Complaints

This profile includes complaints for Talkspace's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Talkspace

  2578 Broadway # 607 New York, NY 10025-5642

  
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  Talkspace

  254 W 54th St Fl 13 New York, NY 10019-5516

  

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:05/05/2022

  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.

  Approaching the ***************** **** business I was hopeful to receive online therapy, that would use my insurance to pay for the therapy. I did not think this would be an out of pocket expense. My insurance was never applied, or I never even received a phone call/message letting me know if my insurance would be eligible. Regardless and I was charged for 4 therapy sessions out of pocket all at once totaling 476. Unable to ever schedule an appropriate time with the therapist I never used the sessions, and within 30 days I was charged again for $476 while being completely unaware that this would be a reoccurring charge! I have filed a ticket complaint and cannot get in touch with anyone who supposedly works for Talkspace to receive a full refund and stop charges or even simply get a reply. I never used the service at all or received ANY of the therapy sessions out of the 8 I have been charged for. If anything I would expect to be charged PER session after each sessIon, if insurance could not be applied. I cannot get in touch with an employee from this company and neither can my bank customer service representatives at *********** I want a refund but think I am out $952 total. They do not have phone customer service when you call the number, and no one from their message center will message me back. Im at a loss at what to do or where to turn.

  Business Response

  Date: 06/01/2022

  Hi,
  

  Thanks for reaching out to Talkspace Escalation Support.
  

  We have made several good faith attempts to contact this member at *************************** since the initial BBB complaint was received and we have yet to receive a response from them.
  

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

  Sincerely,
  

  Talkspace Escalation Support

• Initial Complaint

  Date:05/03/2022

  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.

  This app is worse than a scam. I paid $1,068.00 for 4 live video sessions/ month for 3 months, and only received 1. I have had multiple therapist matches who have no availability. Or will agree to an appointment and then cancel them. I have spent more time talking to customer service than a therapist. Currently I am matched with a matching agent for the second time. The sessions expire. Even if their therapists arent available for sessions!! The one session I was able to have was below the quality of care I was looking for, but the total lack of care in matching and making sure I receive the care I paid for is offensive and dangerous. I highly recommend whoever receives this case to look at the 1 star reviews on the Apple App Store. I am far from the only person with this experience. I also plan to report them to SAMHSA. I am seeking care for a serious mental health issue and this app has caused me more pain and suffering than when I signed up. I am seeking to recover at least $1000 from the $1068 I paid talkspace, and to have them either make serious changes to their business model or shut down. I also want them to refund other people they have hurt. It is hurting so many people.

  Business Response

  Date: 06/13/2022

  Hi,
  

  Thanks for reaching out to Talkspace Escalation Support.
  

  We have attempted several good faith attempts to contact this member at (**********************) and we have yet to receive a response from them.
  

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

  Sincerely,
  

  Talkspace Escalation Support

• Initial Complaint

  Date:05/03/2022

  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.

  I signed up for your service for couples therapy with my partner. We had one intro session, he had a session and we had another session together. **********, our therapist, cancelled on April 11th and April 24th. It wasn't possible to reschedule through Talkspace and the therapist was having difficulty in rescheduling so I emailed customer service on the 24th. They then emailed me. I responded to the email and they didn't reply. I also responded to my concern/complaint within the service. After rescheduling the April 24th appt, ********** then cancelled the May 2nd appointment. I tried to get a refund for my second month's service as we had yet to complete the first month's service as the provider cancelled. I do not want a second month's service and I want a partial refund for the first month as we only had two sessions and the therapist wasn't responsive to texts either. I joined Talkspace because it was advertised as a convenient and vetted service. Clearly, it is not convenient as I rearrange my schedule to have things cancelled last minute and I feel it offers subpar service as the overseeing entity does not respond to complaints or concerns.

  Business Response

  Date: 05/16/2022

  
  Hi,
  

  Thanks for reaching out to Talkspace Escalation Support.
  

  We have looked into the account and have refunded the $792 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

  Date:05/03/2022

  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 to receive therapy services through TalkSpace March 16th, and was matched with a provider that I loved March 22. Upon signing up for the service, it was confirmed that TalkSpace accepts my insurance. After my second session, I was notified that my insurance does not cover my therapy services, and was unexpectedly charged out of pocket. I spoke with my insurance company and determined that they will in fact cover my serves 100%, but that Talkspace submitted the billing incorrectly. They need to first **** my primary insurance, which will deny it because they do not have a contract with TalkSpace, and then it will automatically be accepted by my secondary insurance, which TalkSpace does have a contract with. I resolved all of the insurance issue on my end and have instructed TalkSpace on what they need to do to **** me correctly. Instead, I have received only canned/scripted responses via text and email, aside from one actual response in which they said they are "not set up to do that. We apologize for the inconvenience." It is not "inconvenient," it is illegal not to accept my insurance when you have a contract with them. You cannot just decide not to take my insurance and instead charge me because you are "not set up" to **** insurance correctly. I have now been charged out of pocket for every single time I saw my therapist. I have been trying to get in touch with someone at Talkspace and resolve this since April 10th. I have yet to receive a helpful response, and they stopped responding altogether on April 23rd. I expect a refund for out of pocket expenses that were illegally charged and for my insurance to be correctly billed for services received so far. I would actually like to continue with my therapist but refuse to allow them to continue illegal billing practices against me.

