BetterHelp

Hi Michael, We understand and appreciate your concern here. If your son reaches out to us directly from the account linked to a BetterHelp account the owns, we can work to provide membership extensions, or help with other billing concerns as needed. For what it's worth, we have a "Gift Membership" option that would allow you as a payer more autonomy in terms of canceling payments for a loved one. We can provide more information about this upon request - please just respond to any of the email exchanges you've had with us to learn more.

We're very sorry to hear about the experience you've described, AS. Clinical quality is of the utmost importance, and we have a team of internal clinicians who monitor claims like this and regularly work on improvements. That being said, we understand your disappointment here. I'm glad to hear our team has been able to take care of this from a billing/account standpoint. If you'd ever consider trying our service one more time, we have a team of matching specialists who can work with you until we find the perfect match for your needs.

We truly apologize for any confusion or concern! We bill for an ongoing membership to our platform and an entire suite of mental wellness features. Therapists cannot cancel a membership on your behalf, but you can do this for yourself from your "My account" page with just a few clicks at any time. It sounds like our emails were ending up in your SPAM inbox, too. If you've already reaching out to us ([email protected]), our team should respond within 24 hours. Please look to your SPAM for our replies! Otherwise, I've requested the email address linked to your BetterHelp account so that I can have a team member follow-up with you directly.

Hi Katie, We're very happy to hear you found a resource that could meet your needs. BetterHelp is meant for ongoing talk therapy, and is not intended for short-term or urgent mental health treatment. If you had an experience that you felt was clinically inconsiderate or concerning, we can have our Clinical Operations team investigate further. I've requested the email address linked to any BetterHelp account you may have so that we can take proper recourse.

Hi Vickie, It sounds like it may not have been clear that you'd be billed upfront for your first week of service with us, but our team has since helped you cancel, and has refunded your payment. We apologize for any confusion or concern caused by this experience!

Hi Taylor, We bill for access to the membership, but if you were having issues using the service, our Member Success team can help extend your billing cycle to help! If you haven't already, please reach out to us at [email protected] with your concern and we will make sure this is made right for you!

Hi Reg, Apologies for any ambiguity surrounding the membership billing process. We try to make it clear that we offer access to the platform's entire suite of features as part of the payment -- not just sessions. Cancellation of ongoing payments can be done from the "Payments and credits" or "My Account" page, but our Member Success team can also help you out here if you're having issues. I've requested the email address linked to your BetterHelp account so that we can have a team member reach out to you, if you still need help rectifying these billing concerns.