Complaints
Customer Complaints Summary
- 369 total complaints in the last 3 years.
- 103 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:12/02/2024
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 provided my credit card information in hopes of finding an online therapist. They immediately charged my card *****. I never spoke to or corresponded with a therapist. I received some emails from the company and reached out to tell them I didnt want to move forward with their program. I then received another charge for another $***** on my card. I still have never spoken to a therapist and have contacted them again about these charges and told them I didnt want their service. $160.00 charged to me for absolutely nothing. They are a fraud.
Business Response
Date: 12/14/2024
Our team has responded to the concern.Initial Complaint
Date:11/26/2024
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 asked for a therapist to be chosen for me, I DID NOT authorize any payment of any kind to BetterHelp, nor have I ever spoken with a therapist other than via email which she engaged me in. That is entrapment and I want my money back, plain and simple.Business Response
Date: 12/14/2024
This has been resolved.Initial Complaint
Date:11/24/2024
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 canceled BetterHelp a few months ago. I emailed them and they offered a discount. Today I was charged again $195.00. I haven't used the service since I canceled. Password recovery prompt don't even come through email. I have tried many times.Business Response
Date: 12/14/2024
We have responded to the concern.Initial Complaint
Date:11/24/2024
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 paid $3235 for therapy sessions on BetterHelp, and I would like a total refund from the business after experiencing sexual harassment from my therapist.I was in a therapy talk session with ****** Enzuewich (NY LCSW ******) on BetterHelp on Wednesday, November 20th, 2024, 2:45pm, when during our phonecall ****** was watching ******** pornograpy. About fifteen minutes into the phone video call with ******, he turned off his camera. I was continuing to talk with ****** when I heard a woman loudly moaning "ughh": unmistakably a *********** video. Obviously, ****** had clicked open, or un-muted, a *********** video in the web browser on his computer. ****** opened another browser about five minutes later, because I heard a loud advertisement for 'Jerkmates', most likey a pop-up browser to another *********** website. The conversation became super awkward, and ****** ended the call shortly after.I believe that this is a case of sexual harassment, sexual misconduct, and negligence for my therapist on BetterHelp to be watching *********** during our therapy session, and it was traumatic and psychologically damaging.I have reported the issue on the BetterHelp app. I have also e-mailed their contact support two times and called the BetterHelp support hotline once. I have not received any response from BetterHelp.I am also filing a complaint with ***********************************'s Office of the Professions against Mr. ********** because I believe that this is professional misconduct as defined in Education Law and in theRules of the Board of Regents.Business Response
Date: 12/14/2024
This has been resolved.Customer Answer
Date: 12/14/2024
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
Date:11/23/2024
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 had an account a few years back with Betterhelp to seeking med management and therapy. I closed it a few years ago. I have been thinking about seeing a therapist again so I went back to check my account. When I clicked reactivate my account I thought I would just be able to view my account and if I wanted to use the services then I would have to pay. Well what I didn't know is that they had my bank account on file. I don't remember giving them my banking information although I guess I did a few years ago. I remember them having a credit card of mine on file, but I haven't had that card in long time so they couldn't charge it and I guess just dipped right into my checking. Now I'm out $360.00 and I cannot get a hold of this company for a refund. I submitted a ticket with the company about a week ago and haven't been responded too. I even leave messages with. I thought I'd give it a shot since I already accidentally paid, but I didn't use the services and I don't plan on it. I would like a refund of $360.Business Response
Date: 12/14/2024
This has been resolved.Customer Answer
Date: 12/15/2024
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
Date:11/17/2024
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.
Betterhelp sold my information. I signed up for BetterHelp in attempts to seek help for my mental health issues that I was struggling with. I signed up on my new and fresh email account, and they shortly after started to ******* me with loads of emails and text messages, in which I unsubscribed from after days of being frustrated. (I didnt sign up for any other company other than betterhelp with this email). Months after unsubscribing, I am still receiving spam from different spoof emails about Betterhelp ads. I unsubscribed from these ads as well, contacted BetterHelp weeks ago regarding these ads, and blocked these emails, but they will not stop. It has been months of spam on my new email account, and I have received no response from Betterhelp about it. Betterhelp is negatively affecting my mental health, and I never would have thought that I would be bombarded with spam not even two days after signing up. I have unsubscribed multiple times, but they will not stop. I urge this company to stop their spam email and leave me alone. Not only is selling your consumers information as a mental-health company outrageous, but making it so they cannot unsubscribe is unlawful and violates the CAN-SPAM Act. Not to mention, this company just went through a lawsuit in which they had to pay consumers for selling information. Looks like its about to happen again.Business Response
Date: 12/14/2024
Please ask that they contact us directly at ************************************************************.Customer Answer
Date: 12/14/2024
Better Business Bureau:
I have stopped receiving spam emails from betterhelp since after filing a complaint from the BBB. However, after contacting betterhelps customer service email at least 3 times while I was receiving spam emails, I received absolutely no response from them. I hope there will continue to be no further future contact from BetterHelp, and I will not be using their services in the future.
Sincerely,
Zia WInitial Complaint
Date:11/15/2024
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 requested cancellation 3 or more months ago and Betterhelp continuted to take out a total of $300 and $810 for services I did not received. This made my account go into the negative and I am requesting a full balance back including fees.Please help me. This is so stressful.Business Response
Date: 11/26/2024
This has been resolved.Initial Complaint
Date:11/15/2024
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 signed up for Video Counseling sessions. I wasn't able to get the BetterHelp platform to work. I never met with a counselor and have been billed $320 "Subscription" charge for counseling services I never received. The $320 is in addition to the initial fee for a counseling session that did not take place due to the website/ counseling platform not working. I wrote the company on 9/13/24 requesting my account be closed. It was not closed and they continue to bill me.Business Response
Date: 11/25/2024
This has been resolved.Customer Answer
Date: 11/25/2024
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
Date:11/13/2024
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 reviewed an online therapy company that initially charged $25 dollars for further information. I gave my ****** account information and was immediately charged $260 dollars. A therapist was assigned to me, I had not even reviewed or chosen. I immediately filed a complaint which ****** has said they are investigating for several days. In the meantime ****** proceeded to charge my discover card. This is a bait and switch. This is fraud of a 79 year old woman.Business Response
Date: 11/25/2024
This has been resolved.Initial Complaint
Date:11/06/2024
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.
April 2024-current date Better Help collects prepayments for session up front. $360/month for 4 sessions.If a session is skipped due to scheduling issues (therapist or client) they seem to be considered lost. I had prepayments continue. Contact ** with schedule showing what I paid, what was used.Currently my CC had fraud and I am awaiting my new card. My account for payment can not, as yet, be updated. I contacted ** about and sent them payment schedule showing today's appt would still be covered. They assured me I would have a grace ******* Tried to sign on for today's scheduled session and could not get on. Site requested updated payment info.For an online therapy service to be more concerned with money but no help with how sessions actually can work and not give a customer service line for help is not helping their clients. Also, they don't send invoices to get reimbursements by health insurance though requested many times.Business Response
Date: 12/14/2024
Please ask that they contact us directly at ************************************************************.
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