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:04/06/2023

  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 used their service 3 times and got charged a total $370 out of pocket. They also charged $370 to my HRA account. Their website says I should be refunded when they receive the money from my insurance. They received the money from my insurance and they have not provided me a refund. I have emailed them about receiving a refund, but they have yet to give me a response after a week of waiting.

  Business Response

  Date: 04/20/2023

  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:04/05/2023

  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.

  I have been using Talkspace for my therapy for almost two years with no problems. Everything was covered by my insurance.Recently I also started talking with psychiatrist in talkspace and was also covered by my plan. After the first session I found out that they had bill my credit card 128$. I thought it was a mistake, I scheduled a fellow up with the therapist and again same problem billed for the service, even though every time I schedule the appointment theres a message stating that my part is 0$ and the amount is covered by my insurance. I decided to stop using the service and I find out that therapist scheduled a fellow up on Saturday and I had to reschedule it same day. They charged me again 175$ for late cancellation. I went ahead and canceled the whole plan ans I just find out been billed twice 175$ on the same day (April 1st).They do not have any phone call to talk to.

  Business Response

  Date: 04/20/2023

  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:03/27/2023

  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.

  I recently received a notification from TalkSpace claiming that I owe over $2,000 out-of-pocket that my insurance hasn't paid. The issue is, it has already been paid out by my insurance (HRA account) and I have been trying to reach someone to let them know this. This prevented me from being able to schedule any sessions with my therapist. I tried contacting customer support about this for well over a week but nobody hasn't gotten back with me to help, except for someone to tell me they can't help me so my email will be forwarded to someone that can. Will that take another week?? Fast forward to today, 03/25/23, TalkSpace charged my card for the remaining balance they claimed I owed. My HRA account has already paid this amount out to TalkSpace so they illegally double charged me. I would like a refund immediately. These are fraudulent practices! After this, I really do not want to use TalkSpace anymore and it's a shame because I really enjoy talking to my therapist and get the help that I need.

  Customer Answer

  Date: 03/30/2023

  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:03/24/2023

  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.

  I have been using talkspace since July 2022 and have been using it with insurance since then, my insurance covers the entire appointment fee, other than the copay (~$15). Recently I was billed $128 for my COMPLETED session, which is the full cost of a video session, even though my insurance is the default payment method for that subscription. I sent a message to support asking for the situation to be rectified and after a week all they did was tell me how to schedule an appointment, literally nothing about my billing issue other than "we understand how frustrating a billing issue can be". Not only was the response not relevant or helpful, but it came off as very condescending.

  Customer Answer

  Date: 03/24/2023

  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:03/24/2023

  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.

  Talkspace has cheated me out of hundreds of dollars due to fraudulent billing actions on their part. They have changed my session length of therapy intentionally to reflect less work completed and ultimately a lower payout to me. This has happened approx 10 times over the past month and customer service is doing nothing about this.

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

  Sincerely,
  Talkspace Escalation Support 

• Initial Complaint

  Date:03/24/2023

  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 to TalkSpace because therapists are hard to get into non my area. Their site says youll be billed when you schedule an appointment. I scheduled one appointment, and expected to pay my copay of $25 but was charged two separate $25 charges on the same day, and a random $10 charge as well. I cancelled my appointment more than two weeks out, as well as my account, so theyd hopefully stop charging me money I couldnt afford to lose. I tried to get a refund and they told me they couldnt do it.

  Business Response

  Date: 04/20/2023

  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:03/22/2023

  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.

  Talkspace from the beginning said my insurance covered my services each time I booked my next session. There was a $0 dollar co-payment. They never once said my insurance wasnt covering my service until this morning 3/22/23 and took $881 from my account. They said they checked and my insurance cover $0. Why wasnt I informed after one or two sessions? They mislead me to think my insurance covered everything. I would have completely cancelled my subscription because I can not afford $881 in bulk being taking from me like this. I would personally like a full refund as they did not state until they took the money my insurance wasnt covered. Isnt it possible to check insurance first? I attached the message from those rep saying my insurance was in network and covered, at most I expected a co pay. Why would they allow this to go on without checking or confirming insurance just to rake $881 from without notice or contact? I can not afford that type of money being taken especially when I was told again my insurance covered services.

