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:04/09/2025

  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.

  We need a class action suit against this company. I had a birth control prescription with Simple Health years ago but it had already expired by the time Twentyeight Health bought them, so I never created an account with 28H. Nevertheless, about a year ago 28H used my payment information from Simple Health to sign me up for a $12.99 a month subscription that I never asked for, was not aware of, and do not want. I dont even have an account on their website to view or cancel it - its just on my card. Unfortunately, I didnt realize until just now when I was going through my statements with a fine tooth comb for tax season. A mistake on my part for sure, but fraud from 28H.

  Business Response

  Date: 04/10/2025

  Hi *****,

  Thank you for reaching out. My name is ****** and Im a member of the ********************** here at Twentyeight Health. I truly apologize for any inconvenience or frustration and am committed to providing further context and ensuring this concern has been resolved to your satisfaction.
  
  When your prior tele-health company ************ discontinued operations in 2023, ************ and its physician practices entered into an agreement with TwentyeightHealth that included a secure, confidential, and legally compliant transfer of your medical records and prescription files under a Business Associate Agreement to ensure continuity of care. The records we received from ************ indicated that you had an active account with their service, and we sincerely apologize if this was not accurate. 
  
  We aim to be as transparent as possible when it comes to the out of pocket costs associated with using our service. Because your account was active in our database and we had not received any requests to downgrade or cancel your services, you were moved onto the ************* Plan at $12.99/month along with other active users in 2024. We sent advance notification of this to the email associated with your account on 5/16/24, which included an opportunity to opt out and move to our ********** Plan at $0/month, but we truly apologize for any inconvenience. 
  
  I understand you were able to connect with ******** from our Care Team as of yesterday, 4/9/25, and can confirm she assisted with cancelling your account and refunding all previous transactions with our service.
  
  Our mission is to empower individuals with trusted information, affordable access and convenience for their reproductive and sexual health. As such, we are committed to learning from your feedback as we continue to evolve.
  
  We truly appreciate the opportunity to resolve this concern to your satisfaction. If you have any additional questions, please do not hesitate to reach out to our customer support team. 
  
  Kind regards,
  ***** *********  **** ** ******** ********** *** **********

• Initial Complaint

  Date:04/03/2025

  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.

  In 2023 I cancelled my service with 28health. They charged my account for almost $300, for birth control. The medication was never received. I was never given a tracking number, nothing. When I told the company the birth control never arrived; they told me to file a complaint with the delivery service. They could not provide me with a tracking number to file a complaint. I called my bank and they made them refund me for no product received, no tracking number. Two years later, after i cancelled my service, they decided to charge me for a monthly subscription AND for a birth control that I dont even take. When I called them to ask why, they didnt have an answer. They cancelled my account (again) and said I should see a refund in 5-7 days. Probably will have to file another fraud complaint, this company is a scam.

  Business Response

  Date: 04/15/2025

  Hi ******,
  
  Thank you for reaching out. I'm so sorry to hear about any inconvenience or frustration related to recent billing. I'm committed to getting this resolved for you.
  
  As confirmed in our email on 4/3/25 we promptly refunded both recent charges, $215 and $12.99, and have cancelled your account. If your preference is to delete your account (remove all personal and payment information from our system), please reach out to our Care Team at any time and we can do so.

  Our mission is to empower individuals with trusted information, affordable access and convenience for their reproductive and sexual health. As such, we are committed to learning from your feedback as we continue to evolve.
  
  If you have any further questions or concerns, please don't hesitate to reach out. If youd prefer a phone call, Id be happy to arrange that for you. Please let us know the best date and time to contact you, and well be sure to give you a call.
  
  Kind regards,
  **** ** ******** ********** *** *************** ********* 

  Customer Answer

  Date: 04/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  They claim they promptly refunded me because my bank took the money back and closed my entire bank account. They also ask me to reach out to their care team to have my account deleted, which I have done, not once, not twice, but three times and here they are confirming that my account has still not been closed. Furthermore, you cant correct something that my bank already corrected. Dont take credit where its not due. Your customer care is atrocious and you should absolutely be listening to the recorded calls 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *******
  
  
  
  
   
  

  Business Response

  Date: 04/15/2025

  Hi ******,
  
  Thank you for this follow up. We truly apologize for any frustration or confusion. Per our records, the transactions from 2023 were successfully returned to you after you opened a dispute with your bank. All transactions made in error in April 2025 were refunded or reversed manually by our Care Team on 4/3/25 when you reached out to us by phone.
  
  I understand you requested to delete your account during a recent phone call with our Care Team. I can confirm we have deleted your account with our service so all personal and payment information will be removed from our system, and you will not receive future shipments or charges. This can take several business days to be finalized by our tech team, but rest assured your account and information will be fully deleted on our end.
  
  Our commitment is to provide prompt and efficient customer service, and we want to acknowledge that this experience has fallen short of our standards. However, we appreciate the opportunity to resolve this concern to the best of our ability.
  
  If youd prefer a phone call with a member of our *********************** Id be happy to arrange that for you. Please let us know the best date and time to contact you, and well be sure to give you a call.
  
