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Complaint Details
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Initial Complaint
09/11/2023
- Complaint Type:
- Advertising/Sales Issues
- Status:
- Answered
They advertise,Need Someone to Talk to?Our Counselors and Listeners Are Standing By.The term talk is used loosely by them and a common action used via talk is associate using ones mouth. They offer no such, only via text or chat.Business response
09/12/2023
Hi there,
Thank you for your feedback! On our sign-up page, we do make it clear that your therapist will respond by sending your a written message, Monday - Friday 1-2 times per day Please email us directly using the support email address and we will be in contact with the next steps.
Best wishes,Initial Complaint
05/02/2023
- Complaint Type:
- Problems with Product/Service
- Status:
- Resolved
Hello,My Account By The Username @dylanthecat2001 Got False Banned And I Was Never Notified Of The Reason, I Looked To 7 Cups As Last Result As Whenever I Talked About My Struggles With Social Isolation,Sucidal Thoughts,Online Obsessions Online I Kept Getting Banned. I Feel Like I Have Been Singled Out Purely On The Basis That I Am On The Autistic Spectrum As I would Use My Account To Share My Story In The Peer Support Circle Chat Something That Everyone Is Allowed To,However For Some Reason I Was Unexceptionally Blacklisted From The Website For Doing So. I Have Reached Out To Support And The *** About This Situation As This Is Causing Enormous Mental Distress And Adding To The Trauma I Have Been Subjected To On Many Online Communities.Business response
05/03/2023
Hi *****,
I am so sorry to hear that you've been banned and I wanted to let you know that there has been a mistake. Please fill in this form here and we will restore your account: ********************************************************************************************************;
Best wishes,Customer response
05/03/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***********************
Initial Complaint
02/13/2023
- Complaint Type:
- Advertising/Sales Issues
- Status:
- Answered
I completed required fields to start to receive therapy from 7-Cups. The price advertised was $37.50, I was charged $150! I immediately cancelled subscription and have had no luck with contacting customer support (always requesting that you leave a voicemail) and sent multiple emails requesting a refund for a service that I didnt receive. No one has contacted me.Business response
02/21/2023
Hello there,
I am sorry to hear of the issues you have been facing. We do make it clear that your bank account will be charged $150 for a monthly subscription. I can see that the charges have been disputed, we are unable to lift them our side and you will have to contact your bank as the money is on hold as you disputed the payment.
Best wishes,Initial Complaint
12/16/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I paid $150 for a month of online therapy via email/chat. Was unable to use the chat/email because of frequent nonsensical interruptions by the website's ap. So I quit in frustration within an hour of signing up for the service. I followed the website instructions for canceling the service. This was less than 1 hour after I paid and signed up for the service. I never had any more contact with the service. I received no therapy from them. and yet on my credit card statement, (received 6 weeks after the 10/26/22 financial transaction) I was charged the full $150.I paid $150 for trying unsuccessfully to use their service. When I called to discuss the problem with the company (to the customer service phone # they provided) I was told to leave a message and they would get back to me. Then I wrote them several emails and have heard nothing back. I think I deserve all or a pro-rated amount of my $150 refunded to my credit card.Business response
12/27/2022
Hi there,
I hope you are well. We have resolved this for you and please let us know if you have any further questions.
Best wishes,Initial Complaint
11/04/2022
- Complaint Type:
- Problems with Product/Service
- Status:
- Answered
After being recommended 7Cups by several people, I was excited to try it! I even came in with the mindset of making a purchase. I signed up for a licensed therapist. It took about 2 days to get in contact with someone and about another 3 days to learn that there were no therapists available in my area. They did offer to help me find someone internationally. I declined as there are other options available to me. I asked for a refund, but only got back 1/3 of the cost. I spent $100 to be told there is no one in your area. Im extremely upset that I needed help, sought help, couldnt find help, and lost $100.The services are $150/month. I got refunded $50 the therapist only sent me three messages. 1- asking which state I reside in. 2- telling me theres no one available, asking if Id like an international therapist. And 3- saying she sees that I canceled the services. Please stop charging people $100 just to be told they cant get help. I used the app because its budget friendly. If I could afford traditional therapy, I would go. Since I cant, Im using these resources now Im out $100 and still need to talk to someone.Business response
11/14/2022
Hi there,
I hope you are well. Thank you for contacting us at 7 Cups. Please contact ***************** to discuss the next steps.
