Complaints
This profile includes complaints for Talkspace's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 280 total complaints in the last 3 years.
- 49 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/08/2025
Type:Service or Repair IssuesStatus: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 a telehealth appointment through TalkSpace on January 7th. I spoke with my insurance company to confirm it would be covered, and was reassured that my co-pay would be $20 and that they were in network and virtual appointments, including telephone appointments were covered. When I submitted my insurance through TalkSpace, it showed that I was covered and that most likely I'd have to pay $0. Then on February 3rd, I was sent an email saying that the claim submitted to my insurance was denied and that I was responsible for the full amount of the service, and my card was immediately charged. Upon speaking with my insurance company, I was told (on three different occasions) that talkspace had provided the wrong modifer (93 instead of 95). I sent a message to talkspace billing to ask them to change this and resubmit to my insurance, and call my insurance for clarity. Instead, I was told that the 93 modified was correct because this was an "audio" appointment. When I called my insurance again about this, they told me no, that was still the incorrect modifier. This is really unacceptable and needs to be resolved immediately and I need to be provided a refund. I have used talkspace many times over the years and have never had this issue before.Business Response
Date: 02/11/2025
Hi,
Thanks for reaching out to Talkspace Escalation Support.
We have reviewed the account and found that the issue is being addressed directly by the Billing team and the client.
We apologize for the inconvenience. Please let us know if there is anything else that we can help you with.Sincerely,
Talkspace Escalation SupportInitial Complaint
Date:02/04/2025
Type:Sales and Advertising IssuesStatus: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 never booked any sessions, I just signed up for an account with **********************. My bank account was debited $125 for a no show session I never booked. I am asking that my bank account be credited back immediately. There was several emails sent stating a session starting at 9a.m but I never saw an email for a confirmation for the session, which tells me this was done in error by Talkspace.Business Response
Date: 02/04/2025
Hi,
Thanks for reaching out to Talkspace Escalation Support.
We have looked into the account and have refunded the $125 charge 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 SupportInitial Complaint
Date:02/03/2025
Type:Customer Service IssuesStatus: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.
am reaching out again regarding my request for my medical summary, which I have made multiple attempts to obtain. This document is essential for my job, and I was supposed to turn it in it by Tuesday, February 4. Despite my repeated effortsand even my therapists direct requestthe records have still not been *********** is unacceptable for anyone to experience such difficulty in accessing their own medical information. Additionally, my experience with customer service has been frustrating, as I have been disconnected during calls rather than receiving the assistance I need.Please escalate this matter immediately and provide a clear update on the status of my request. If I do not receive my medical summary promptly, I may have to explore further actions to ensure compliance with patient rights and timely access to medical records.I expect a response as soon as possible with a resolution.Business Response
Date: 02/07/2025
Hi,
Thanks for reaching out to Talkspace Escalation Support.
We have looked into the account and found that the issue has been addressed and resolved directly by the Talkspace Customer Support team and the client.
We apologize for the inconvenience. Please let us know if there is anything else that we can help you with.
Sincerely,
Talkspace Escalation SupportInitial Complaint
Date:02/03/2025
Type:Order IssuesStatus: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 early January I set up an appointment with a therapist for a visit. The therapist told me that I was erroneously deducted on the date I set the appointment up and to let Talkspace know. Talkspace refuses to credit back the visit. I had 3 EAP visits and they deducted 2 of 3. They insist this was a visit even though I was selecting a therapist and she reached out to introduce herself. This was a total of 5 minutes. I was selecting a date to set up an appointment and that was it. This was set up for post traumatic stress for loss of a child. This is just a terrible company to work with.Business Response
Date: 02/04/2025
Hi,
Thanks for reaching out to Talkspace Escalation Support.
We have reviewed the account and have reached out to the client directly via email through Talkspace Customer Support. The issue has been addressed and resolved through direct communication between the Talkspace Customer Support team and the client.
We apologize for the inconvenience. Please let us know if there is anything else that we can help you with.
Sincerely,
Talkspace Escalation SupportInitial Complaint
Date:02/03/2025
Type:Product IssuesStatus: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.
My experience with Talkspace was disappointing. Despite updating my insurance in the app, a glitch caused me to be charged incorrectly. Customer support corrected the insurance but refused to refund the difference in deductible. Their support team has been unhelpful, repeatedly closing my tickets without resolving the issueBusiness Response
Date: 02/03/2025
Hi,
Thanks for reaching out to Talkspace Escalation Support.
We have looked into the account and have refunded the $30 charge 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 SupportCustomer Answer
Date: 02/14/2025
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 and the matter has been resolved.
