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:01/06/2023

  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.

  For the past two days now it would not let me book a session, everything works fine, however when you get to the payment after putting it in it just says please try again later, its been two days now

  Business Response

  Date: 03/02/2023

  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:01/06/2023

  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.

  Was looking for therapy just to browse one night, and decided to fill out the forms so I could look for a therapist, just to preview. The service said it wouldn't charge me $356 until it had matched me with someone, and I felt that implied it meant that I would get the option to say yes to my provider before paying me. Instead, it matched me automatically without giving me the option to say no and not render services in case it wasn't a match. I am very upset with this and don't want to be charged for services I didn't consent to.

  Business Response

  Date: 03/02/2023

  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: 03/02/2023

  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:01/05/2023

  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.

  Paid full price for a month of service. Tried to set up several meetings on the first week and was not helped at all. Ask for a refund and they took half of what I paid. I received nothing in return the entire time I was a member. And nobody will contact me.

  Business Response

  Date: 03/02/2023

  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:01/04/2023

  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 had three appts scheduled:12/9/2022 - appt was confirmed by provider; then cancelled by provider 12/7/2022 for unknown reason I could not reschedule until 12/12/22 and because the provider did not confirm the appt, it was automatically cancelled.I switched providers thinking it was just my provider.I had an excellent appt 12/15/22 and the provider corresponded amazingly well. She told me to follow-up the following week, but she had no availability, which was fine bc the holidays were here. No fault there.I waited until after the new year bc that was her next availability on 1/3/2023, but provider did not show up. I only got a message 54 minutes after the fact saying she ran into traffic and requested that I reschedule. Her next availability is not until this Friday, 1/6/23.If you cancel an appt less than 24 hours, the company will charge you a cancellation fee. She was LATE to her appt by 54 minutes, and told me I needed to reschedule. That is not acceptable. She needs to push back her appts for the day and take me.Because I have now had 3 appts that were not kept with TalkSpace, I feel that this company is a complete scam and does not care about their patients one bit. It has taken a lot of courage to get counseling, and this is just setting me back bc of the constant reschedules.This is completely unfair, unprofessional, and extremely irritating. I would like to charge them a late fee. My time is valuable also, and I put off another appt so I could attend this one. This is completely unacceptable.

  Business Response

  Date: 03/02/2023

  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: 03/02/2023

  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:

  
  They declined reimbursing me for my time. The issue has not been resolved and the complaint should stand. There were no costs per session for me, but I purposely did not make appointments during this time, losing time I could have been working and earning money.

  They declined to offer anything else, only telling me that there would be no charge for free sessions. They dont care at all that their clinicians inconvenienced me multiple times, not to mention, set back my own care.

  Again, this has NOT been resolved.

   

   

   

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

  
  *******************************************************
  
  
  
  
   
  

  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:01/04/2023

  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.

  My husband signed up and paid for therapy services. He was NOT PROVIDED THESE SERVICES though fault of the therapist he was matched with not responding to his messages. The only way to have an appointment is if the therapist answers your messages. Therapist ***************************** did not respond. He tried three times to schedule. He canceled services and was not given a full refund or provided any therapy. I AM NOT PAYING FOR NO SERVICES!!

  Business Response

  Date: 03/02/2023

  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: 03/02/2023

  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:01/04/2023

  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.

  We have not been able to resolve two issues with this company. 1) we set up an account for our daughter, ******* *******, and she was never matched with a therapist. We were unable to get a refund for what we paid despite never using the service and not being matched with a therapist. We have been repeatedly unable to get help from anyone resolving this situation. There is no way to speak to anyone. The Feb and March charges are related to this, I believe. See uploaded files. 2) We cancelled another subscription with this company at the end of October 2022 (my wife and I were using Talkspace for couples therapy--our therapist was nice but we did not love the interface)--but are still being billed. I went through the steps on the website to cancel service. However, we are still being charged and I cannot reach anyone to help resolve the issue.

  Business Response

  Date: 03/02/2023

  Hi,
  

  Thanks for reaching out to Talkspace Escalation Support.
  

