Complaints

The 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:05/28/2025

  Type:Sales and Advertising Issues
  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,
  
  ****** *****

• Initial Complaint

  Date:05/27/2025

  Type:Billing Issues
  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.

  BetterHelp has continued to charge my credit card for 6 months after cancelling their services. They are impossible to contact, have phone operators with no knowledge of the business or where to contact their billing department. All communication is done through email and even those communications are done through automated messages. It is a suspicious industry that has only created frustration and anxiety for the customer. (a little ironic providing the fact that they are a "helping" service industry. ) Would appreciate full compensation for services that were never utilized.

  

  Business Response

  Date: 06/09/2025

  This concern has since been resolved. 

• Initial Complaint

  Date:05/26/2025

  Type:Service or Repair Issues
  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 suffering from deep depression. I reached out to better help. This is an online company.I scheduled an appointment but I was unable to join the conversation due to lack of technology savvy.I emailed the company and said I needed assistance. I never got it.I then asked for another counselor. A new counselor emailed me and again I was unable to log in to the companies technology.When I tried to schedule an appointment I was told I couldnt have an appointment until I filled out more paperwork. I wasnt able to complete the paperwork because of my state of ******** I am being charged for biweekly appointments that I am unable to partake in.Better help said no appointments until paperwork is completed. Again paperwork was not completed because it was more than I could do at the ******** can they keep charging me for services that arent happening?

  

  Business Response

  Date: 06/07/2025

  This has been resolved. 

• Initial Complaint

  Date:05/15/2025

  Type:Product Issues
  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 signed up for betterhelp. I scheduled an appointment with a therapist for 5/14/2025 @ 5:30. I got onto the app at 5:33 and sent a message around 5:36. I never got a response so I sent another closer to 6. I didn't get a response until the following day and it stated after being 15 minutes late, appts are cancelled. I was NOT 15 minutes late and waited 30 minutes before I got out of the app. The first message I sent no longer reflects the original time sent of 5:36. It only shows the second one sent closer to 6 which makes it look like I was over 15 minutes late and I was NOT. I have since cancelled the subscription and want my money back since I did NOT receive services promised. I received absolutely nothing except a lying therapist tell me I was 15 minutes late. I have a witness to prove otherwise.

  

  Business Response

  Date: 05/22/2025

  Please ask that the individual respond to our response to resolve the concern. 

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair Issues
  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.

  A phone call would be preferable but my name is ***** *****.I learned about the BetterHelp App from watching **** ******** on ***********. When I finally gathered the courage to seek therapy you were my first choice. I jumped right in and had my first session with the therapistI was matched with. The therapist was ok but not what I expected. I wanted and needed more and so I knew I would have to make a change. I also learned that ** is not covered by my insurance but I still gave it a try. It was my understanding that the therapy would cost me $72 per session. I had 1 session and realized the price and the therapist weren't for me. No harm no foul I thought and I finally got to try out your service. I didn't know that my app subscription was set up for or could even be possible for recurringpayments. I've learned this isn't the case for some of your competitors and I don't really need to know why this was done. I just want it undone. I came to BH for help with my crippling depression due to financialstruggles over the past 3 years. Since downloading the app I have incurred more stressful debt which is causing a new depression as I can't even work today due to these issues being unresolved.I agreed to pay $72-4/5/25 for my session and it was paid. Since then I was charged another $72-4/27/25, then $90-5/4/25, and another $90-5/10/25. I don't know how a mental health company can help treat financial depression by sending their patients deeper into debt. Since learning about the charges I've made 4 phone calls for assistance that only lead to someone on a hotline stating they can't help and can only take a message for someone to contact me back. I feel I am owed a refund in the amount of $252 for the 3 extra payments after one 45 minute counseling session. Please find it in your heart to do the right thing as it seems that resolution is hopeless. If I die then I guess we will all know what pushed me over the edge. To whom it may concern@BH ??.

  

  Business Response

  Date: 05/22/2025

  This has been resolved. 

• Initial Complaint

  Date:05/12/2025

  Type:Product Issues
  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 am submitting this complaint regarding BetterHelps unlawful refusal to refund payment for services that were never provided, despite multiple attempts to resolve the matter directly.On August 3, 2021, I was charged USD $221.00 (NZD $316.89) for a BetterHelp subscription while residing in ***********. A session was scheduled for August 24, 2021, but I was unable to attend due to documented medical circumstances. No further services were delivered. Only a partial refund of $94.79 NZD was issued, leaving an outstanding charge of $222.10 NZD for services not received.BetterHelp has since refused to refund this amount based on an internal 12-month policy. This policy does not override consumer protection laws. As a New Zealand-based consumer at the time of purchase, I am protected under the Consumer Guarantees Act 1993, which requires that services be delivered with reasonable care and skill and that refunds be issued for non-performance. Under Section 32 of that Act, I am also entitled to compensation for consequential loss caused by the failure to deliver.This matter also raises concerns under U.S. law. BetterHelp is operating globally but failing to uphold its obligations to overseas consumers. The companys refusal to refund payment for undelivered services, especially when marketed to medically vulnerable individuals, may constitute a violation of the ************************ Act, which prohibits deceptive and unfair business practices.This is not merely a customer service issue; it is a breach of legal and ethical responsibility, and it reflects a troubling pattern of behaviour by a company providing mental health services to vulnerable populations.Resolution Requested:Immediate refund of the unpaid $222.10 NZD ($133.00 USD)Compensation of $2,000 NZD ($1,200 USD) for emotional and financial harm caused by service failure

