Disappointed with the support before even getting the service I paid for
On the 4th of June, I decided to subscribe to BetterHelp with high hopes that I could get professional help immediately On the 5th of June, I got matched with a therapist. However, I was unable to schedule a session due to the platform error, which I reported immediately to support (Feedback #D6D1258). They said that it is a technical issue that they can't fix yet. So they offered me to manually schedule the therapy session. I sent them my preferred date and time (which was the earliest possible schedule according to the therapist's timetable). And I got no response, no scheduled session, nor the therapy itself the next day. On 7 June (2 days after my last email to them), I got a reply, and they asked me to choose a different date and time. On the same day, I sent them a separate email addressing how disappointed I was with the platform and the support. Imagine paying for a weekly subscription, hoping to get help, but you are left with 5 days remaining without getting the help you paid for. I have also emphasized that the subscription fee of USD 45 per week represents a significant financial commitment for someone living in a country with a much weaker currency. To my surprise, I got a response within less than 5 hours this time. They asked whether I would like to schedule the therapy while they extend my subscription to full 1 week, or cancel and refund my membership. Even in my disappointment, I was giving them a second chance due to my desperate need for professional help. It is now the 10th of June. 4 emails later, I still receive no response, no follow-up, and am still far from the help I needed. I have asked them for a cancellation and refund because I will seek help elsewhere. Perhaps this will get their attention? I don't know, I do feel like BetterHelp does not live up to its name and branding. Not only do I waste my time, but this experience also left me with bigger sadness in me, whether I deserve help or not.