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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/30/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I was charged twice for a total of $90 for two sessions that I never received from Better Help. I contacted them and was told that billing is done in advance of sessions and you get charged whether you use the sessions or not. I told them I do not want the sessions anymore and want my money back.
Business response
01/02/2025
This has been resolved.Customer response
01/02/2025
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,
***** MikolajczyykInitial Complaint
12/18/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On June 2024, we canceled our membership for counseling due to poor service and also transferred our care to another practitioner to a different office not associated with Better Help.We canceled online on June 2024 and Better Help online system did NOT honor and process our online cancellation, after explicitly explaining that we are unhappy with their services and the quality of the therapy received. Better help fraudulently continued our online membership and continued to bill us monthly for $360 for services we are NOT receiving and that is illegal. To date, after two (2) more online cancellations on our part, one in October/November 2024 and again today, December 18, 2024, Better Help continues to fraudulently and unethically charging our credit card **** ending in 0494 for the amount of $360 each month totaling to $1,800 of charges we did NOT authorize and after canceling online three times. We want our refund today, asap, and urgently refunded back to our ***** card ending in 0494 for the amount of $1,800.00. We have supplied an attached PDF document of the ************* charges and these charges are NOT associated with any services performed, repeat, NO services NO sessions are logged or NOT performed at all with these charges therefore these charges were stolen from our credit card by Better Help.Business response
12/21/2024
Our team responded to this individual to resolve the concern.Initial Complaint
12/18/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I have been charged $300 a month after cancelling at the end of May. I have not had this serious issue addressed by Better Help.Business response
12/21/2024
Please ask that they contact us directly at ********************************** to resolve the concern.Initial Complaint
12/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I DO NOT recommend betterhelp. I put my card on file for a one time session and it charged my card for several months that were never used. You cant reach a person to talk to about it and have sent about 25 emails but all of the emails have not helped get my refund at all because I dont have the original card and my email address I was using no longer exists. They are just simply sitting on about ***** of my money and are refusing to refund it.Business response
12/21/2024
Please ask that the individual contact us directly, using the email address associated with this complaint, for our team to review further.Initial Complaint
12/13/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I signed up for this service hoping to get counseling. It was my understanding that I would be charged per session. The first ********* they paired me with didn't show up for the session. I waited 30 minutes on the video call but no one showed up. I scheduled a session with a different ********* and met with him one time. I then found a local ********* that I could see in person. I notified the Betterhelp ********* that I would not be need to schedule with him again. However, I keep getting charged for sessions. I am willing to pay for the one session that I attended, but I want my money returned for any other charges.I'm attaching the billing history. ******** ****** is the ********* who didn't show for the call. The second session with *** ******-******** was the only one I attended.Business response
12/14/2024
Our team has responded to the concern.Customer response
12/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, a refund has been issued, and find that this resolution is satisfactory to me.
Sincerely,
**** ******Initial Complaint
12/09/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I canceled a membership on Betterhelp probablly 18 months or more ago. At that time, I was able to log in and had no active membership. I thought of considering a new one and looked at who they would recommend. They started charging me $320 a month since July without any notice or emails or anything citing this was happening. I had this escalated to me by my accountant this week.I never spoke with anyone, this is so unprofessional. I received no notices or anything this was going on. I never met with anyone a single time. This is an extremely bad practice.Business response
12/21/2024
Please ask that they contact our team at ************************************************************.Customer response
12/22/2024
Better Business Bureau:
Complaint ID ******** is resolved. They were very proactive to address the situation.
Sincerely,
******** *******Initial Complaint
12/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
When I first started counseling services with BetterHelp, 10 minutes into the first session, when I said I was wondering if I had ADD (which I had also stated in my pre-counseling form) he said I cant help you and disconnected our video session. It took about ******************************************************************************** up to a different counselor (I have been very pleased with her).I then contacted them in November (I think around the 23rd) but I can not give the exact day, because with you once you send them messages you can not longer view your message. I have sent them multiple messages that I wanted to cancel my subscription, however, BetterHelp has not responded to a single message.Business response
12/14/2024
This has been resolved.Initial Complaint
12/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On November 2nd I requested a cancellation for my therapy membership with Betterhelp. I was charged and I told them that I did not plan to continue for the moment. Someone responded and said they would help he with a refund which never happened. I was charged $288 On October and did not use any of the four weeks therapy waiting for a refund. After weeks of waiting I also decided to put a pause on my account. But on December 4th I'm being charged again $288. I have emailed them several times and no response.Business response
12/14/2024
This has been resolved.Initial Complaint
12/03/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I had signed up for a free trial with better help in October but then we got it by hurricane ****** down here in ******* and I needed to cancel immediately because I could not afford $90 a week when Im having to rebuild everything from not 1 but 2 hurricanes. I canceled it within the timeframe yet every single week theyre taking money out of my Apple Pay and Ive been trying to get it to stop and get my money back for it like I said a service that Ive never used And I keep hitting brick walls. They dont have direct phone numbers and they hide behind answering services and Chatbots so they can keep taking your money even though they have a 100% moneyback guarantee for their company. Its 100% guaranteed that theyre gonna take and take and take but they aint gonna help you. This is supposed to be a company that helps with mental health and instead its just causing me to have mental health issues. They have taken out 660+ dollars and counting and I cant talk to a human being or get a refund because they dont careBusiness response
12/14/2024
Please ask that they contact us directly, using the email address associated with their account, at **********************************Customer response
12/15/2024
Complaint: 22633686
I am rejecting this response because: I have already reached out to them vis email and have been ignored for months now.
Sincerely,
******* ******Business response
12/21/2024
We do not show any contact under the email address used to file this complaint. The individual will need to reach out to our team, under the email address associated with the account, to resolve the concern.Initial Complaint
12/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Better Help was contacted many times in the past year and a half that we no longer needed their services. They have been charging a monthly fee of ******/month for no services rendered. We have been trying to be nice but now we are done. You can only get the answering service and they say someone will get back to me but they never do.Business response
12/14/2024
Our team responded to the concern and we are awaiting the reply from the individual to review further.
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Get a QuoteCustomer Complaints Summary
428 total complaints in the last 3 years.
109 complaints closed in the last 12 months.