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

  
• 

  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:07/19/2022

  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 for a monthly subscription for Talkspace, an online therapy service, on 6/20. Their messaging was that a therapist would be provided typically within 48 hours (stated on their homepage). They did not connect me with a therapist until 7/1, mid Friday afternoon before the July 4 weekend. On that date, I was charged $336. The therapist they provided did not specialize in the type of counseling I requested in my intake form. I did not see the email that they provided a therapist and charged me until 7/3, Sunday. On that date, I cancelled the subscription and requested a refund. The automated website stated that I was outside of a 48 hour period to receive a full refund. It offered me a reduced refund or to speak with someone. It also stated that the longer you wait to settle a refund, the less you'll get. I chose to speak with someone. It is 7/18 and I have not heard from anyone. I have written in three times and no response to anything.I am seeking a full refund as they took longer than advertised to connect me with a therapist and connected me with the wrong type of therapist. They informed me of the billing during a holiday weekend. I requested a refund just over 48 hours from the billing during that holiday weekend and they are refusing to respond to me. This company is advertising help for mental health and yet are not responsive at all to their customers. According to their ******** comments, many others are being charged as well without getting services or hearing back from the company.

  Business Response

  Date: 09/08/2022

  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: 09/12/2022

  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:07/19/2022

  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 twice for services that I never received and had requested a refund for unfulfilled services (10/16/2021 for $376.00 and 11/16/2021 for $476). They stated that I was refunded for the $476, but my ************** credit card never received that credit, nor for the previous amount. The Talkspace representative did not officially refund my account, there is no record of any such credit with my credit card company even though Talkspace . Services were never rendered or received due to my own health issues preventing prompt attention to this matter.

  Business Response

  Date: 09/08/2022

  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:07/18/2022

  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 contacted Talkspace via the support email five times between June 16 and July 18 as well as through the app and have only received automated responses with links to how to articles in response.In an already distressing time in mine and my husband's life, the process of signing up for Talkspace has proved increasingly difficult and frustrating. Within the month we've had an active Talkspace account, we have been charged $772 and have not received any services in return. When we initiated couples counseling on May 22, we were informed that the four weeks of counseling we had paid for (which cost $336) would not start until we had been matched with a therapist. We were matched with a therapist on June 15, and the only interaction we've had with that therapist was him informing us that he was not a couples therapist, despite the fact that this is what we had paid for. One week later on June 22, we were billed again for another month of Talkspace (costing us $436), even though we hadn't been matched with a couples therapist yet. I was going in for a major surgery at the beginning of July, which was part of why we had sought couples counseling in the first place. Based on the experience we've had with Talkspace so far, it seems like they are just taking advantage of peoples mental health and not actually willing to be of any help. I do not believe it is appropriate to be billed for services we have not received. Under the Couples Therapy with Live Session - Monthly plan, we were billed for four therapy live sessions on May 22, none of which actually took place due to not being matched with a couples therapist. We were then billed again for an additional four therapy live sessions on June 22, despite the fact that we were never matched with a couples therapist. At this point, we would like a complete refund for both bills and to cancel this plan prior to July 22, when our plan is set to renew. Our request number provided by the support email is #******.

  Business Response

  Date: 11/16/2022

  Hi,
  

  Thanks for reaching out to Talkspace Escalation Support.
  

  We have looked into the account and have refunded the $772 charges back onto the account on 9/20. Please allow 3-5 business days for processing.
  

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

  Sincerely,
  

  Talkspace Escalation Support

  Customer Answer

  Date: 11/22/2022

  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:07/14/2022

  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 first contacted TalkSpace about this issue on May 6, 2022. I was charged for sessions that I did not receive because---although this is nowhere in the instructions or contract---Talkspace counts any sessions scheduled within a billing cycle as a session for that billing cycle---regardless of whether it was paid for under a previous billing cycle.You pay for 4 sessions at a time. One month I noticed that I only had 3 sessions available to book after a payment was made. That was when I contacted them on May 6. They did not respond for weeks and gave me the runaround and the responses were very confusing. On July 5, I was billed but this time I was unable to book any sessions at all. When I contacted Talkspace, they said "It's best to schedule within the billing period...anything outside of that will be a session taken from that month." So now I know for a fact that Talkspace has been billing me for services that they have been preventing me from receiving. I want a list of all payments **by month** made to Talkspace (NOT a Superbill, which is what they provide and is very confusing/misleading) and a dated list of each session. I then want my account to be credited for all sessions that TalkSpace wrongfully charged me for without giving me the opportunity to book the sessions. There is no way that it can possibly be legal for TalkSpace to charge customers for services that they do not receive and have no intention of providing at the time of billing.

  Business Response

  Date: 09/08/2022

  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:07/14/2022

  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 will not respond to my questions related to utilizing a gift card that for their service. The gift card was given to me by a friend for a value of $300. I hoped to use this platform to find a therapist, but this ordeal has been extremely stressful. There is no number to call, no response to my emails, chats within their platform, or on their social media. I would like a refund, but I would also like this to be flagged for others who may be seeking this for their mental health. When I looked online for an office number, I see that they have a 1 star review and I am not the only person that has been experiencing what feels like a scam at this point.

