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:08/01/2022

  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.

  Hello, I signed up for TalkSpace on June 5, 2022. They had a promotional code available that was to give you $100 off your first month. I used said promotional code and got the verification that it worked and it would cost $336 when I entered my CC information. A few days later, I checked my CC statement and I was charged twice: $336 (the discounted amount) and $436 (the full price). I contacted support the first time on June 9th detailing the issue (attachment: Talkspace_CustomerSupport1). I got a response June 14th and was told ONLY the discounted amount was refundable. When I pushed back I was told they would forward to upper management and the ticket was promptly closed.While waiting on a reply, I was again charged twice on July 5th. This time both charges were for the full amount of $436 ($872 total). I again contacted support July 14th with no reply (on the original ticket - attachment: Talkspace2).I contacted them a third time using their automated system (attachment: Talkspace3) which just opened a new ticket on July 14th. I asked for an update July 22nd and finally got a response July 24th that it shows I was already refunded $336 in June. No response about being double charged in July or anything about my original ticket being escalated or any apology for the delay in support.This is incredibly frustrating and disheartening. I thought this was a tool to help people but in reality its causing way more frustration that what it's helping.

  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.

  On 6/24/2022, my husband and I signed up for couples therapy. We booked our first appointment for 6/30. Our therapist cancelled and we were told we needed to reschedule. We rescheduled and it was cancelled again. After being being cancelled on twice, we decided it was in our best interest to look elsewhere. Having 2 cancellations before even having a session didn't sit right with me. I reached out to cancel and receive a refund as no services were rendered. I sent the first email regarding a refund on 7/2. I received an automated message. I did the refund wizard, stopped my subscription and received a support ticket #******. I have sent 3 emails to support since and have not received a response. I just want the $356 refunded.After looking into Talkspace and their reviews, I found similar complaints from other users. Many others have lost money from their services or rather lack of services. I feel that their service is fraudulent.

  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: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.

  I signed on to talkspace and reading through I had believed I had made a full months sessions worth as I was being billed a total of 207 dollars after a 100 dollar coupon used for my first 4 weeks that would be covered by the coupon and 207. When completing the first 10 minute session I attempted to get my second session and was being asked to be billed a 2nd time for 65 dollars. NO WHERE does it say I need to pay for more sessions after paying for a full months worth of sessions. I am suicidal and this has caused me incredible levels of turmoil as financial crisis is a part of the reason I needed therapy. This is incredibly predatory. I don't want sorry. I don't want some pathetic "we understand" nonsense. I want my money back.

  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:08/01/2022

  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.

  Talkspace charged me twice for $15 co-pays as well as two $10 fees. I emailed multiple times because I can't find a number, finally someone got back to me and said they would reverse the $10 fees (which they never did) and they have to "Transfer me to another department" for $15 copays. I never once spoke with a therapist and all the other emails I sent went un-answered. Please investigate this company, this has happened to many other people.

  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:07/28/2022

  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 applied to talkspace for "couples counseling" in order to benefit from pre-marital counseling - a service talkspace advertised for on July 18th, 2022. We signed up for a limited 4 live sessions to expire on August 19th 2022. When we were matched with a provider, the provider's first availability was after August 19th, and as such would not be able to use the credits, and would have to pay almost 400 dollars for another month. We asked this provider if there were any other times, but they did not respond on 07/20. So, we used the capabilities in the app to switch to another provider with sooner availability. This led to us being "matched" with a "match consultant" ***********************-Con on 07/21, who told us she provided us with new matches, but none showed up in the system. Every two days (07/22, 07/25) I would ask how to find these matches, and also filed a customer support claim, thinking it was something wrong on my end. I received no response from either party. There is no phone number to be able to contact someone about any of this. My fiance and I are two healthcare providers ourselves, and had a limited window of time to benefit from these services, and have received no response. I am trying to seek a way to request a refund, but again there is no such avenue. Though this is something I request, the bigger issue, and reason why I am filing a complaint, is that If I were someone in actual dire need of mental health services, this would be unacceptable, and would waste valuable time getting the help I need. Talkspace is offering a service they obviously do not have the capacity to provide, and this may cost some people their lives. If I were a Telehealth provider, and I acted this way, this would be considered medical neglect and would cost me my license. This website is a mental health hazard, and if they do not have the capacity to provide the services they advertise, it may need to be shut down.

