ComplaintsforTalkspace

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an automatic renewal with Talkspace that Ive attempted to stop since March of 2023. I have not had one therapy session since that time period and my cc has been billed every quarter since. Last quarter Q3 ************************************************************************************************************ December 2023. No sessions, no contact with therapist, only reoccurring charges to my cc. Need help.

  Business response

  12/27/2023

  Hi,
  

  Thanks for reaching out to Talkspace Escalation Support.
  

  We have looked into the account and reached out directly via email by the Talkspace Customer Support team to the client. We look forward to getting this resolved. 
  

  We apologize for the inconvenience. Please let us know if there is anything else that we can help you with.
  

  Sincerely,
  Talkspace Escalation Support

• Initial Complaint

  08/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We are due a refund of our July payment to Talkspace because the Talkspace platform billed ** in July for four therapy sessions and then prevented us from making any appointments with our therapist. They claimed that because we had to stretch our June payments appointments into July, we cant book appointments but we still had to pay for them. We tried to resolve this with Talkspace and they offered us two out of the four appointments we paid for, but we are not ok with getting 50% of what we paid for. We emailed back and forth with them about how we shouldnt be paying for services they are not able to provide us but they will not refund us for the services we didnt get four therapy appointments at the cost of $436.00. We did not receive any therapy appointments from this payment.The date of our payment was July 15, 2023.We paid $436 for four therapy sessions.The dispute is that we were able to book zero of the 4 sessions we paid for. Talkspace will not resolve this issue for us. They seem to say too bad, you still have to pay for no sessions, if their platform makes it so that you have to push sessions made with one months payment into the next month because their therapist is not available. There is nothing on their website that says you may have to pay for sessions that are not available to you. This is a terrible business practice and very upsetting to deal with.

  Business response

  08/24/2023

  Hi,

  Thanks for reaching out to Talkspace Escalation Support.

  We have looked into the account and reached out directly via email by the Talkspace Customer Support team to the client. We look forward to getting this resolved. 

  We apologize for the inconvenience. Please let us know if there is anything else that we can help you with.

  Sincerely,
  Talkspace Escalation Support
  

  
  

• Initial Complaint

  08/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid for a monthly service the received 4 phone conversation and access to message a counselor at any time. I had the service for 3 weeks and has only received 2 messages from a counselor. Had to change counselors multiple times due to being non responsive. Also, contacted customer support multiple times and they were also non-responsive and when they did respond it was not to answer the issue I was having. Asked for a refund multiple times or a responsive counselor and neither has happened.

  Business response

  08/24/2023

  Hi,

  Thanks for reaching out to Talkspace Escalation Support.

  We have looked into the account and reached out directly via email by the Talkspace Customer Support team to the client. We look forward to getting this resolved. 

  We apologize for the inconvenience. Please let us know if there is anything else that we can help you with.

  Sincerely,
  Talkspace Escalation Support
  

  
  

• Initial Complaint

  08/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I'm writing regarding deceitful business practices used by TalkSpace. The platform was advertised through my insurance, at a time when I was looking for free or low cost therapy. All throughout the signup process, it was very clear that $0 would be owed for the sessions after my insurance UNLESS I cancelled or missed a session. I had two very lackluster sessions with a kind but ineffective therapist, but that's a separate issue; my complaint lies with TalkSpace and how the unethical billing was handled.About two weeks after my session, I am notified of a charge to my account of $125, followed by a second. I got in touch with TalkSpace via email and was told that I agreed to these charges, which is simply not true.I'm requesting a refund for the $250 in charges that ensued after I booked sessions advertised as $0.

  Business response

  08/24/2023

  Hi,

  Thanks for reaching out to Talkspace Escalation Support.

  We have looked into the account and reached out directly via email by the Talkspace Customer Support team to the client. We look forward to getting this resolved. 

  We apologize for the inconvenience. Please let us know if there is anything else that we can help you with.

  Sincerely,
  Talkspace Escalation Support
  
  

  
  

• Initial Complaint

  08/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  TalkSpace charged me $276 on 07/06/2023 for a service promised of one month (one billing cycle) of 4 therapy visits and therapist messaging with an assigned, responsible therapist who would show up to each appointment on-time and provide proper mental health services to me. The assigned therapist - ********************* - canceled his first appointment with me with less than 10 minutes notice with no explanation. He then showed up to a rescheduled appointment for an intake, and told me to schedule 3 more appointments with him for times he was available, which I did, and he confirmed his attendance for. However, he canceled what would have been the 2nd appointment, three times, with less than 24 hours notice. Finally, after those 3 cancellations by *****, once we were to finally have our 2nd appointment, he failed to show up for the appointment, as you can see from my screenshots of the meeting room where, throughout 20 minutes of me being on the call, he was not present. TalkSpace and *****, then, have failed to deliver me the promised services of 4 therapy appointments where the therapist would be responsible, come to meetings on-time, and deliver proper mental health services. Moreover, ***** has lied to me and gaslit me in messaging on the TalkSpace platform, claiming that he never said that he would stop what he called his "antics" in canceling scheduled appointments, and that I would be in "good hands" with him - he's denying he said this (when he did in our first and only appointment) and even placing blame on me when I showed up to our appointments on-time and rescheduled with him after he canceled 3 times last-minute. I am sick and in need of mental health care, which TalkSpace committed to providing me via assigning ***** as my therapist, and he + TalkSpace completely failed to deliver this service, and caused my further psychological harm and frustration. I demand the $276 back that I was charged to my credit card on file with TalkSpace on 07/06/2023.

