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:03/15/2023

  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.

  I signed up for Talkspace on Dec 19, 2022; after initially signing up, I decided against using Talkspace. In that decision, I did not complete my intake form and canceled any subscription to avoid an automatic payment. On 3/14, I got an email about finding a provider on Talkspace. After that email, I was charged $316; the confirmation email consented I consented to treatment with a provider on Dec 19, 2022, through electronic registration on Talkspace. A) I didn't complete my intake form nor continue with the search for a provider on talk space, so how could I consent? B) The website says no billing occurs when a scheduled session occurs. I never scheduled a session. Why am I being charged under "auto subscription"? I cannot access my account because I cannot get past the intake form I never completed, so I cannot access my account to see what other charges or subscriptions Talkspace has signed me up for. I cannot delete my account either. There is no way of contacting customer support via phone. I will have to dispute the charge with my Credit card company.

  Business Response

  Date: 03/16/2023

  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:03/15/2023

  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 began using Talkspace on January 6th with the impression the sessions were free. All length of sessions showed the amount $0 upon booking with my Cigna Unlimited Sessions Plan. I continued using Talkspace weekly as I believed all costs were covered and that I also was not being billed after each session. Suddenly, on March 1st, I received notifications of charges of $131 and $120 hitting my checking account all at once dating back to January 6th totaling to $913. I immediately contacted Talkspace customer support inquiring about the issue and did not hear back for 4 days to tell me the charges were correct based on the agreed upon rate between Talkspace and my healthcare provider (Cigna). I spoke with ***** and they mentioned I was eligible for 3 free sessions as an EAP and provided with me with an authorization code to give to them to be reimbursed for 3 of the sessions. Talkspace subsequently messaged me to say it is their company policy to not apply EAP benefits to past sessions completed and submitted to my behavioral health plan. I am seeking to escalate this issue so this scam does not occur to anyone else and to hopefully receive some monetary re-compensation. I have included screenshots to support my claim.

  Business Response

  Date: 03/16/2023

  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: 03/21/2023

  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]

   

  My issue was not solved from Talkspace Customer support as I did not receive any form of re-compensation from Talkspace from the extremely misleading information of their attempt to show my sessions would be $0. The fact that I completed these sessions and was not billed after each session, reinforced that the sessions were free and is why I continued booking on a weekly occurrence. Being billed 6 weeks after I began, and for all my sessions thereafter is absolutely unacceptable and has made me broke. This issue is not resolved and needs to be escalated further with some re-compensation.

   

   

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

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

  Business Response

  Date: 04/03/2023

  Hi,

  Thanks for reaching out to Talkspace Escalation Support.

  As discussed in our alternative thread we have refunded the late cancellation fees and no show fees of $250 back onto the account. Please allow 3-5 business days for processing. We have also provided your feedback to our product team. 
  Please let us know if we can assist in any other way.

  Sincerely,

  Talkspace Escalation Support

  Customer Answer

  Date: 05/03/2023

  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:03/14/2023

  Type:Sales and Advertising 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 02/28/2023, I contacted Talkspace via email in request of personal medical documentation I needed for unemployment reasons. It is 3/13/23, and I have still not received my documents despite following their requests sent to me by email to correct errors on the authorization form that was provided to me. Their unwillingness to comply with my request has cost me repeated denial of unemployment benefits from the ******* ********** of ******

  Business Response

  Date: 03/15/2023

  Hi,
  

  Thanks for reaching out to Talkspace Escalation Support.
  

  We have looked into the account and found that our records team is processing your request at this time. 
  

  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: 03/16/2023

  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]

  I still do not have my personal documents that belong to me. I have given Talkspace more that enough time to provide said documents and time is of the essence.
  

   

   

   

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

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

  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 find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **************************
  
  
  
   
  
  

• Initial Complaint

  Date:03/14/2023

  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 subscribed for a subscription on February 26th, 2022. The plan was $196 a month for a messaging therapy only. I was not aware, nor does it state anywhere that you are charged per session as well. EG: I went to book a messaging session and was prompted that it would be an additional $65-$69 for a session. This blew my mind as I am already subscribed for almost $200/monthly. If I knew that I had to pay for each session on top of the monthly payment I would not have subscribed. They were kind enough to offer me a $49 refund. My desired resolution would be a total refund in the amount of $196 as I never used the service at all. I also was not aware of the additional fees I would be subject to, in order to use the service.

  Business Response

  Date: 03/15/2023

  Hi,
  

  Thanks for reaching out to Talkspace Escalation Support.
  

  We have looked into the account and have refunded the $147 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

  Customer Answer

  Date: 03/15/2023

  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:03/13/2023

  Type:Customer Service 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.

  In early March I signed up for Talkspace account.The therapist said I needed to use all 4 sessions before the end of the month (March) even though the first available slot was the end of March.Effectively I would have had to use all 4 sessions up on the same week or same day at the end of the month.When I went to talk to customer support, they said I would receive an email, and customer support takes a MINIMUM of 21 days to reply with no phone number or way to actually contact the company.I would like a full refund, immediately.