Sincerely,
***** ********
Initial Complaint
Date:01/31/2025
Type:Product IssuesStatus: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 Talkspace since November 2024 for individual counseling. The administratvie documentation is handled online and by client representatives. There is no phone number to call and Talkspace representatives will not call you. As of January 1, 2025, Talkspace sent me an email stating that my insurance no longer covered their services. It is the same insurance that they billed in 2024. I contacted my insurance. My insurance does cover Talkspace. I contacted Talkspace by email. They instructed me to go on their website and fill in the information AGAIN. I have done this several times. I always get a message that something went wrong. Today I tried to upload the information again, including a photo of my insurance card,this time I got a messaged statingmy email address is incorrect. It is the same email that I used in 2024. I typed it in 5 times to ensurcorrect spelling. Each time I have contacted Talkspace support, I get the same answer, go to the website. I continue to tell them that the inadequate website does not take my information. Although I sent the information including a photo of my insurance card by email to the talkspace support department, they will not accept the information and refuse to call or help me input the information. This is very dangerous and unprofessional. Talkspace should know that if people need mental health services, it is vital to help them receive the needed services. Talkspace will not provide the bare minimum support to help its clients. I feel that Talkspace as a organization that provides mental health services should be required to ensure that there are several means for patients' insurance information to be gathered . I feel their company leaves people vunerable to mental health crisis.Business Response
Date: 02/04/2025
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 SupportCustomer Answer
Date: 02/05/2025
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:[Your Answer Here]
They did exactly what they did which caused the complaint. They again suggested that I go to their website - the same one which would not take my information although I entered it more than 5 times. This does not solve the problem.
No one at that company will call, talk with me, or help input the insurance information. It is the worst experience that I have ever had with a company. I would not recommend them to anyone. It is sad that their organization structure for receiving and inputting insurance information is so bad. The actual social worker that I was talking to was very good. She was very helpful. I am so disappointed that I can no longer talk to her.
******* *******
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******* *******
Business Response
Date: 02/07/2025
Hi,
Thanks for reaching out to Talkspace Escalation Support.
We have reviewed the account and have reached out to the client directly via email through Talkspace Customer Support and are awaiting the proof of eligibility letter from the client's insurer. Once received, our team will review the documentation and follow up with more information.We apologize for the inconvenience. Please let us know if there is anything else that we can help you with.
Sincerely,
Talkspace Escalation SupportCustomer Answer
Date: 02/11/2025
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:[Your Answer Here] This is the first time they have asked for a verification letter from my insurance. I have never had to do their job for them. I simply gave them my insurance information (which I tried to do several times) but due to their inadequate website and their refusal for a person to help me by inputing the information or talking with me, the problem was not resolved. As I told them in my last response, I am not going to try to use their services anymore. It has been too stressful and I feel I received very little help. Also, one agent told me not to send them the same email requesting help with this problem. I responded that if they had helped with the problem the 1st, 2nd or 3rd time I requested help, I would not have to keep sending the email. Another one said that I did not send the verification letter as requested - it was not requested until after I contacted the BBB. Before, I was told to go to the website and enter my insurance information. Which I tried to do more than 5 times. This experience has been too stressful and too drawn out. I am seeking therapy from another agency. I just got fed up and do not understand why a company that makes lots and lots of money does not offer telephone problem solving with its clients - nor can a client ever talk with a real person. That is a lousy and very inconsiderate business practice. So I will no longer seek their services. It is a shame, because the social worker that I had worked with was a very good counselor. I wish I could have continued my therapy with her.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******* *******
Initial Complaint
Date:01/28/2025
Type:Product IssuesStatus: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.
On ******* 3 I signed up for services at **************************. I was assigned a therapist and a choice of three times to schedule an appointment. I selected one of the three. The therapist emailed me back and told me that she doesn't even work during the times talkspace offered me, but said I could have an appointment the next morning--which was a Sunday. On Sunday morning my family and I attend church, so I could not take advantage of her offer. No other times were offered to me. After two weeks of silence, I sent an email both to talkspace and to the therapist objecting to talkspace charging me $487 for ******* services when I had not had any ******* services. I began to suspect this website is a scam. I never heard back from talkspace, and the therapist did send me a message. I clicked on the message hoping that I would be told I would not be charged for services until I'd actually received services from talkspace. No such luck. Instead I was sent to a scheduling page. I don't see any sense in scheduling appointments with a therapist who doesn't even work during the times listed to schedule with her. Today I tried to contact talkspace again, but I'm not allowed to submit a question through their website without a user identification code, and I don't think I was given one, so I can't take this directly to them. I am 73 years old, and I realize there are many so-called businesses operating on the internet that specialize in scamming the elderly and vulnerable people, and I fear that's just what happened to me. If talkspace is a legitimate business, why are they charging me for services I never received. And when I enrolled, I was told by them that they accept my insurance--but they are apparently just charging me directly. I definitely want the money they've taken back, and I want to cancel my contract with them unless they can convince me they are a legitimate business.Business Response
Date: 01/29/2025
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 SupportInitial Complaint
Date:01/13/2025
Type:Billing IssuesStatus: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.