  Business response

  08/04/2023

  Hi,

  Thanks for reaching out to Talkspace Escalation Support.

  We have looked into the account and reached out directly via email by the Talkspace Customer Support team to the client. We look forward to getting this resolved. 

  We apologize for the inconvenience. Please let us know if there is anything else that we can help you with.

  Sincerely,
  Talkspace Escalation Support
  

  
  

  Customer response

  08/09/2023

  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:

  While TalkSpace has refuned me for the amount that I requested ($276 for the first month of services), they have not, in their communications with me, proven that they have investigated the unprofessional behavior of their employee therapist, *********************, with respect to his negligence and gaslighting of me as a patient. ***** has wasted my time and because I can only see one therapist at a time, he set me back weeks in treatment due to his nonstop cancellation of appointments last minute (3 times), and failing to show up for our 2nd appointment when he confirmed his attendance and did not cancel. I expect proof of adequate discipline for ********************* by TalkSpace and I need to see that proof in order for this to be resolved.

   

   

   

   

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

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

• Initial Complaint

  07/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I logged in one day to check my messages and to my surprise my provider had been changed with no prior warning or getting consent from me. I had been seeing my provider for several months now and would like to continuing seeing them. I started a help ticket almost a week ago now and I was scheduled to have a session with my actual provider for tomorrow and have not heard back from talkspace yet. I just want to go back to my original and preferred provider and an explanation as to why this has happened.

  Business response

  08/04/2023

  Hi,

  Thanks for reaching out to Talkspace Escalation Support.

  We have looked into the account and reached out directly via email by the Talkspace Customer Support team to the client. We look forward to getting this resolved. 

  We apologize for the inconvenience. Please let us know if there is anything else that we can help you with.

  Sincerely,
  Talkspace Escalation Support

• Initial Complaint

  07/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I cant cancel my subscription bc they dont have a phone #, their email is invalid & the site wont allow me to login or change my email/password

  Business response

  07/17/2023

  Hi,

  Thanks for reaching out to Talkspace Escalation Support.

  We have looked into the account and it looks like our support team was able to get this handled. I see that you were able to get your subscription canceled and refunded the $299 charges back onto the account. Please allow 3-5 business days for processing.

  Please let us know if we can assist in any other way.

  Sincerely,
  Talkspace Escalation Support

  Customer response

  07/20/2023

  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

  07/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Talkspace advertised that they provide therapy and bill insurance. The price of their sessions ranged from $0 - $125. I signed up for Talkspace therapy after being advised, by talkspace, that they accept my insurance and that my copay would be $10 per session. I had 2 sessions with a therapist who was licensed in my state and was, according to Talkspace, a provider under my insurance. I received my EOB from my insurance and saw that I was responsible for the full $125 for my first session and $82 for the second. I called my insurance and they said that this is a COMMON PROBLEM they are seeing with Talkspace and that, while they technically accept my insurance, because the provider I spoke with was not PHYSICALLY in my area on the date of service, it was considered out of network and was not covered like normal mental health services/providers. The insurance company agreed that there is no way for me to know, during a VIRTUAL APPOINTMENT, whether a provider is local to me and that this was deceitful on TalkSpaces part. Unfortunately, there was nothing they could do and advised me to talk to Talkspace.I reached out to talkspace to get this rectified. It should be noted that They have NO PHONE NUMBER to call. You can only email with them. In my email, I told customer service that I had been told my insurance would cover my services and I shouldnt have been charged since there was no way to know my provider wasnt local. The response I received said I needed to call my insurance and that Talkspace did nothing wrong. I tried explaining AGAIN that this was a talkspace issue and received the same response. I asked that my issue be escalated and I received the same response I had received before. Talkspace had no way for patients to talk with a human and their responses seem completely auto-generated. Talkspace is purposely deceiving their patients and stealing money with no recourse for patients. I want my Money back since I couldnt get the care I needed.

  Business response

  07/12/2023

  Hi,

  Thanks for reaching out to Talkspace Escalation Support.

  We have looked into the account and reached out directly via email by the Talkspace Customer Support team to the client. We look forward to getting this resolved. 

  We apologize for the inconvenience. Please let us know if there is anything else that we can help you with.

