response to my calls via email came days later after I cancelled the account so we would not be charged a 4th time. I never received any services from you and requested a counselor change right away because I knew immediately they would not fit my needs and comfort level due to past experiences. The only thing offered from you was an extension of the account for 2 weeks, versus what I needed which was at first a counselor change but since that did not happen and I needed to find another source of support, I requested a refund. I was excited to try your service for immediate help but am now disappointed because your company should have handled this smoother, especially with the mental health needs being so high and important right now. This only brought distress to me and I would appreciate a full refund because I did not benefit from your services.
Thanks in advance,
***********************Initial Complaint
03/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I've asked this organization to please leave me alone ive blocked them i dont even know how they got this new email.Business response
03/11/2024
We do not show any communication in our system with the email address used to file this concern.
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Get a QuoteCustomer Complaints Summary
448 total complaints in the last 3 years.
153 complaints closed in the last 12 months.