Complaintsfor7 Cups of Tea

• Initial Complaint

  03/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contacted 7 cups by phone at their customer service number and left voicemails 2 times regarding this issue, I have also emailed the customer service team 2 s as bd filled out the refund request form. Ive only had my account for 9 days up to this point and have been trying to request a refund because the therapist has only reached out once a day abs I didnt feel as though this was good fit.

  

  Business response

  03/15/2022

  Hi there, 
  
  I have asked the billing department to get in contact to resolve your issue. They will be in contact today. 
  
  Best wishes, 

  Customer response

  03/15/2022

  
  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

  03/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  7 cups of Tea is a great platform for memebers-listeners support but an AWEFUL one for bought online therapy.I purchased an online therapy which cost me 150$ a month.I got back 1 messages a day from my therapist, which is low enough, but the problem was not that.I got SUSPENDED as a member - no idea why. just blocked.So I couldn't talk to my therapist!Is that crazy or what?! I paid for a service then got banned for something I have no knowledge on, then for 8-9 days was running around sending mails to "7 Cups of Tea" with 0 to none respond!!!This buisness should stop offering online therapy the experience is so bad it feels like a scam.I demanded a refund and got ignored on mails for weeks. absoulotly zero costumer support with no responsibility. The therpist herself was unhelpful and even cold, didn't lift a finger to help me sort it out.In the end, I suggested she will make up for the missing time somehow and she laughed at me, writing me in a very unprofessional way that it's not her fault and if that's my attitude I should go and cancel me subscription right away, like, she doesn't gives a **** basically.I have repeatedly asked for responses to my messages and got ignored.I want a refund of the 150$ I paid

  

  Business response

  03/15/2022

  Hi there, 
  
  I am so sorry to hear of your experience on 7 Cups. However, we can see that your account was used to send inappropriate messages which then meant that you were unfortunately banned. When you sign up for therapy on 7 Cups, we do make it clear that we have guidelines on acceptable behaviour in the Terms of Use. These have not been followed. 
  
  The billing department will be in contact with you today. 
  
  Best wishes, 

  Customer response

  03/15/2022

  
  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.
  
  However - the fact you banned me again because of my complaint in BBB is a shameful behaviour on your side!
  
  Did you know that today I listened to a woman in a hospital waiting to hear if her father will stay alive after a heart attack?
  this is just one of the people you cut off from being listened to.
  
  
  
  
  I got refunded - but got suspended as a listener and a member.
  As a platform of support, such actions, as reveange: are unacceptable. you are hurting real people with real needs.
  Just today I listened to a woman waiting to see if her father will stay alive after a heart attack. Now we got cut off because 7 cups decided to "punish" me for complaining to BBB. Shameful.
  
  I am dealing with *** addiction, there, I said it.
  So I probabaly got banned based on this fact. It is quit impossible for me to get help and be supported without talking about sexuality.
  
  And the fact I got banned, doesn't mean I should be charged for a service I didn't get.
  
  and on top of it all - your support did not respond for 8 days!!!
  Hold and behold, when going for BBB complaint, you guys responded in less than 48 hours.
  
  Just shameful approach.
  You platform is great help and should be cared and charished
  
  Regards,
  
  ***** Yuval
  
   

  

  Business response

  03/16/2022

  Dear *****, 
  
  I hope you are well. At 7 Cups there would not be any consequences due to submitting a complaint because we take customer satisfaction very seriously. We are unable to discuss the issues surrounding your account through this means of communication but you are more than welcome to email us at ***************** 
  
  Best wishes, 

• Initial Complaint

  03/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Someone created an online account using the information I have attached. I have no idea of how to contact this company. The information on line only takes you to their site for logging in. This is a concern for me and feel I may need any transcripts, account information and when this was created. I have never contacted this company nor used their services. I need help to have this removed and expect them to do so however, they provide no help in order to do so.

  

  Business response

  03/15/2022

  Hi there, 
  
  I hope you are well. I am so sorry to hear of the issue you experienced. We have deleted the account and all of the data associated with the account. I can also confirm that you have not been charged for using any of our paid services at 7 Cups.
  
  Best wishes, 

  Customer response

  03/15/2022

  
  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,
  
  ****** (****) Long
  
   
  

• Initial Complaint

  02/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hey thanks for taking the time. This business is a scam because at a desperate time when trying to find therapy. I paid then was matched with a therapist who informed me she was not able to do therapy with me Because of my location and that I had to contact the company to be disconnected from the therapist in order to find a new one. I asked her if she could help and she said try reaching out to the email support. So I reached out multiple times. At that point I asked the therapist to help me refund my money. Of course she said contact customer support who again never got back to me. I was paying $150 for a month and it had been over a week in a half and I was stuck with a therapist I could not do online therapy with, per the therapist that said it was due to my location. I contacted customer support multiple times with no response. I never received any therapy from this company. Never received any response from customer service either. I wasted a $150 on a service I did not receive at a desperate time where I needed help and never received any response from customer service. They took my $150 and ran basically and thats all they cared about. Thank you for taking the time. ***********************

  

  Business response

  02/19/2022

  Dear Cody, 

  I am sorry to hear of your experience. You are able to switch therapists at any time for no extra fee and this is made clear when you sign up. ******** Services will be in contact to discuss the next steps with you. 
  