  Business Response

  Date: 06/08/2022

  Hi,
  

  Thanks for reaching out to Talkspace Escalation Support.
  

  We have done several good faith attempts to contact this member at ********************* to obtain information needed for their superbill request and we have yet to receive a response from them.

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

  Sincerely,
  

  Talkspace Escalation Support

  Customer Answer

  Date: 06/08/2022

  Better Business Bureau:I have reviewed the response made by the business in reference to complaint D#******** and have determined that my complaint has NOT been resolved because:The company failed to address the issue which is their billing practices in which they are refusing to **** my insurance, with whom they are contracted and instead charging me out of pocket. My complaint against the company had nothing to do with a "superbill."Sincerely,******************************* **** 
  
  
  
   
  

  Business Response

  Date: 06/21/2022

  Hi,
  

  Thanks for reaching out to Talkspace Escalation Support.
  

  We have looked into the account 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 Support

• Initial Complaint

  Date:05/03/2022

  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've had multiple issues with their customer service before. They do not have telephone support, so you have to rely on sporadic and very slow response times via their ticketing platform. TalkSpace lacks fee transparency around their messaging offering. The charge for their messaging feature is based on "1 week of messaging." However, I had to go through months of back and forth with customer service to get an actual definition of how "1 week of messaging" is calculated. I finally got a straight answer that any message within a 1-week time frame is how they measure it, but they avoid answering that question clearly in order to hide it. What that means is that if you send 1 word within a week, you will be charged for the equivalent of a live session. While that in and of itself is a questionable business practice, they also designed their UI to force you into messaging to trigger a fee. When having previous issues, they created 2 "rooms" (a room is where you engage in services) for me under different payment structures. I was only using 1, so due to inactivity, the 2nd room was automatically deactivated. Now that the sessions expired in the 1st room, I need to schedule a session in the 2nd room. The only way to reactivate the room is by sending a message, which will charge you for a full week of messaging equivalent to 1 session. I contacted customer service to ask them to reactivate the room, which they clearly have the ability to do. As usual, they provided a vague answer to skirt the issue, and told me I need to send a message to activate the room. I explained again that I refuse to pay a week for a messaging service I am not using just to be able to schedule a session. The result would be paying for 2 sessions while only receiving 1. They will not reply after several additional messages from me. I need weekly therapy right now, and I am unable to access it due to their incompetence, negligence, and unethical business practices.

  Business Response

  Date: 05/27/2022

  Hi,
  

  Thanks for reaching out to Talkspace Escalation Support.
  

  We have looked into the account 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 Support

• Initial Complaint

  Date:05/02/2022

  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 was matched with a counselor had one session and counselor had to take a leave due to family issues. They could not match me with another that was specialized in the area i needed help in or i was seeking. So i have a $222 dollar balance that they are continuously avoiding to refund. I have sent numerous messages through support and no replys. I need that money to put elsewhere to seek help and they avoid me. There should be a refund when services aren't rendered but they are clearly just trying to keep my money. Clearly not a way to do business. Sad to say i lose out on a lot of money that i need to get help. Poor customer service.

  Business Response

  Date: 05/12/2022

  Hi,

  
  Thanks for reaching out to Talkspace Escalation Support.

  
  We have looked into the account 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 Support

• Initial Complaint

  Date:05/02/2022

  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.

  On April 5 of 2022 I completed the online forms to request a specific type of counseling and to ask if the company was even able to legally provide the family counseling I was requesting because the two family members live in two different states. Despite their recently saying they cannot provide that service, as shown in my documents, they appear to be attempting to keep my money for the first month of counseling. They encouraged signup on their website, saying we would not be charged until a match was made, and that we could provide input to specify what we were looking for, and also stated they would provide a consultant to help us get our questions answered, and also stated that they would provide a list of qualified therapists based on our preferences. They did none of these things, except charge my card instantly for a match made instantly by the computer system, which gave no time for anyone to read my questions and input and determine whether they could meet my needs. They also did not provide the consultant, nor did they provide a list of therapists from which I could choose. They instead instantly threw out a match without reading my input and grabbed my money by charging my Discover Card. They therefore had false and misleading advertising on their website, which I show in screen shots, and they are now claiming they can't refund my money until the Discover card dispute is resolved, and only "if it is resolved in your favor." Discover card employees have told me that nothing stops them, so far as they are concerned, from going ahead and issuing my refund.

  Business Response

  Date: 05/24/2022

  Hi,
  

  Thanks for reaching out to Talkspace Escalation Support.
  

  We have looked into the account 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 Support