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:08/19/2022

  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 joined Talkspace and used the services for about 2 months. When I no longer needed the services, I tried to follow the instructions provided on their website to cancel my subscription - but they did not work. I therefore reached out to them via their in-app chat - as they do not have any phone support. I did this about 5 times, and responses were either delayed by several days or non-existent. I finally recieved (what I believed to be) a final resolution on 10-August. They apologized, stated that they cancelled my subscription, and refunded my credit card for the unused month I spent trying to contact them. I also recieved a seperate auto-generated email confirmation that the subscription was cancelled on 10-August. However, on 13-Aug I recieved another email "confirming my purchase." I DID NOT purchase anything or renew any subscription. When I checked the app again it now stated that my subscription was set to cancel on 16-Aug, and my credit card was charged another $326. I tried numerous times, again, to contact Talkspace to figure out what was happening and get a refund for these new charges - but have not received any response. I therefore filed a dispute with my credit card company, and while they can cancel that payment, they cannot prevent future charges; and I expect that Talkspace will continue to charge me for these services I cancelled and do not want or need. I found a telephone number for them that leads only to an automated message, stating that they do not offer phone support. But Talkspace has not responded to any of the last 5 "help tickets" I submitted, and I do not believe they offer any other way of reaching support other than this method. Today, 19-Aug, I recieved a "superbill" statement yet again, listing charges I expect to see appear on my card in the near future. I will co tinue to monitor my card charges and will file a fraudulent charge claim against Talkspace when necessary - but the company needs to fix my account and stop.

  Business Response

  Date: 09/10/2022

  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:08/18/2022

  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 charged for a session when I was changing therapist. I also didnt receive 7 days of messaging service like I was promised. Customer hasnt responded

  Business Response

  Date: 09/10/2022

  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:08/18/2022

  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 have a Talkspace account. I entered in my medical insurance information and Talkspace said I have Unlimited Sessions Messaging or Live Sessions. I booked two appointments and both times, it said Your Savings: $125 and Total due today: $0. I was billed $125 for each session. I have emailed them many times trying to see why I was charged twice when according to them, I have unlimited sessions. They either respond by saying that I do have full coverage and to check with my insurance or they do not respond to my email at all. I did call my insurance and they said I do not have coverage. My complaint is that according to Talkspace, I do have coverage. If I did not, I would not have made those of appointments. Talkspace had led me to believe that I do have coverage and now they are trying to charge me a total of $250. I made both appointments based on erroneous information from Talkspace. As of today, they are saying that I do have full coverage and to check with my insurance. I have emailed them a few more times but they are not responding and I cannot get anyone on the phone because they do not have live customer support.

  Business Response

  Date: 09/09/2022

  
  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:08/18/2022

  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.

  Talkspace has been incredibly difficult to work with. After my initial 5 visits that were EAP sessions, I was granted an additional 5 EAP sessions from my employer. When trying to add this new code to my account to have another five visits added on to my account, it took almost a month, multiple messages, and two separate agents to get the new sessions added. I provided my EAP number and was told the account was updated. I am now receiving bills from Talkspace as the claims were filed incorrectly. I have sent multiple messages to their help desk with no response. I enjoy the therapist I am working with and feel that we are making progress, however the Talkspace platform and lack of customer support make me hesitant to Continue using it.

  Business Response

  Date: 09/09/2022

  
  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

  Customer Answer

  Date: 09/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The "resolution" you see was to start a new room under the correct Authorization.  The visits that were charged still remained my financial responsibility as I was told that your system does not allow for corrected claims to be submitted. As an In Network provider, it is the responsibility of your team to ensure that claims are submitted accurately which these were not.  Due to the error by your employee, the claims were not submitted with the correct authorization and while my patient responsibility was not much, its still an unexpected bill that I was informed when the room was created was done accurately. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Business Response

  Date: 11/28/2022

  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 Service Delivery 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:08/16/2022

