Complaints

This profile includes complaints for Talkspace's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Talkspace has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Talkspace

  2578 Broadway # 607 New York, NY 10025-5642

  
• 

  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:08/08/2022

  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.

  1. I made an appointment to speak to a Talkspace counselor. I didn't make the appointment due to and emergency and had to cancel. I was charged 199 and asked for a refund and or a reschedule. This has not been addressed since June2022 2. When looking at my HSA account which I used to pay for Talkspace, I was also charged an additional $249 for some unknown service. I have tried to resolve this issue as well ,for 2 months , since June 2022 . I have received emails at least once a week that are computer generated (" How may I help you " )but issue is not addressed. They have no customer support phone number - all support is done via email.

  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:08/08/2022

  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 signed up to start therapy with one of their providers. The first step was to have a 10 minute video chat. I was asked five times in the past couple of weeks to reschedule that initial session. I have not yet received any services from talkspace. When I try to cancel and get a refund of the month I paid for in advance they claim that I'm only entitled to half because of the time that has elapsed. I have not received any services and therefore should not need to pay any money. All of the rescheduling came from talkspace and not me. When I tried to find a different provider their search engine said they didn't have anyone else to match me with. It's only reasonable that I get a full refund because no services have been provided and they can't provide me with a different therapist at this point.

  Customer Answer

  Date: 08/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/04/2022

  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.

  I have used Talkspace since 2020. I lost access to my account in January 2022 due to a change in email address. I tried contacting support multiple times to address the issue and to get back access to my account, however it has been 7 months and I still do not have access. During this time I have been charged $260 each month for services I have not received. I have tried calling, however there is no phone support. I cannot log in to access my account or even to cancel it, therefore I have no way to stop the recurring charges.

  Business Response

  Date: 11/28/2022

  Hi,
  

  Thanks for reaching out to Talkspace Escalation Support.
  

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

  Please let us know if we can assist in any other way.
  

  Sincerely,
  

  Talkspace Escalation Support

• Initial Complaint

  Date:08/04/2022

  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.

  On July 26th, 2022, I purchased a month of live sessions through Talkspace for the limited offer of 296$. I was matched with a professional and booked my first session (of 4) for July 29th, and was subsequently stood up for that session. After sending several messages to my matched professional with no reply, I requested to cancel my subscription, Ticket no. #******. I have not been able to talk with a human being, receiving an automated computer message saying that they would refund me for only 148$ (with only an accept or waive button to push). This is unacceptable. Talkspace needs to do the right thing and refund me the full 296$ as I have not received ANY services that I have paid for. I'm beginning to wonder if this company is even legitimate, or if it's just a scam. I've been struggling and needed someone to talk to. Talkspace let me down and took advantage of me on top of it all.

  Customer Answer

  Date: 08/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:08/04/2022

  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.

  My mother has paid $276.00 a month since May 25th for message-only therapy for me and TalkSpace promised that it would be like real therapy, in the sense that you get treated by a professional during their times of service. Not only did my therapist rarely respond in a timely manner, but she was also as helpful as a free school counselor (her actual "qualification") and my condition has only slightly improved through advice that I could have gotten from ******** Now that I am requesting a new therapist, the matching agents are ignoring me, even though my mother has already paid for this month; they said that I should check back later when they wanna look for a therapist for me, and have read and received my messages, but are ignoring me. I feel as though TalkSpace is just one big scam that preys on teens in need of therapy, and their ratings confirm this (I was unaware of this before, because websites stated that BetterHelp, their parent-company, or something of that nature, was really good- come to find out that that was also very misleading). All-and-all I want my mother to get her money back, so that I could get real therapy, and I want TalkSpace to be exposed for the scam that it is.

  Business Response

  Date: 09/14/2022

  
  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 are unable to look into the matter further without their response.
  

  Please let us know if we can assist in any other way.
  