Attempted to use this service once in August 2023, found it to be ineffective and immediately requested Talkspace close the account in August 2023. On 9/1/2023 Talkspace sent a notice confirming account closure was processed, the account was closed. At that time it was assumed the account had been closed as requested by me and confirmed by Talkspace. On December 2024 I received an email from Talkspace stating "my provider is leaving talkspace". This was a surprise because I hadn't used this service in over a year and was told the account was already closed over a year ago.I've made several attempts to contact talkspace via their support ticket system to get this issue resolved and close the account for good that was supposedly already closed in 2023. It's become clear that "talkspace support" is useless, not monitored or seriously tracked by the talkspace business. All support tickets I've submitted to talkspace have been closed either immediately, or after a short delay with no action whatsoever taken by talkspace to address the issues raised in the support ticket.Business Response
Date: 01/16/2025
Hi,
Thanks for reaching out to Talkspace Escalation Support.
We have looked into the account and found that the issue has been addressed and resolved directly by the Talkspace Customer Support team and the client.
We apologize for the inconvenience. Please let us know if there is anything else that we can help you with.
Sincerely,
Talkspace Escalation SupportCustomer Answer
Date: 01/16/2025
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:It appears this closure and data removal was finally processed. However it took over a year and engaging the BBB to finally make it happen. The public should be made aware of these abusive practices by talkspace. Their failure, inability and refusal to process simple account closures should be investigated. These failures by talkspace make it extremely difficult and time consuming for the consumer to complete a simple task. What they state is "Per Policy" for account removal is for customers to email them a copy or photo of their driver's license and they simply refuse to assist until it's emailed to them.
Since I was already told the account was closed, and provided details directly from my account including the email sent directly to my talkspace registered email address, and also included support ticket numbers Ive opened directly from my account portal, there was no disputing my identity or intent. The additional "Per Policy" request of sending my personal drivers license via email is absurd and completely unnecessary. It's ironic that talkspace would request a photo ID in order to remove my information form their systems, when no photo ID was required to start using the service in the first place. Talkspace had no photo of me, and no ability to verify if a photo identification even resembled my likeness. In addition, it makes little sense to force users to send talkspace MORE of their personal information in the form of photo IDs via unsecured email, when their intent is to permanently REMOVE personal information from their systems (including completely unnecessary images of personal photo IDs).
Forcing customers to send ********************** copies of personal drivers license via unsecured email to simply close an account is extreme, unnecessary, and frankly the policy is absurd. Forcing customers to do this to simply close an account is also likely to be unlawful. A drivers license or photo ID wasnt required for opening a talkspace account or to use the service in the first place, it has nothing to do with this request, and should not have been required to close and remove my information.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******* ****
Business Response
Date: 01/27/2025
Hi,
Thank you for contacting Talkspace Escalation Support.
Weve reviewed your account, and weve confirmed that the issue has been addressed. We understand your concerns regarding the account closure and data deletion process. While accounts can be canceled immediately by the client, requests to delete personal data require an additional step.
To ensure the security of your account and the accuracy of your request, we require clients to submit a signed copy of the request form. This step verifies your identity, specifies the details of your request, and provides authorization for us to perform the deletion. This process is designed to protect your personal information and comply with privacy regulations.
Your feedback is important to us, and we are actively reviewing our policies to improve the balance between security and user convenience.
Please let us know if there is anything else that we can help you with.
Sincerely,
Talkspace Escalation SupportInitial Complaint
Date:06/24/2024
Type:Service or Repair IssuesStatus: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.
Upon learning that Talkspace is now covered by New **************** I have made numerous attempts to sign up for services. However, I continue to receive an automated response that my plan is not covered. Talkspace does not provide any way to contact support or resolve this issue unless one is already a member. It has been widely publicized that Talkspace is now covered by New **************** and it appears that for whatever reason Talkspace refuses to honor this coverage. It is not possible to resolve this issue without the ability to contact Talkspace or receive any response. I view this as an unfair and misleading business practice.Business Response
Date: 06/25/2024
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 SupportCustomer Answer
Date: 06/26/2024
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:I was contacted by your support/help desk, and did not receive the assistance that was requested. I was simply advised to try registering once again with my ******** ID number which is correct and accurate however, I continue to receive a message stating ******** not covered. I have already confirmed that New Mexico ******** is covered by Talkspace but your system for whatever reason fails to recognize this. Having your help desk continue to tell me to do the same thing repeatedly that apparently is not working, is not helpful as I am still unable to register for services that I clearly qualify for.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Business Response
Date: 07/30/2024
Hi,
Thanks for reaching out to Talkspace Escalation Support.
We have reviewed the account and contacted the client directly via email through the Talkspace Eligibility Support team. We are now awaiting the clients response to provide the additional information needed to confirm eligibility.
We apologize for the inconvenience. Please let us know if there is anything else that we can help you with.
Sincerely,
Talkspace Escalation SupportInitial Complaint
Date:12/26/2023
Type:Service or Repair IssuesStatus: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 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
Date: 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
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