BetterHelp

We're truly sorry for any delays in response from our support team -- we aim to respond to all emails within one business day! We'd like to investigate what may have happened further here, and ensure we follow up with a proper response to resolve you issue quickly. I've requested the email address linked to your account so that we can have a member of our management team look into this further, and follow up with you directly if your issue is still not resolved. Talk soon, BetterHelp Team

Hi Anne, We're sorry for any trouble here. As a platform, we cannot submit or provide medical documentation or facilitate diagnoses, however, the therapists themselves may be able to assist with this. If you're in need of documentation for past use of the service (you no longer have an active memberships), we have a team members who can help facilitate this by reaching out to the therapist directly to make the request. Unfortunately, we cannot mandate that therapists provide the documentation, as this is up to their own professional and clinical discretion as the licensed professionals. That being said, I've requested the email address linked to your BetterHelp account so that we can have a member of our management team look into this case further and try to assist.

Hi Wallium, It sounds like you may have taken issue with charges that were made as part of your membership to BetterHelp. We try to make the billing set-up clear from the onset, before you enter payment information, and via confirmation email after the first payment. In any case, we are happy to look into any ongoing issues you may still have with your billing. I've requested the email address linked to your account so that we can reach out to you directly, if you'd like!

Hi Sandra, We apologize for any additional charges you might be seeing on your card! It appears our Billing team is already in communication with you to collect more information, as we're not seeing any charges tied to the account registered to the email address you are reaching out from. If you provide us the requested information, we can search our payment database to try and locate any accounts that are associated with the charges and can work to ensure the account(s) are closed and the refund(s) are processed. We hope to be able to resolve this for you swiftly!

Hi Merlin, We understand you were dissatisfied with the service you received from the therapists you were working with, and have concerns about possible AI use, as well as live session availability. We take these types of concerns seriously and would like to gather more information from you, and see what we might be able to do to make this right! I've requested the email address linked to your account so that we can reach out to you directly.

Hi Lea, We do apologize if the membership billing arrangement wasn't clear enough when you signed up. We try to make the billing process straightforward, as well as indicate in multiple places that it's an ongoing payment you're agreeing to every 4 weeks, until you cancel. That being said, we can absolutely help turn this experience around for you. I see you reached out to our support team a couple days after leaving this review and we are in the process of assisting you with a refund. If you need additional assistance, please just reply to any of our emails and we can help.

Hi Jessica, We're very sorry to hear about this confusing and frustrating experience! We do offer financial aid that anyone can apply for, but perhaps this was a different promotional discount that you're referring to (which cannot usually be applied to an already active membership). In any case, we want to be sure this is made right for you and the proper discount can be applied so that you can get the support you came to us for! I've requested the email address linked to your BetterHelp account so that we can have a member of our management team follow up with you directly to get this sorted out.

Hi El, We can certainly understand your frustration if you were matched with a therapist who didn't have any first-week live session availability! Our Member Success team can help you to extend your billing cycle to make up for this missed time. We can also help you with a rematch, if desired! I've requested the email address linked to your account so our team can provide a direct follow-up, assuming you are not already working with us to get this resolved.

Hi Janice, We do apologize for any frustration throughout this process. It appears you're reaching out regarding charges for an account that is not yours; we're not able to confirm or deny the existence of an account that belongs to another individual. That said, if we receive an email from an account owner with a refund request, we can absolutely assist with this. If you are the credit card owner for a card attached to another account, we may be able to collect some of the payment information to assist further. I can see our team is still in the process of working with you as best we can to get this resolved, and we apologize again for any ongoing frustration with this process.

Hi Gemma, We're so sorry to hear about this experience -- we can definitely help make this right. I see a team member has responded to you, and the concern has been escalated to our billing team. We'll also be alerting our Clinical Operations team of this concern so they can investigate further and take action as needed. You'll hear from us soon with a resolution, and we appreciate your patience in the meantime.

Hello Mrs. Waddell, While our system does make the initial match, you should be able to choose any subsequent matches whenever you use the "Change Therapist" option! Additionally, we have a team of matching specialists that can help throughout this process, including providing membership billing extensions to help make up for any lost time during the process. I've requested the email address linked to your BetterHelp account in case you're still needing assistance with your billing, and/or would like more information on the matching process!