  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 TalkSpace again after some time away. They want you to pay upfront before receiving a therapist. So I signed up for the video sessions. $300. After signing up, I expected to do the intake process and start seeing available therapists. That did not happen. Instead, a rude matching agent informed me that they no longer do live matching and I need to contact support. So I have to contact a generic email to receive a therapist? I have contact support twice and reached out to their ******* page. I have received no response. No therapist. Yet, my money was taken. This is very disheartening. This company does not help people. Communication and trust are foundation in establishing a good provider-patient relationship and that has already been breached. There is a Lack of prompt communication and false advertising of therapist matching. I want my money back and I will never use TalkSpace again. I will go with a competitior who actually has an established system. TalkSpace literally just wants your money. NO SERVICE WAS PROVIDED.

  Business Response

  Date: 09/10/2022

  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:08/15/2022

  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 was looking into the talkspace service (for some very minor parenting help/feedback discussions) after searching some reviews. The sign-up process requires a credit card but the agreement clearly states that you will not be charged until you select a provider. I got to the step where a provider is selected and left the app without choosing anyone, signing consent forms or filling out any intake forms (at all). A short time later I received an email informing me that my account had been set to 'anxiety/depression', a provider has been selected, my card charged, and a monthly service set up. I attempted to login and correct the issue or, at the very least, cancel the monthly service, but the site forces me to the provider biography and the consent form signing pages. I can just barely get to the account link - the place where I MUST go to cancel the service - by modifying the **** but the site auto-forces me back to the provider bio page, even when I am able to link on the user account before the page moves. I managed to locate a teck support page and sent them a message about the many problems and my concern with this entire process and I have not heard back from them. There is no customer service phone number. I will challenge the charge with my bank and instruct them to lock this service. It operates like a scam.

  Business Response

  Date: 09/10/2022

  Hi,
  

  Thanks for reaching out to Talkspace Escalation Support.
  

  We have looked into the account and have refunded the $296 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:08/15/2022

  Type:Sales and Advertising 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.

  Ive been using Talkspace since April of this year in hopes to heal my self mentally and emotionally. After about a month of service , due to the trauma and experiences I had I was unable to focus , commit to regular hygiene and Therefore needed to take a break from work . I put in a leave of absence from 7/8/22-10/9/22 to better take care of myself and receive the help needed . My provider was well aware of all the trauma , issues and state of my well being during this entire process. After putting in my notice , I contacted my provider and asked for any details and support for my LOA . She stated that they frequently take request for leaves and provided me with an email for my case manager to send any documentation requests so everything is taken care of . After a few more sessions I noticed my providers treatment style may have been ineffective and I needed additional support . I was referred to the psychiatric program where I could receive the help I needed . Heres where things changed it took over a week for a response about the program and I still never officially received a response . They dont have a customer service number so everything is done via email . Then my case manager contacts me and stats weve attempted several times to reach out for supporting documentation and havent had a response . Its been over a month at this point . Im confused and frustrated . My provider has been ignoring my request and hasnt been honest with my about the process of my leave . I finally sent in an email about my on going experience I received a response by that Monday , stating that they cant approve my leave . And now the therapist avoids answering my questions and messages . I have proof Ive reached out multiple times regarding my leave and any paperwork needed . Its highly frustrating and disgusting how this company works . Taking advantage of mentally ill patients with no regards to their current health. What if I wanted to end it all ?