  Sincerely,
  

  Talkspace Escalation Support

• Initial Complaint

  Date:08/03/2022

  Type:Order 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 ******* services and they connected me with a provider that did not want to provide services to us. I asked to change providers weeks ago and they will not respond at all. The charges are such that you pay by the month, so if they don't get back to you, you can never find a new provider and they keep charging you for no services rendered. Their advertising clearly states: $65 per week assuming you have a weekly appointment. If you don't have a provider, you are paying $130 or $260 per week because you keep on paying. This is not clear at all in their policies.

  Business Response

  Date: 09/09/2022

  Hi,
  

  Thanks for reaching out to Talkspace Escalation Support.

  It appears that the charge in question, $356, has been disputed by your bank. When this happens, we are unable to process a refund as we need to wait for a determination to be made by our billing service and your bank, which can take up to 3 months. We apologize for any inconvenience or frustration this may cause.

  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: 09/16/2022

  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:

  [Your Answer Here]

   They are lying: they challenged the dispute and won.

  TalkSpace is an unethical company that signs you up for a monthly service and then won't let you use it, won't respond to any questions and won't refund your money. When I have time, I will take them to court with a class action lawsuit.

   

   

   

  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 and have refunded the $356 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 and reach out to Talkspace support for a quicker resolution.
  

  Sincerely,
  

  Talkspace Escalation Support

• Initial Complaint

  Date:08/03/2022

  Type:Customer Service 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.

  On 5/28/2022 a service fee of $138.45 was charged to my *********** credit card for mental health services. These services were paid for in advance and never received. I have not received a response from customer service for therapy sessions that were cancelled or skipped by the provider.

  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:08/02/2022

  Type:Service or Repair 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 decided to finally seek help with a therapist on July 31st. TalkSpace made it seem so easy, they promised to set me up with a therapist and never did. I click on the only part of there website that says customer help. They don't provide a customer service phone number. Everything is online threw a email. I told them that the matches they gave me for a therapist were not taking new clients. I told them I wanted a refund because I never received the help they promised. I got a email back with a link (wizard) to request a refund back. When you click on it and put your information it stated they couldn't find a charge for last month and if I needed more help to submit a support request after that I never got a response back. I got charged 196 and another charge for *****. Also after they try to find another therapist for you they set you up with a matching agent that never sees your messages or respond to them. I am so frustrated that a company that promises to help people with there mental health would take such advantage.

  Customer Answer

  Date: 08/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/02/2022

  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.

  Talkspace continues to charge premium, not provide service and not provide refunds.

  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:08/01/2022

  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 am furious!!I have only used Talkspace three times and have been charged over $1300???? I have actually demanded a refund for two of my sessions and have never received anything back. On our first booked session our therapist was drinking alcohol! We can't Believe they have therapists who are drunk and trying to provide therapy to those with relationship or mental needs? Because of this lack of quality therapists the user tries to find a therapist who will work but in the meantime the Clock is ticking on them to get four sessions in every month. Little did my wife and I know that we were being charged every month while Talkspace was trying to find us a new provider. Once we found a good therapist the challenge was finding times that worked for the Therapist and us to meet. Our therapist was asking if we could meet at 6 o'clock in the morning? This is not practical nor should I be forced into doing therapy at such awkward times. The subscription agreement does not allow for the user or provider to have enough time to get in four appropriate / timely sessions. I have written Talkspace over five messages all of them asking for refunds and instead of their customer support reaching out I am filtered to another screen where I am asked to go back into the platform and either explain why I wanna refund for a session or cancel my subscription entirely. On a second occasion , we wrote a request for a refund because my wife and I had to cancel our therapy session 36 hours out due to the fact that our school community ************* ******** had just been victimized by a mass shooting. My wife and I both teach in *************, ******** and explain to them that we need to be hands-on to help our students and community members. Instead of Talkspace refunding us they told us that we needed to let them know 48 hours before hand. Heartless reaction and pretty much sums up Talkspace as a whole. Please help us get a full refund for our experience.**** ************

  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