  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

  Customer Answer

  Date: 09/14/2022

  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:07/27/2022

  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 was charged a recurring charge of $419 for Talkspace. I do have an account, but the only plan is free sessions from an employer (EAP). They will not provide me any therapy or refund my money. I contacted support right away with little response.

  Customer Answer

  Date: 07/29/2022

  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:07/25/2022

  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 and they charged me for a month of services but there was no healthcare providers available for an appt in the month so I was charged for no services being performed

  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:07/22/2022

  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 attempted to login to my Talkspace account on 6/30/22 to message my therapist but when I went in, it said my subscription had been canceled and I no longer had access to my session room with the therapist. I had renewed my subscription on 6/20 for a month so it was paid for until 7/20/22. I reached out to Talkspace support via email, ******** and in-app on multiple occasions and no one has given an explanation, a refund, or access back to my account. Now they've gone completely dark, the last response from an actual customer service rep was on 7/7. So not only was I locked out of my therapist in the literal middle of a mental health issue, not only has the money I paid for 6/20-7/20 subscription month disappeared and not been refunded, but also Talkspace has continued charging my card the $276 subscription fee even though in the app it says my subscription is canceled. It won't let me delete my card from the account so it just keeps trying to charge it (5 times since July 1st) and get declined. It's an FSA account so once the limit is below the charged amount, it just keeps getting declined so now it looks like I've tried to overdraw my account 5 times and Talkspace is completely ****

  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:07/21/2022

  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 recently signed up for talkspace, got a 4 session deal for 369 dollars. After signing up I was suppose to be connected with a provider within 48 hrs. However it took them a week to find me a provider. I emailed support regarding a refund multiple times, but they never replied to any of the emails, and I can not find a phone number to contact them, because its non existent. I decided to cancel my subscription, but I was able book sessions with my 4 credits I paid before July 15. Thats not the worst. After connecting with the first provider, I decided it was not a good fit because she doesnt do live calls. What am I paying for if I cant do live call sessions. So I decided to switch to the second provider. During first therapy session, not only the provider was late, but she was sitting in her car and had terrible signal. We spend another 15 mins of the session to figure out the signal. On top of that, she didnt have any other session available for scheduling. Thus I decided to switch to another provider. Then I got matched with another provider and I booked 3 sessions with my remaining credits, and when it came to july 15th, talk space decide to cancel my appointments and asking me to resubscribe in order to use those credit. Which means paying more money. By than I realize talkspace is a scam. I demand my money back

  Business Response

  Date: 09/08/2022

  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.
  

  Sincerely,
  

  Talkspace Escalation Support

• Initial Complaint

  Date:07/21/2022

  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 would like to receive a refund from Talkspace for the double payment for the therapy sessions my son had in January-March 2022. We signed up for Talkspace and paid upfront for his therapy sessions with a debit card. We submitted a superbill later to our insurance company **** who issued payment to Talkspace for the same sessions. **** issued a check for $268 to Talkspace on 5/25/2022 (ck #*******) and $166.37 on 6/13/2022 (ck#*******). **** stated the provider was in network and even though they were already paid by us, they issued the payment to provider/Talkspace, which resulted in Talkspace being paid twice for the same sessions. **** told us to get a refund from Talkspace. I contacted Talkspace about this matter over a month ago through their messaging system but I haven't been able to resolve this matter with them. The messages (so called tickets) don't get answered or "someone is looking into it" but doesn't get back to me. There is no customer service number to call. The messaging system doesn't work. It appears to be just a stalling technique to make you think someone will/is looking into your request but nothing happens in the end. Sometimes they just close the "tickets" without any answer provided to the client. I have more superbills for myself and my son that we submitted to our insurance and I don't want to be going through this process every time I'm owed a refund. Shouldn't this business monitor their accounts and automatically issue refunds if there has been overpayment? At the very least they should provide some competent customer service to resolve issues. We have no complaints about the therapists but don't like the customer service and messaging system that doesn't work.

  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 Customer Support team and the client through your son's email address on file on 9/28 regarding the reimbursements.
  

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

  Sincerely,
  

  Talkspace Escalation Support