  Business Response

  Date: 03/15/2023

  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: 03/15/2023

  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:03/13/2023

  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.

  I canceled my service with the company, yet they continued to charge my credit card.

  Business Response

  Date: 03/13/2023

  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:03/09/2023

  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 currently use Talkspace to access a counselor. The sessions are covered 100% by my insurance. I am allotted 10 sessions at a time and have to renew through the Talkspace website. I have confirmed coverage through my insurance.On February 27, 2023, I attempted to add sessions through the Talkspace website as I have done in the past. The system indicated that Talkspace could not verify my coverage and requested that I upload photos of my insurance card. I did that and received a notification that I would hear back within 3 to 5 business days. I have not heard back from Talkspace, and the help ticket sits in their system unacknowledged. At that time, I had 2 sessions left with my counselor.I had not heard back from Talkspace by March 6, and I am now down to 1 session with my counselor. I submitted additional Help tickets with Talkspace on March 6, 2023; March 7, 2023; and March 8, 2023. I have received ZERO response from them on any of the tickets dating back to February 27, 2023.I now only have 1 session left with my counselor for this Saturday. I have contacted my insurance company, and they are doing what they can, but the ultimate responsibility is with Talkspace to respond to members of my insurance.What would I like from Talkspace?1. Add sessions to my account so I can continue seeing my counselor.2. Get their processes sorted out so people don't have to continuously deal with the additional stress of NO RESPONSE from this company.3. Respond to requests in a timely manner and stick to the timeline that they define in their automated responses.

  Business Response

  Date: 03/13/2023

  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:03/07/2023

  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.

  July 2022 I requested a refund as I had been charge $1,988 to my Amex for services not used. Initial email: Hello, I would like a refund for all bills. We have not used the service and also asked for a New counselor, but were reassigned to the same therapist.On 8/29/22 I get the following response: We appreciate your patience as you waited for our response. We are working through high volume and want you to know that we sincerely value you as a Talkspace member. I would be more than happy to issue a refund for which bills and I can cancel your subscription for you.I'd be happy to help you with this once I have the requested info.I provided the information that day.On 8/31/22 I noted that I wanted a refund that day. I received a response that since I disputed the charges I would have to wait until **** closed the dispute and then they would refund me. Their response: I see that you disputed the charges back on August 16th and soon as the decision comes back from AMEX we will notify you that it has been returned from financial institution and your funds will be available after that.Amex closed the dispute 7 days later and I reached out again.No response Each month I get a generic response that they are researching this...2.8.23 Their response: In order to best assist you, I have forwarded your inquiry on to a senior member of the team to review so that we can provide you with the best resolution possible. As of today 3.7.23 I am still fighting for my money: I send emails such as this monthly Good morning,I am unsure of why I haven't received a refund. Services were not rendered. I was promised a refund and then told you would have to wait until my dispute closed.It did and here we sit almost a year later with no refund.To be a company that helps with mental health and then to out people through turmoil is amazing to **** would like a refund today. I have been patient and you all have done nothing that you said you would

  Business Response

  Date: 03/08/2023

  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: 03/09/2023

  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 have not heard from the company via email or phone nor have I recevied a refund. I also sent them two emails the morning I filed this and have not heard back either.  It is totally untrue that any resolution has been made in regards to this situation. This is an example of how they continue to prolong returning my money for services never rendered. Very disappointed.  

   

   

   

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

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

  Business Response

  Date: 03/17/2023

  Hi,
  

  Thanks for reaching out to Talkspace Escalation Support.
  

  We have looked into the account and it appears that $1584.00 in charges were refunded 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:02/27/2023

  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 paid for talkspace to have 4 sessions a month. My therapist missed a bunch of my sessions so I had 8 sessions scheduled out but asked to put a hold on charging me another month since I have so many stocked up. Talkspace cancelled my stuff and kept my money. They refunded me for the 3rd month but cancelled my sessions already scheduled and didnt refund those. My therapist even said to talk to support because this isnt right. I have tried for 2 months now and gotten little to no response.

  Business Response

  Date: 03/01/2023

  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

  Customer Answer

  Date: 03/02/2023

  The email on my talkspace account is ********************

  Customer Answer

  Date: 03/22/2023

  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:

  [Your Answer Here]

   

   I was told I would get 25% off for the inconvenience. I have yet to see that and I have been waiting for this to resolve before going back to my therapist. 

   

   

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

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

  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:02/21/2023

  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.

  Their webpage page said no billing occurs till a session is scheduled. I never scheduled a session. My wife needed a Spanish-speaking therapist and I made this clear in an email to them, but they assigned me to a non-Spanish speaker and billed immediately. No session ever occurred. In addition, they said $20 copay, but billed me for $30 -- RECURRINGLY -- without any explanation. They have no phone support, and I have not gotten any email response. I am now fighting them through my credit card company.

  Business Response

  Date: 03/01/2023

  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