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:05/16/2023

  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 downloaded the Talkspace app back in February of 2023 while looking for a therapist. I went through a list of insurance approved providers and Talkspace was top of the list. I finally had one appointment on 2/28/23 with a therapist. After the appointment, my HRA was charged $220 on 3/2/23. A few days later, I noticed that personal credit card was charged another $220 by Talkspace on 3/7/23. I reached out to my insurance provider (Cigna) and they assured me that the double charge was not on their end. I reached out to Talkspace via the support section in their app on 5/9 about the double charge. They responded on 5/10/23 telling me that to prove I was double charged, I needed to provide screenshots from my insurance and personal bank account, which I quickly obliged. After sending the proof of their error on 5/10, I have not heard back from Talkspace at all. I have sent six different messages, all of which have been ignored. I tried opening up another help ticket about how I was ignored in the first ticket but it was closed instantly.

  Business Response

  Date: 05/24/2023

  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:05/15/2023

  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 signed up for a week long texting session. After doing so the provider I was matched with asked me to schedule an appointment. This was confusing because I already signed up for a week and was charged. I responded to the provider with a date and time and I did not get a response. I reached out to support and the only response I got was an offer to change providers. They didnt address the issue of me paying for a session I didnt receive. I then changed providers and was charged again and didnt receive a response yet again. I reached out to support and agreed to a room check. They responded that the service I received is not the expectation for talkspace and again offered to change providers. Only after I asked did they offer to send my info to billing for a potential refund. This was the last I heard from them. I responded to this stating I would try again and asked what I should do to ensure I receive a response from a different provider. It has now been 4 business days and no response. Prior to this I would receive a response within a day or two. After reading other reviews it seems this may be a common issue for talkspace. I paid for services I did not receive and they acknowledged this then stopped responding to me. I wouldve liked to call support and handle this in real time instead of waiting for a chat response that I dont know will come but this is not an option. I can provide screenshots of the chat message if needed.

  Business Response

  Date: 05/24/2023

  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:05/11/2023

  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.

  Talkspace hasnt answered my emails about me requesting them to delete my account and associated private information. They have ignored me and made this simple request to delete my account into a stressful nightmare. I regret ever trying to use their services. I want them to delete my account or at least communicate with me on when it will happen. Perhaps their policy or the law will give them the go ahead to ***** me over or ignore me further and no ***** my request. I find them having my personal medical information and not deleting my account to be a huge violation. Im being ignored by a company that offers mental health services. I want my account deleted so that I no longer have anything to do with TalkSpace.

  Business Response

  Date: 05/23/2023

  Hi,

  Thanks for reaching out to Talkspace Escalation Support.

  We have looked into the account found that the issue has been addressed directly by the Talkspace Customer Support team and the client.

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

  Sincerely,
  Talkspace Escalation Support

  Customer Answer

  Date: 05/25/2023

  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:05/02/2023

  Type:Billing 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.

  Talkspace charged me 25 dollars and did not respond to my two complaints about this charge. Now they have charged me for another 125 dollars. They have no customer service phone number and have not followed up when I put these complaints in. They did not provide me with any care.

  Customer Answer

  Date: 05/04/2023

  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:05/01/2023

  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.

  TalkSpace has charged my card on file three times AND received payment through my HRA account. I have reached out to the company through email four times and only received a response once saying unfortunately, I cant help you. Let me get you to the right department and then not heard from anyone again.

  Business Response

  Date: 05/23/2023

  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 ** know if there is anything else that we can help you with.

  Sincerely,
  Talkspace Escalation Support

  Customer Answer

  Date: 05/25/2023

  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:05/01/2023

  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.

  Talk space said that my copay would be 0 dollars when I signed up initially. My insurance providers also confirmed that I should expect to pay 0 dollars when I sign up with talk space based on my coverage. After filling out my insurance information talk space said my balance was $0 and I had two sessions. Two weeks after I had been told my balance would be $0 talk space then charged me for the full price of both sessions. I talked to my insurance and they provided me with a code to ensure that my coverage is applied properly with talk space. I used the code and was granted the free sessions I should have had in the first place. I asked talkspace to use the free sessions covered by my insurance to cover the first two sessions I had already had after they assured me my balance would be $0 and they refused. They pushed the charge through onto my card despite the website misleading me, and despite the website failing to collect my insurance information properly the first time. So even through my insurance fully covers sessions for me, I was still charged additionally and talkspace has admitted that they don't have a system to correct their errors. They need to have a system in place that correctly informs an individual of their copay and is able to apply insurance benefits to previous sessions when the website fails to process the insurance information properly. Dealing with the undue charges made my mental health worse when joining them was supposed to make it better. Do not work with talkspace, very unprofessional, they dont have a phone line, only emails and they take days to respond. Trust me when I say you're all better off going to Betterhelp!