  Business Response

  Date: 09/08/2022

  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:07/14/2022

  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 paid for Talkspace with the expectation to be able to select a practitioner that works for me. I was assigned someone that does not at all meet my needs and was forced into a window where I had to accept. There was not an option to select someone else nor was there an ability to contact support. After a lot of time-consuming digging, I found a way to cancel the service. I had to cancel the subscription first, and then I was sent to another dead-end screen that tried to force me to keep the service. After figuring out how to cancel, I did and was not given a full refund despite having not utilized the service at all.They kept $91. The platform is built intentionally to steal money from consumers and is predatory at best. I would like a full refund and also for Talkspace to have to change their platform to be more consumer friendly.A business that is supposed to support individuals seeking mental health services should not cause further duress by making it nearly impossible to navigate and find services that support the consumer. This is intentionally misleading and predatory.

  Business Response

  Date: 09/08/2022

  Hi,
  

  Thanks for reaching out to Talkspace Escalation Support.
  

  We have looked into the account found that the issue has been addressed and resolved.
  

  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:07/14/2022

  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 is fraudulently charging me random amounts since I cancelled the service! I used to use Talkspace during my previous job because the insurance I had through that job made Talkspace therapy and psychiatry free for me. When I switched to a new job, my copay became $25 for each visit, and I changed my insurance information on the Talkspace app. While I was charged $25 for each visit I was able to schedule, I was not able to join any sessions on the app. Eventually, I was not able to schedule any sessions any way. I kept switching providers on the app, hoping that it would work with one of them, but I was never able to connect with any providers during any of the sessions I booked. I gave up and cancelled my membership because I was tired of being charged for nothing. Since I canceled, I have been charged a ridiculous amount of times for nothing. Each transaction is a different, random amount, none are for $25 which is the only amount I should have been charged for anything because that is my copay for the service, and Talkspace is still attempting to charge me for no reason, and they are emailing me to say that the payments have been unsuccessful. They will not stop trying to charge me, and I have not gotten any of my money back. It is so difficult to get a response from Talkspace support as well. It seems as though Talkspace is intentionally trying to take all of my money as a punishment for canceling my membership. Unbelievable.

  Business Response

  Date: 09/08/2022

  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:07/11/2022

  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 up for Talkspace on 5/25. I was told Id be notified once I had matches available. I never received a notification for this. I logged in a week later on 6/2 to see what was going on, which is when I saw I had matches prepared, but they had since expired. I requested a new set of matches.After getting the new matches, I selected D. as my therapist on 6/3. I tried multiple times to schedule a session with him, but every time it said his calendar wasnt updated. I messaged him on 6/6 and again on 6/7 trying to connect and schedule a session, but he was unresponsive.I requested to be rematched and was connected with a new therapist, M., on 6/8 (2 weeks after signing up for Talkspace). Her availability was extremely limited, and the soonest I could schedule a video session for was the next week, on 6/14 (almost 3 weeks after I signed up for Talkspace).I ended up having to reschedule this session due to being out of town for an emergency, but again, the soonest availability M. had for a session was a full week later.In the meantime, I was communicating with ****** via a customer service ticket regarding getting my video credits extended since I spent nearly 3 weeks trying to even get with a therapist and get my first video session scheduled. I had cancelled my billing because I didnt want to be automatically charged for more sessions before I'd even had a chance to use the 4 I'd already purchased. She tried telling me I would need to put my billing info back on file to get the sessions extended, which would of set me up to be automatically billed again for more a week later. Again, I didn't want more, I wanted to use what I'd already bought. I explained this, and ****** simply ghosted **** have gone through the proper channels and sent over 5 emails trying to get a refund for the $300 I spent for therapy I never received. Talkspace is a scam, and if you need legitimate therapy, DO NOT SIGN-UP WITH THEM.

  Business Response

  Date: 09/08/2022

  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:07/11/2022

  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 began therapy with Talkspace at the beginning of May 2022. I was matched with a therapist whom it turns out that I am a good match with. I suffer from severe anxiety that has been getting worse. I filed for FMLA in June 2022 and needed my provider to complete the paperwork so that I can get approved He referred me to customer service as apparently the providers "are not allowed to complete any FMLA or any other paperwork" on behalf of their patients. I didn't find this to be a problem initially because I had about 5 sessions at this point and figured customer service would certainly be able to assist with what my job required of me. What I didn't know is that there is NO customer services phone number. You have to send messages through the app and wait for someone to respond. After my first message(s) to customer service, I didn't get a reply until almost a week later. All awhile, I'm on a time crunch for when my paperwork is due back. By the time someone reached out to me (via email), I was panicked and more anxious than ever just now for added reasons. They took me 'around' the **** in terms of clearly stated what I needed to do to request my records and even acknowledging that they are a problem. After I finally submitted one of their forms requesting my records, I received an automated message stating that this could take up to 30 days. 30 days???? Really??? To top it off, I received a message 1 week later (this is 2 weeks since my first attempt to contact customer service) stating that I need to redo my request form, essentially resetting THEIR clock back to another 30 days. It has now been over a month since my initial request to my provider on June 7th and no one will help me. When I send messages, I do not get sufficient help. My initial FMLA request has been denied until they receive my completed forms and my job is certainly in jeopardy. I still NEED and want my medical records and do not know what to do at this point.

  Business Response

  Date: 09/08/2022

  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