  We have looked into the account found that you have not written into our support team at ************************************ We ask you to reach out and our team will expedite your inquiry.
  

  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:12/09/2022

  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 signed up for therapy late one night . I thought finding online would get us a therapist faster because most local in person has a waiting list or they don't accept our insurance. My husband told me the next morning it would be better for in person therapy. I immediately followed their website prompts to cancel membership. They don't even have a phone number for live customer support . I responded numerous times to cancel and they never did. they took $356 for services I never used . It couldn't have been more than 12 hours from when zi signed up before bed to the next morning when I canceled. Keep in mind our appointment wasn't even scheduled until 9/17/2022. I signed up 9/1/2022 and canceled 9/2/2022

  Business Response

  Date: 12/14/2022

  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

• Initial Complaint

  Date:12/02/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told I was signing up for couples counseling, I was told it was a therapist and it was a social worker who did not help and I complained and ended my subscription. I was told via email by ******* that 3-5 business days they would refund the amount back to my card in full. To this day they have not refunded it and when I reach out and ask why the now just ignore and never write back.

  Business Response

  Date: 12/12/2022

  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: 12/13/2022

  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:11/29/2022

  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 overpaid Talkspace for services I was given a credit of $258 I used the services for one more month at $49 before my provider and I conclude I could be done with the service at that time. Leaving a balance of $209 in credits. I returned to the services 6 month later and it attempted to charge me on setup instead of applying the credit. I reached out to customer service who confirmed I had the credit but stated they would not release my credit until I paid for the first month. At this point I just want my refund because Im not able to utilize a credit that I paid for.

  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: 03/13/2023

  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:

  unfortunately that is absolutely incorrect. If my issue was resolved I would not be filing a complaint. I still have no access to the credits owed to me while being asked to supply credit card infor to be charged  this company has shown nothing by fraudulent activity during this whole situation.

   

   

   

   

  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 reached out via email support directly by the Talkspace Customer Support team. We appreciate your patience and look forward to getting this resolved. 

  Please let us know if there is anything else that we can help you with.
  
  Sincerely,
  Talkspace Escalation Support

• Initial Complaint

  Date:11/28/2022

  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 05- 22 : Enrolled but didn't start until ****. I should have had 8 appointments left.06-01 : rescheduled ***** : rescheduled ***** : Tech issue ***** : Changed therapist ***** : New therapist appt on 21st. She changed my appointment date to 22nd. I was unaware.*Credited $267/$1068 original fee for missed times ***** : first scheduled canceled.*********** ***** : Therapist cancelled appointment rescheduled to *********** ***** : Over Charged $************** : Over Charged $65 ***** : Therapist cancelled *********** ******: Charged again for a three month period ***** : Therapist changed time to later in the day *********** : Therapist cancelled ***** : Therapist cancelled ***** : Therapist cancelled *********** : Therapist cancelled: Over Charged $************** *********** : Tech issues *********** *********** ***** : Therapist cancelled ***** :Therapist cancelled ***** : Therapist cancelled *****: I asked that my account be placed on hold so I can make up the missed appointments ***** : I was charged again for another 3 months $1068.00 My contract gave me four 30 minute sessions per month. I was charged for but did not receive those services. When I would put in for help to resolve this issue it would show up immediately as Resolved. I was also charged outside of the 3 month billing period for appointments that were rescheduled by the therapist. I was therefore paying twice for the service not received. In total I had 17 out 24 proposed by this service. I put my account on hold so I wouldn't be billed for the next 3 months. I found out I can't schedule any further appointments if my account is on hold. I reached out to billing and accounts and got no response so I took my account off hold. I was then charged for 3 more months and lost past unused sessions. I requested to not be charged only to find I as charged again. I have asked several times for a refund and was finally sent a denial. I will ask my credit card to also pursue this.

  Business Response

  Date: 11/28/2022

  Hi,
  

  Thanks for reaching out to Talkspace Escalation Support.
  

  We have looked into the account found that the issue is currently being addressed. Please respond to the most recent reach out from our support team today.
  

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

  Sincerely,
  

  Talkspace Escalation Support