  Business Response

  Date: 09/10/2022

  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:08/09/2022

  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 have been using Talkspace for a few months. My first matched counselor never responded to me and had minimal available time. The next one, I met with 7-8 times, built a rapport with, and then talkspace fired. They were supposed to be let go as of the end of Aug, which to me means they are available until then. Initially my schedule appts were cancelled, but then I rescheduled them and they were confirmed (meaning their app allowed me to make appts and thr provider confirm them). I just sat through 30 mins of an "appointment" with no provider. I have two more this month which I imagine will go the same way. And one I have yet to schedule. I didn't want another provider; I wanted mine for the remainder of the month. This means I paid for 4 session this billing cycle (~$400) and received zero of them. Not providing medical services paid for is medical fraud in my book. I've had past sessions missed (maybe 1 or at most two a month) which talkspace sometimes provided credits for. Additionally, their customer support response time is somewhere around two weeks if ever on average. While I liked my provider, I could tell he was busy and occasionally came late. It's clear talkspace is worried about throughput to the detriment of provider wellness and actual benefit to the patient. I expect this is screaming into the void, but it's frustrating that Talkspace can take my money for such a **** service. I will take advantage of ever avenue to lodge a complaint against this company...to include any afforded to Veterans as I am one. No way to treat a patient/client. Downright fraud.

  Business Response

  Date: 09/10/2022

  Hi,
  

  Thanks for reaching out to Talkspace Escalation Support.
  

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

  We apologize for the inconvenience. Please let us know if there is anything else that we can help you with.
  

  Sincerely,
  

  Talkspace Escalation Support

  Customer Answer

  Date: 09/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business' model, intentionally or unintentionally, is to send responses via the app messaging that do not answer any question but appear to respond to the customer.  When the customer (me) replies back I never get a response or it takes weeks.  This is documented in the chat box.  There ability to resolve things is low yield, but they tell BBB they "attempted to contact me" because they sent a message once in a while or response weeks later.  Their response time is either due to not having enough employees or intentionally dragging out to the next billing cycle.  I got no response from them in my request before the next billing cycle.  I was not paying an additional ~$400 when I got zero sessions the month prior.  Im more than happy to provide the chat record to BBB.  Just look at time between my responses and theirs and the content of theirs.  They don't offer real help.  I don't like being treated this way as a person or a veteran.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business Response

  Date: 10/26/2022

  Hi,
  

  Thanks for reaching out to Talkspace Escalation Support.
  

  We have looked into the account and have refunded the --- 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:08/09/2022

  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 have been repeatedly overcharged by Talkspace. I signed up for their subscription and have been charged $396 per month for 4 sessions, but the system repeatedly only allowed me to book 2 or 3. Each time I'd email customer service, and it often took a significantly long time to even respond to me. When I did receive a response, they sometimes credited me back the session, sometimes did not. I asked them to stop charging my credit card beginning in May of 2022. They continued to charge me in June and July. I've asked for reimbursement, they have not responded. I have been charged 2.5 months where I was unable to book the sessions I paid for - for a total of $990. I'd like that reimbursed.

  Business Response

  Date: 09/10/2022

  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:08/09/2022

  Type:Product Issues
  Status:

  ResolvedMore 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 have been working with a TalkSpace counselor for two years. The sessions are covered by my insurance. I am given 10 sessions at a time, and I have to go through TalkSpace customer service to add more sessions after I use each package of 10 sessions. I contacted TalkSpace two weeks ago when I had 1 session left. I have received zero responses from them. I have now put in about six tickets, emailed the TalkSpace email address on my insurance website, and emailed their corporate office. I also followed their instructions to get an access code, and I have not received the "Welcome to TalkSpace" email with the access code. One of my tickets was closed without resolution.No one has contacted me, and now I am out of sessions with my counselor. I need someone at TalkSpace to get back to me and fix this issue. I have contacted my insurance carrier, and they said to keep trying to get in touch with TalkSpace, and they said this is "appalling." I agree. Like others, I have made progress with my counselor, but now the uncertainty and lack of response from TalkSpace is causing me great distress. Someone needs to get back to me and add my sessions to which I am entitled to under my insurance.

  Customer Answer

  Date: 08/09/2022

  Better Business Bureau:
  
  I have contacted by the business prior to receiving this notice from the BBB in reference to complaint ID ******** **************** at the business has taken steps to resolve this matter, and I am satisfied with the progress thus far.
  Sincerely,
  
  *********************************