  

  Business Response

  Date: 06/07/2025

  This has been resolved. 

• Initial Complaint

  Date:05/10/2025

  Type:Service or Repair Issues
  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 signed onto BetterHelp on May 9, 2025, after not being on it for 5 years. I was considering using the service again. But I wanted to apply for financial aid or update my payment method before deciding. Before I even had the chance, i was immediately charged $260.00 to my ****** and the money was removed from my bank account right away. I was not adequately warned that I would be charged and by what payment method when moving forward. I didn't even know I was changed until I was alerted by ******. I immediately tried to reverse this by cancelling and disputing it with BetterHelp's phone hotline as well as email. They failed to reverse the charge and said someone would reach out to me within 2 business days. If they took my money this fast, why can't they put it back this fast...especially since I reported the issue IMMEDIATELY. This is my bank account i use for paying bills and would never wanted to keep this payment method from 5 years ago. I am ********** this has caused me a major financial issue. This is sneaky, deceptive, unfair, and unacceptable. I am already disputing with ****** as well. But it is also taking too much time and need this money returned right away. I would never want to use this service again and this company needs to be investigated for such practices!

  

  Business Response

  Date: 06/07/2025

  This has been resolved. 

  Customer Answer

  Date: 06/09/2025

   
  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,
  
  ******** ****

• Initial Complaint

  Date:04/30/2025

  Type:Product Issues
  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 signed up for BetterHelp for their weekly plan of $65 a week. I was billed immediately. I then switched to the $45 a week plan to be billed every four weeks. As I had just been billed $65 for the second week of the initial plan and the fact that the new plan was to be billed in four weeks, I could budget for this. I was then billed two days later $180. I reached out to customer service and asked that this be refunded explaining how the billing structure was deceiving. I was told I would receive an email in the next two days. I asked to confirm if this email would confirm and include the timeframe of the $180 refund. I was told yes. I then received an email the next day reiterating how I had been billed, which made absolutely no sense. I responded saying that I had already explained to the person I spoke with how I had been billed and again asked for the $180 refund. I received a response offering me a discount. I responded saying that I did not want a discount and to please provide the $180 refund. I received a response then asking to email from the email associated with the account. I responded again saying that the email address I had been emailing from was the email associated with the account. I checked my account today and only see a refund of $54 which is less than I have ever been billed. I am asking for the rest of the refund ASAP.

  

  Business Response

  Date: 08/11/2025

  This concern has since been resolved

  Customer Answer

  Date: 08/11/2025

   
  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,
  
  ***** ******

• Initial Complaint

  Date:04/24/2025

  Type:Service or Repair Issues
  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 signed up to ************************** as an alternative to going to in person therapy. I failed to realize or did not understand that it was a weekly subscription and not based on how many sessions I had. From February 17, 2025 to Present I only have spoken with a therapist twice and have been charged $65 a week in since. When I initially signed up I was sent 8 emails and in one of those emails it told me it was a weekly subscription, which got "lost" among other emails that came to my inbox at the time. I feel taken advantage of, under the guise that someone was going listen to me and help me in a stressful time. Now I am more stressed out and out $520. Not even real therapist's charge this much depending.

  

  Business Response

  Date: 05/03/2025

  This has been resolved. 

  Customer Answer

  Date: 05/03/2025

   
  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,
  
  ******* ******

• Initial Complaint

  Date:04/19/2025

  Type:Product Issues
  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 interested in checking out BetterHelp after seeing an ad on *******. I went to their website and created an account to see what the service was about and if it would be a good fit for me. Upon creating my account, I received a notification from ****** informing me that I had been charged $320 by BetterHelp.This was shocking as I had just created a profile. I hadnt even found a therapist or seen what features were available. I went online and saw many other experiences that matched mine.This business practice is not only misleading but absolutely predatory. I would never recommend this product to anyone simply for the fact that they would go to charge a user immediately upon creating their account. Upon looking at more reviews, I found that their services were absolutely horrible. Support was difficult to work with and it took much longer to receive my refund than expected. If they can take my money the instant that my account is created, they should be able to refund me the instant I close my account.

  

  Business Response

  Date: 08/11/2025

  This concern has since been resolved