Best wishes,Initial Complaint
10/31/2022
- Complaint Type:
- Problems with Product/Service
- Status:
- Resolved
On October 16, I was in need of someone to help me deal with MDD. I found 7 Cups. I read it as they would charge 35 a week and you could cancel at any time. Instead they charged $150. I am already dealing with depression and anxiety and this has really bothered me. I instantly sent a request for a refund with nothing done. There isnt a phone number to talk to someone. I am very upset with this company burdening people at their lowest.Business response
11/01/2022
Hi *********,
I am sorry to hear of the issues you've been experiencing. I can confirm we have now resolved your issue. We were provided with incomplete information from yourself which held up the process.
Best wishes,Customer response
11/02/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*********************************
Initial Complaint
08/30/2022
- Complaint Type:
- Problems with Product/Service
- Status:
- Resolved
I only requested a refund from 7cups and I havent heard back from them. I dont understand why. I filled out the forms on their website. I requested a refund because Im unhappy with their services. My therapist isnt helping me the way I needed it and I told her that and also I feel like I need something else the therapist doesnt provide me. I would like a refund because I didnt use the service for a whole month and this site is doing damage to my mental health. I feel betrayed by my therapist and it still feels like she doesnt care about me. Switching therapists didnt help me.Customer response
09/01/2022
To whom it may concern,
I have received an email response from 7 cups and they have issued a partial refund on my behalf. I just wanted to let you know that the issue has been resolved and Im happy with the resolution. Im just letting you know that I want to close the case I opened against them.Initial Complaint
06/29/2022
- Complaint Type:
- Advertising/Sales Issues
- Status:
- Answered
I was having a major mental health crisis so I went to 7Cups because my therapist is on vacation I tried chatting with 2 different listeners after typing an exhausting and lengthy explanation of why I was there I got no reply from either listener I waited over 10 minutes for a reply. So I clicked on chat w/a therapist I talked to **** she said because I only needed a therapist for today instead of their subscription service she would clear me to chat and to send an email to the provided address. I did and I had to explain over 4 different messages what I needed they still kept questioning me. Then they asked if I had chatted with a listener and opened an account I said yes. Then there were more messages questioning me. I was having a major mental health crisis and needed help I didnt get it from the listeners and going back and forth answering stupid questions and repeating myself it caused more anxiety all I wanted was to talk to someone as they advertised I was willing to pay for the therapists time. The email exchange in someone already in crisis sent me to the hospitalBusiness response
07/18/2022
Hi *******,
I hope you are well and recovering since you sent in your email to us at 7 Cups. We are sorry to hear about the issues that you had signing up for our online therapy services. You can sign up here: www.7cups.com/online-therapy and if you need any further support please email us.
Best wishes,Initial Complaint
06/24/2022
- Complaint Type:
- Problems with Product/Service
- Status:
- Answered
Cancelled my account after one day because the therapist reccomended a higher level of care. I have been in an email exchange with them for 22 days now and they say they "cant find my charge" or my account. They responded to my request to date my account and then deleted it before ever responding about tjenrefund which I emailed them about almost 2 weeks prior to asking them to delete the account after I got the refund. They are giving me the run around and asking for unrelated personal information now.Business response
07/18/2022
Hi *******,
I hope you are well. It have followed up and your issue has been resolved. Please let us know if we can support you with anything else.
Best wishes,Initial Complaint
04/26/2022
- Complaint Type:
- Problems with Product/Service
- Status:
- Resolved
Hi so I signed up for 7 cups and they took 196$ right away from my account. I did not access any of the services or even talk to someone, I just wanted to sign up and see everything I did not like the app so I pressed quit therapy and requested a refund. I have sent them countless emails and they are not responding it has been almost a week now. I need the refund because I did not use any of their services. I did not know they would charge me right away.Business response
04/27/2022
Hi there,
Thank you for your message. The billing department will be in contact with you shortly to discuss the next steps. We do make it clear that you will be charged for services immediately upon sign-up.
Best wishes,Customer response
04/27/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***********************
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Contact Information
222 Avenida Vista Del Oceano
San Clemente, CA 92672-4546
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Get a QuoteCustomer Complaints Summary
31 total complaints in the last 3 years.
2 complaints closed in the last 12 months.