  Kind regards,
  ***** *********  **** ** ******** ********** *** **********
  

• Initial Complaint

  Date:03/31/2025

  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.

  They sent me the wrong medication, replacing my pill with a different similar generic one but it is a pill I cant take because it makes me so nauseous.if they would have contacted me before changing it I could have told them that. Even though I offered to send the packs back to try and get the right ones sent with me, their only solution has been that I pay for new ones out of pocket. I pay twentyeight health for a subscription already and now I havent had my pills in weeks because they wont fix their mistake.

  Business Response

  Date: 04/03/2025

  Hi ******, 
  
  Thank you for sharing your experience. This is not the experience we wanted you to have with our service, but we have appreciated the opportunity to further troubleshoot and resolve this concern with you directly.
  
  Our Team is always happy to troubleshoot insurance rejections to the best of our ability, and we were able to do so upon reviewing your request. I'm glad to confirm that our pharmacy team was able to work with your insurance to issue a replacement and a refill of your preferred brand is now on its way to you.
  
  Our mission is to empower individuals with trusted information, affordable access and convenience for their reproductive and sexual health. As such, we are committed to learning from your feedback as we continue to evolve. We're glad to have you here, and if you have any further questions or concerns, please don't hesitate to reach out!
  
  Sincerely,
  

• Initial Complaint

  Date:11/19/2024

  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.

  Ever since Simple Health switched over to Twentyeight Health, I have had prescription issues and billing issues. Twentyeight health sent me the wrong medication and continued to charge me monthly fees that I did not accept or request. I have been emailing Twentyeight Health numerous times to fix my prescription and for refunds. Every time I would email them to fix something, they would charge me the $12.99 monthly fee for a prescription request that I never asked for or authorized. I have also emailed them about multiple refunds and to cancel my account, both of which I never received a reply from. I emailed them AGAIN yesterday and today regarding my refunds that I last requested in AUGUST 2024. No reply. I also texted the number on their website. No reply. I am at a loss of how to receive my refunds when they are not replying. I do not recommend this company to anyone and feel they are scamming people that need medication. This business needs to be reported. Please help.

  Business Response

  Date: 11/20/2024

  Hi ********,
  
  I completely understand your frustration. I am sorry that you did not receive our teams response from your previous communications and for any confusing information regarding our subscription plans. Our commitment is to provide helpful and efficient customer service and we acknowledge that we did not meet that standard in your case. 
  
  Our billing department confirmed that your refunds were processed on 8/12/24 as per your initial request. One of our care specialists responded to your email on 11/18/24 providing you with additional banking information so that you can track your refund with your bank.
  
  Our mission is to empower individuals with trusted information, affordable access and convenience for their reproductive and sexual health. As such, we are committed to learning from this experience to make sure we create a seamless experience for you and all of our customers moving forward.
  
  If you have any additional questions, please do not hesitate to reach out to our customer support team. 
  
  Kind regards,
  ***** ********* 
  **** ** ******** ********** *** **********
  

• Initial Complaint

  Date:11/11/2024

  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 signed up with a company called twenty eight health. After signing up, they said they couldnt send what they offered, birth control pills, to my address. They now have been charging me $12.99 for MONTHS. For absolutely nothing. I have sent countless emails and texts to say they need to stop charging me. And they do not respond. They do not offer a phone line to call. Ive lost over $150 to this company as a bare guesstimate, and they havent provided anything (birth control pills) at all. Yet they still charge me $12.99 a month. Every month.

  Business Response

  Date: 11/13/2024

  Hi *****,
  
  I completely understand your frustration. We take accurate refill requests and billing very seriously. One of our Care Specialists has been in contact with you regarding your request in a separate email. Our billing department confirmed that your refunds were processed on 11/11/24. 
  
  I am sorry that our team did not receive your previous messages. I have escalated this to our engineering team to further investigate. Our commitment is to provide helpful and efficient customer service and we acknowledge that we did not meet that standard in your case. 
  
  Our mission is to empower individuals with trusted information, affordable access and convenience for their reproductive and sexual health. As such, we are committed to learning from this experience to make sure we create a seamless experience for you and all of our customers moving forward.
  
  If you have any additional questions, please do not hesitate to reach out to our customer support team. 
  
  Kind regards,
  ***** *********  **** ** ******** ********** *** **********
  

• Initial Complaint

  Date:08/27/2024

  Type:Delivery 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.

  Received unauthorized charges despite not using or requesting services.

  Business Response

  Date: 08/30/2024

  Hi ******,

  I completely understand your frustration.
  
  I sincerely apologize for any confusion that ************* account transfer may have caused. ************* transferred your full account information to us in accordance with applicable legal requirements and had marked your account as an active customer, which we now understand was incorrect. I have confirmed that your account has been canceled.
  
  Our billing department confirmed that your refunds were processed on 8/27/24 and should be made available to your account within 5-10 business days.
   
  Our mission is to empower individuals with trusted information, affordable access and convenience for their reproductive and sexual health. As such, we are committed to learning from this experience to make sure we create a seamless experience for you and all of our customers moving forward.
  