  Sincerely,
  Talkspace Escalation Support

  Customer response

  07/17/2023

  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:

  Talkspace's "response" was just a regurgiation of the same responses they gave me before reaching out the BBB. They accepted no responsibility for their negligent conduct and fraudulent misrepresentations. I did respond to their email outlining the issues with their email, but they, again, told me this was my insurance company's fault and that I need to take this up with them (which seems to be their response to everything...nothing is their fault). 

   

   

   

   

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

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

  Customer response

  08/04/2023

  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:

  The business did not offer anything to resolve the matter. They simply stated that I had contested the charges with my bank and therefore needed 3-4 months for that to "resolve". I have advised them that as a result of Talkspace's response to the bank, the contested charges were deemed "valid". I'm not sure why talkspace is now claiming they need to wait MONTHS to address their negligence. 

   

   

   

   

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

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

  Business response

  08/25/2023

  Hi,

  Thanks for reaching out to Talkspace Escalation Support.

  After further review into the account and have refunded the $125 and $82 charges back onto the account. Please allow 3-5 business days for processing.
  Please let us know if we can assist in any other way.

  Sincerely,
  Talkspace Escalation Support

• Initial Complaint

  05/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In February, I used my insurance provider's website for mental health services and was directed to Talkspace. When signing up for the service, I was told that sessions were to be covered by my insurance and that all sessions would be free of cost. After waiting a month to be connected with a provider that met my preferences (gender, specialties, etc.), I was met with unsatisfactory service. I had two separate sessions on March 17 and March 24, 2023. The provider directed me to external out-of-network services for tests and diagnoses that I expected her to give me, and neither of my two sessions was completed in full, with both ending well before the scheduled end time. After these sessions, I was surprised with a full charge for both of my sessions (charged in 3 separate transactions on my credit card: $111.16, $108.84, and $101.00), which I was led to believe would be free. I additionally noticed that Talkspace had double-charged me for one of these transactions, taking an additional $111.16 from my HRA account. After speaking with my insurance provider, they offered me an EAP code they informed me could be utilized retroactively with Talkspace for the needed services so that I might receive a refund for the sessions. Talkspace refused to apply this code and refund me the money and outright refused to use this insurance discount on the services I needed. In trying to settle issues regarding payment, insurance, and provider problems, the Talkspace customer service team has ignored and avoided my questions and requests for a refund. On more than one occasion, they closed out my help tickets before receiving a resolution, falsely claiming that the issues were resolved. The customer service team also refuses to respond to my email inquiries on status updates for my refund request. Despite multiple efforts to contact customer support, I have not received any communication from Talkspace in nearly three weeks. I am seeking a refund for all costs, totaling $432.16.

  Business response

  06/02/2023

  Hi,

  Thanks for reaching out to Talkspace Escalation Support.

  We have looked into the account and reached out directly via email by the Talkspace Customer Support team to the client. We look forward to getting this resolved. 

  We apologize for the inconvenience. Please let us know if there is anything else that we can help you with.

  Sincerely,
  Talkspace Escalation Support
  

  
  

  Customer response

  06/27/2023

  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

  05/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to express my deep dissatisfaction with the services provided by Talkspace. My experience has been marred by recurring issues that have significantly impacted my overall impression and left me feeling unsupported and frustrated.The primary concern I have encountered is therapists consistently failing to show up for scheduled appointments. This lack of reliability undermines the very essence of seeking therapy through a platform like Talkspace. The repeated instances of therapists not appearing without explanation or attempts at rescheduling have left me feeling abandoned and invalidated. Reliability and consistency are vital aspects of any therapeutic relationship, and the consistent no-shows have severely eroded my trust in the Talkspace platform.Additionally, my attempts to seek assistance and resolution through customer support have been met with unresponsiveness and a lack of willingness to help. The delayed and generic responses received have failed to address my concerns or provide adequate solutions. In a field as sensitive as mental health, effective and empathetic customer support is essential. Unfortunately, Talkspace's customer support has left me feeling ignored and invalidated, adding to my frustration and dissatisfaction.I am reaching out to the BBB in the hope of finding a prompt intervention and a fair resolution. It is crucial for Talkspace to address these concerns effectively and take appropriate action to rectify the situation. I seek accountability, improved services, and the restoration of trust in the Talkspace platform.I kindly request the BBB's assistance in facilitating a timely and satisfactory resolution to these issues. I believe that by addressing these challenges, Talkspace can improve its services and ensure a better experience for its users. Thank you for your attention and support in this matter.

  Business response

  05/24/2023

  Hi,

  Thanks for reaching out to Talkspace Escalation Support.

  We have looked into the account and have refunded the $220 charges back onto the account. Please allow 3-5 business days for processing.

  Please let ** know if we can assist in any other way.

  Sincerely,
  Talkspace Escalation Support

*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. ↩