  Best wishes,

  Customer response

  02/19/2022

  
  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,
  
  ***********************
  
    That was not at all the case I was personally informed by one of your  therapists that I have to contact customer support in order to allow myself to switch therapists. At that point I have paid for half the month and had not had any contact with a therapist. I specifically asked the therapist multiple times if I could have her assist me on how to get a new therapist that would give me the the therapy I paid for. She said to continue to contact customer support multiple times and that was the only way how. I was completely misinformed by your therapist. Again I paid $150 upfront when ur business also clearly advertises $37 a week which is clearly also not true. I have not received therapy and asked multiple times for my money back due to the fact that I paid for services I never received and was completely misinformed by one of your therapists. Also, its crazy to think that people try to use your service when they really need help and all you care about is taking peoples money whether or not you can provide them the service they are promised and need at a desperate time in their life. Completely unacceptable. 
  

  Cody Quillin 

  
  

• Initial Complaint

  02/15/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 2/09 and 2/10 I was charged twice for a service I only have once after the initial subscription I had was cancelled, I had decided to get another, but upon doing so must have reactivated this other subscription that was deemed "cancelled and inactive". I had emailed them about getting a refund on this due to me being subscribed to the same therapist twice and that the second one was a mistake on their part. I had gotten immediate responses till I had started showing proof that I was charged twice and wanted a refund since then they have yet to respond.

  

  Business response

  02/21/2022

  **********,
  
  I hope you are well and thank you for contacting 7 Cups. We have responded to your email in full. 
  
  Best wishes,

• Initial Complaint

  11/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased therapy with this company. I didnt use the service and requested a refund. Its been over a month and they havent even responded to those request. I want my money back. This company is a scam

  

  Business response

  11/22/2021

  H there, 
  
  I am sorry to hear that you were disappointed in the services that were provided. We can see that the services were used on 7 Cups and the billing department will be in contact soon. 
  
  Best wishes, 

• Initial Complaint

  11/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for therapy for my anxiety through 7 cups on August 26th, 2021. After a short time, just over a week, I emailed asking if I could get a partial refund because I felt I was not getting what I needed. I got no response. On September 26th, I cancelled my subscription. On October 6th I still got charged for another month of therapy. I emailed them about this to get a refund and got no response. I ended up emailing a 3rd time and got told they couldn't find my account and that I needed to give some information, I did. I also called the number on the website and it had a strange message, then connected to someone who asked for all my info and then wanted my full card number, which I refused to give because they obviously have it since they charged me (it was all very fishy). They hung up on me. I called a number that was in the first welcome email I had been sent and it was to a rental company. I have not had any email response back since I sent the info they requested. I want my $150 back and a partial refund for the previous month would be nice too! I feel like this company is a scam. They certainly do nothing for mental health and their lack of contact makes me feel very suspicious of them.

  

  Business response

  11/04/2021

  Hi there, 
  
  Thank you for your message. We have responded to your email. Please be aware that you signed up for a subscription service and it is made clear during the signup process that it is a recurring subscription until you choose to cancel in your Settings. 
  
  Best wishes, 

• Initial Complaint

  10/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  For the past two weeks, I have been denied therapy by 7Cups due to me putting a profile picture (that violates 0 community guidelines. I am currently in an incredibly awful situation that is exacerbating my mental health that 7Cups is completely aware of and they knowingly took away my therapist and deactivated my account. Im not even sure if its legal for that to happen, but Id like to warn anyone that thinks about using them. They make their contact information impossible to find, and upon looking for their contact info on ******* it came to show that on their own website, they have the wrong phone number posted. It is impossible to get in contact with them. Possibly the worst mental health service Ive come across. Ive attached the profile picture I posted. (Keep in mind that it was also cropped to literally only my face and my phone.

  

  Business response

  10/27/2021

  **********, 
  
  We do apologise for the inconvenience caused and we have reached out to you but have not had a response from you yet. At 7 Cups, we have automatic filters that can place a ban on an account if it believes it is breaching the Terms of Use at 7 Cups. It looks like your photo was not against the community guidelines but was automatically banned as they can be very sensitive. We apologise for any inconvenience this has caused you and would like to put this right for you. 
  
  If you still want to discuss your concern please respond to our email. 
  
  Best wishes

  7 Cups

  Customer response

  10/27/2021

  
  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

  09/27/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I paid for therapy services for 7 cups of tea, but NEVER heard back from the therapist. Ive tried reaching out to 7 Cups customer service for a refund but I never received a response and its been 2 weeks.Also, since I reached out to the customer service team, my account was mysteriously banned and I was given no reason why.

  

  Business response

  09/28/2021

  Hi ****, 
  
  I hope you are well. The billing department will contact you shortly to discuss the next steps. 
  
  Best wishes, 

• Initial Complaint

  09/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have tried contacting, leaving messages, emailing them and nothing . I got charged 150 and didnt use the services nor do I intend to. I need my 150 back . I didnt agree to it. It was a trial. This company is a scam. I was looking for help for my mental health and this made it worse . Ive been filling out refund request and no one ever contacts me. This site is a scam

  

  Business response

  09/17/2021

  Hi ********, 
  
  I hope you are well. I am sorry to hear of the issues that you've experienced. You did sign up for a monthly online therapy subscription and the billing department will be in touch to discuss the next steps. 
  
  Best wishes, 
  
  **** Meighan 
  Director of Clinical Operations 

*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. ↩