  If you have any additional questions, please do not hesitate to reach out to our customer support team. 
  
  Kind regards,
  ***** *********  **** ** ******** ********** *** **********

  Customer Answer

  Date: 09/03/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/13/2024

  Type:Delivery 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.

  The last 2 refills of birth control (each for 3 months) have been missed and each time I have to reach out multiple times to get them sent to me. By the time it is sent I am well out of the prescription. For the first refill they charged me a monthly fee, but did not do anything and refused a refund. Birth control regulates hormones. It cannot be consistently on and off.

  Business Response

  Date: 08/14/2024

  Hi *****,
  
  Thank you for sharing your experience with us. We understand the importance of receiving your prescription on time and as expected, so we are very sorry for any inconvenience or frustration that you have experienced so far. One of our Associate Managers has reached out to you separately to provide you with additional information and requested a response from you.
  
  Our mission is to empower individuals with trusted information, affordable access and convenience for their reproductive and sexual health. As such, we are committed to learning from this experience to make sure we create a seamless experience for you and all of our customers moving forward.
  
  If you have any additional questions, please do not hesitate to reach out to our customer support team. 
  
  Kind regards,
  ***** *********  **** ** ******** ********** *** **********
  

• Initial Complaint

  Date:08/01/2024

  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 had been receiving birth control through the online company Simple Health from 2021 to 2023. They sold their company to TwentyEight Health. I received multiple emails requesting I update my subscription/prescription in order to continue receiving my birth control. Each of those emails directed me to a link that did not work. Because I could not update, I stopped receiving my pills in May of 2023. In May of 2024, I was charged $12.99 to my credit card for my subscription. I had never received any notice or any contact whatsoever from TwentyEight Health prior to this charge, nor did I receive or want pills from them at this time. I had to continuously send emails and contact their website until I finally received my money back. I was also told at that time through email that I had been taken off their subscription list and would not be charged again. Today, 8/1/24, I was charged again on my credit card. It appears that this company is hoping people will not notice or care that they are being charged. I am curious how much money they are getting each time they charge former clients who do not notice or cannot contact to be refunded.

  Business Response

  Date: 08/02/2024

  Hi *******,
  
  I completely understand your frustration. We take accurate refill requests and billing very seriously. One of our Associate Managers has been in contact with you regarding your request in a separate email.
  
  Our billing department confirmed that your refund was processed on 5/22/24. However, since the $12.99 charge was filed as a bank chargeback, sometimes the refund can take additional time to process on the banks side.
  
  Our mission is to empower individuals with trusted information, affordable access and convenience for their reproductive and sexual health. As such, we are committed to learning from this experience to make sure we create a seamless experience for you and all of our customers moving forward.
  
  If you have any additional questions, please do not hesitate to reach out to our customer support team. 
  
  Kind regards,
  ***** ********* 
  Head of Customer Experience and Operations
  

• Initial Complaint

  Date:07/19/2024

  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 used this company a LONG time ago. They have since changed names 3 times. I recently noticed a recurring charge to my account that said it was clothing subscription so I inquired with my bank to find who was taking the payments. I had cancelled and closed my account years ago and I just messaged them to figure out how they are charging my card that has SINCE been changed due to other similar issues. They are now blaming it on a technical issue. Which means this company illegally kept my personal information and remade my account (since I could NOT log in with previous log in) and started changing my bank account again without informing me.

  Business Response

  Date: 07/23/2024

  Hi *******,
  
  I completely understand your frustration. One of our Associate Managers has reached out to you in a separate email providing you with more detailed information regarding your account.
  
  I sincerely apologize for any confusion that ************* account transfer *** have caused. ************* transferred your full account information to us and had marked your account as an active customer, which we now understand was incorrect. I have confirmed that your account has been canceled and deleted from our platform per your request.
  
  Our billing department confirmed that your refunds were processed on 7/18/24 and should be made available to your account within 5-10 business days. 
  
  Our mission is to empower individuals with trusted information, affordable access and convenience for their reproductive and sexual health. As such, we are committed to learning from this experience to make sure we create a seamless experience for you and all of our customers moving forward.
  
  If you have any additional questions, please do not hesitate to reach out to our customer support team. 
  
  Kind regards,
  ***** (She/Her) 
  Head of Customer Experience and Operations
  

• Initial Complaint

  Date:06/11/2024

  Type:Sales and Advertising 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.

  They are charging my insurance and not sending out my prescription they are charging for and wont respond or fix the issue.

  Business Response

  Date: 06/12/2024

  Hi *****,

  I completely understand your frustration. We understand the importance of receiving your prescription on time. One of our Associate Managers has reached out to you separately to troubleshoot your missing delivery.
  
  Our mission is to empower individuals with trusted information, affordable access and convenience for their reproductive and sexual health. As such, we are committed to learning from this experience to make sure we create a seamless experience for you and all of our customers moving forward.
  
  If you have any additional questions, please do not hesitate to reach out to our customer support team. 
  
  Kind regards,
  ***** *********  **** ** ******** ********** *** **********