  Business Response

  Date: 05/23/2023

  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:04/27/2023

  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.

  Working through Talkspace has been a nightmare. Let me say first that the therapist I have is wonderful and helpful.My issue is with Talkspace Customer Support and the subscription/billing platform.I feel absolutely bullied by the talkspace customer support staff.I have repeatedly tried to contact customer support with questions. The only responses I ever get back are copy and paste answers and misinformation. Legit misinformation/falsities that contradict other customer support and my own experience.What I'm trying to achieve/ask is not a hard task.This has led me to request a refund. It has now been a week and I have yet to receive a reply or refund.This situation has caused a delay in my care and health.I have many conversations saved and am willing to forward them.

  Business Response

  Date: 05/02/2023

  Hi there,
  
  Thank you for your inquiry. I apologize for the delay in our response. All feedback provided to us is valued and appreciated from our Talkspace Clients.
  
  We will have a member of our support team reach out to you shortly. Please be on the look out for an email from **********************************.
  
  Best,
  Talkspace Escalations Support

  Customer Answer

  Date: 05/08/2023

  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:

  I received an email from Talkspace on May 4th acknowledgling my complaint. An email I received from BBB stated I had 6 days to respond to the email from Talkspace (May 10th). I received another email from Talkspace stating "Were following up to let you know well be closing out Request # (#*******) since we have not heard back from you." This was sent May 7th.

   

   

   

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

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

  Business Response

  Date: 05/23/2023

  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:04/17/2023

  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.

  Due to an administrative error, Talkspace incorrectly billed my credit card for 2 therapy sessions that should have been 100% covered (as confirmed by my employer) by my insurance (the *********** $207). They have refused to make the needed correction, which is simply to provide my insurance company with the required authorization number (and refund the money that has been charged to my credit card). While initially they communicated with me via email, they now simply ignore my emails. It has been impossible to speak live with anyone at the company.

  Business Response

  Date: 05/23/2023

  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 ** know if there is anything else that we can help you with.

  Sincerely,
  Talkspace Escalation Support

  Customer Answer

  Date: 05/24/2023

  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:04/14/2023

  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 billed my credit card $181 because there was an issue with my medical insurance. Even after I'd had many sessions with them where there was no problem, they suddenly for my last two sessions billed me for the whole amount without my consent. They said once my insurance cleared up the problem, they would refund me. After two months of back and forth and tens of hours spent, I finally had the paperwork Talkspace requested before they would file a refund. Their response three days after reaching out to them via email was that the billing department would investigate my situation. They're being double-paid for my sessions and it's even in the customer service email thread that I would be refunded once I provided this paperwork so there's nothing to investigate. I'm getting the run-around and it's disgusting.

  Business Response

  Date: 05/23/2023

  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: 05/23/2023

  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]

  the matter is not closed. I had to reverse the credit card charge by Talkspace, and it is currently under investigation. Talkspace said they cannot refund me until the investigation is closed, which is baffling, because they should ********** the reversal go through if they intend to refund me the money anyway, which they said they intended to do but were blocked because of the investigation.

   

   

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

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

  Customer Answer

  Date: 06/22/2023

  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:

  You did not report the refund accurately. It's for $181 NOT $131. I do not appreciate being given incorrect information.

   

   

   

   

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

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

  Business Response

  Date: 06/28/2023

  Hi,

  Thanks for reaching out to Talkspace Escalation Support.

  We have looked into the account and the refund was for $181 our apologies for any confusion this may have caused. 

  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:04/12/2023

  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 signed up for Talkspace and spent the first 2 weeks out of 4 just looking for a provider that actually interacts on the platform. Then once I found out they will not supply a refund, at that time, I tried to communicate with one provider only to have the platform malfunction making it impossible to share or receive messages. I spent $176 and received 4 days of actual services. I have attempted to cancel services on their app platform, their website, and through email to support and they are still attempting to pull hundreds of dollars from my account for services I don't want and their platform is not set up to provide. I would like my services canceled, my card removed, and a refund for the days the platform and providers were not available per their set expectations.

  Business Response

  Date: 05/02/2023

  Hi there,
  
  Thank you for your inquiry. I apologize for the delay in our response. All feedback provided to us is valued and appreciated from our Talkspace Clients.
  
  We will have a member of our support team reach out to you shortly. Please be on the look out for an email from **********************************.
  
  Best,
  Talkspace Escalations Support

  Customer Answer

  Date: 05/05/2023

  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:

  It is a template email, not a response addressing my concerns. I have reached out to the BBB because all communications received regarding this concern have been a template leading me back to the application where a solution has not been available.

  1. I would like a refund. The card used on the account had to be cancelled after Talkspace made several attempts to charge my account without permission. 

  2. I would like confirmation that my account with ********************** is cancelled and that no more charges will occur. 

  Thank you.

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

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

  Business Response

  Date: 05/23/2023

  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