Hi Simon,
We're really sorry to hear about what you went through here! We do not bill for the intake assessment or the therapist match -- only for a membership to the service (which is not required to create the account and to be matched). If our clinical team determines that a higher level of care might be needed than what can be provided through online therapy, any payment you would have made would be refunded.
To ensure this is all stemming from an experience with the BetterHelp platform (and to assist you in any billing or account-related matters if that is indeed the case), I've requested the email address linked to any BetterHelp account you may have. We hope to be able to help you with this soon!
Hi Heather,
We're truly sorry for this experience! We have since resolved the ticketing issue we had been experiencing and have followed up with you directly to process your refund. You should see a response from our team confirming this shortly.
This experience is not common, and we're working hard to ensure it does not repeat.
All the best,
BetterHelp Team
Thank you for sharing this with us, Ambika -- we're so sorry if you were made to feel uncomfortable at any point during your sessions, and if you were not feeling heard.
We have a Clinical Operations team that will investigate these claims further and take action accordingly. We also want to be sure that we do anything else we can to assist you with any other account-related issues you may still have.
I've requested the email address linked to your BetterHelp account so that our team can reach out to you directly.
We understand your dissatisfaction given what you've described and want to be sure we work with you to learn more about this case, and to try and turn your experience around!
I've requested your email address through Trustpilot so we can reach out to you directly to get this sorted. We hope to speak with you soon!
Talkspace
Grow Therapy
Liven
Online Therapy
Online Therapy UK
Headway
Regain
Rula