  Business Response

  Date: 04/20/2023

  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:03/21/2023

  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.

  I used Talkspace from March 28, 2022 through January 9, 2023. During that time, I had 13 claims processed through my insurance (****** **********) and all were paid for automatically with my Health Reimbursement Account. On March 16, 2023, my credit card was charged for 10 of those claims for a total of $858. The cost for these ten appointments was out of pocket because I had not hit my deductible, but, my health reimbursement account paid for each of these sessions in full: 09/19/22: $82 09/26/22: $82 10/04/22: $82 10/11/22: $82 10/25/22: $82 11/03/22: $82 11/14/22: $82 11/21/22: $82 12/13/22: $82 01/05/23: $120 I should not have been charged for these services as my health reimbursement account with ****** ********** has already paid for them in full. I confirmed this today (3/21/2023) with member services at ****** **********, and they will be sending over a Balance Billing Letter that will hopefully resolve all of this. This has been a disappointing experience, and on top of that, working with customer service at ********************** has left a lot to be desired. I've explained this situation in great detail multiple times, via their chat feature since we cannot call in to talk to a live person for support, and each time it seems like they aren't even reading what I am writing. Ultimately Talkspace's resolution to this point has been giving me a super bill to submit to insurance for reimbursement. Not at all what I need... The desired outcome here is for someone to review the documentation I'm sending over, the letter that will be coming from ****** **********, and to provide a TOTAL refund of $858 to my card since I've already paid for these services. Attached to this you can find the claim statements from my Health Reimbursement Account showing that there is 0 balance owed on these services.

  Business Response

  Date: 04/20/2023

  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: 05/04/2023

  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:03/21/2023

  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 booked my first session with TalkSpace for March 13 at noon EST. I logged into the live session multiple times within that hour and from multiple browsers just to confirm it was working and the therapist never joined. I even texted them if the session is actually happening and I never got a response. After the hour was over, TalkSpace sends me an email saying I missed my session and they charged me $175 for it. I emailed them right away saying I was live on the session and never missed it and that the charge needs to be reimbursed not only because I made the session but also because Im using my insurance for the sessions, so my cost if the session had happened, would only be $25 for the copay. Since then, Ive followed up with support twice more and still no reply even though they say a reply is between 1-3 days. The request number is: #*******. Today is 3/20, 7 days after I emailed them and havent heard a thing. Id really like a resolution to this as it seems theyve made it very hard for anyone to contact them.

  Business Response

  Date: 03/23/2023

  Hi,
  

  Thanks for reaching out to Talkspace Escalation Support.
  

  I would like to apologize for the missed session and lack of communication. I can assure you this is not the standard of practice here at Talkspace. Please know that we take your feedback seriously, and will do whatever we can to ensure your needs are met. 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 us know if there is anything else that we can help you with.
  

  Sincerely,
  

  Talkspace Escalation Support

• Initial Complaint

  Date:03/20/2023

  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.

  My daughter had an appointment with Talkspace on 2/10/23. My credit card was charged three times for one date of service as well as my insurance. You were also paid by my insurance company. I was charged$25 on 2/1, and $25 on 2/9/23. I also received a charge on my debit card for ****** on , ************ claim was also submitted 2/10/23 for ****** and Talkspace received a payment of ****** on 2/14/23. I have tried to contact the company through messaging because there is no customer service number available. I am hoping to receive a response otherwise I will have to file a claim with my insurance for fraudulent charges. They received billed and received multiple payments for one service.

  Business Response

  Date: 03/20/2023

  Hi,
  

  Thanks for reaching out to Talkspace Escalation Support.
  

  We have tried to lookup the client info using the info provided, but it does not bring up a Talkspace account. Please have the client provide the email address on file, so that we can looking into the matter.
  

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

  Sincerely,
  Talkspace Escalation Support