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:09/12/2022

  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.

  8/4/2022 TalkSpace notified me that my provider left the app, and is not longer a provider with their platform. On 8/4/22 I emailed Talkspace Support <*******************************>; Talkspace Support <**********************************> to request a refund for $180.00 worth of copays that I was pre-charged, for upcoming therapy appointments ($30.00 separate withdrawals from my bank account on 7/20/2022 for ************** sessions). To date I have sent at least 5-8 emails demanding a refund for services I did not receive (at no fault of my own), and I have yet to receive resolution as of 9/11/2022. I have received nothing other than a generic "We received your email and will follow up". Through TalkSpace, I am requesting my $180.00 copays and a $200.00 credit to be applied to future services with a new provider once my refund is finally processed and completed. The request reference number for my TalkSpace Complaint is #******.

  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 has been addressed and resolved directly by the Talkspace Customer Support team and the client on 9/16.
  

  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:09/12/2022

  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.

  On 8/26/22 I had an online appointment for an evaluation. My primary care doctor prescribed me a medicine that my insurance wouldn't approve until I had a psych evaluation. Since that time, more than 2 weeks now, I have been trying to get my records and the diagnosis paperwork so that I can send to my insurance in order to get the prescription approved to fill. Contacting someone at TalkSpace proves almost impossible. I went with them because their online reviews ******** were good. I should have check the BBB website first. I first entered a ticket for support and got no response. I emailed the therapist and she gave me a number that was just a suicide prevention number. After a few hours of searching more, I found an email address to request records. I submitted an email request and have been advised it can take 30 days to be answered. That's an additional thirty days to get medicine that I need. I'm still trying to find an avenue to get a copy of my invoice for insurance reimbursement on the $175 I paid to have the evaluation. I find it 100% unsatisfactory to have to jump through hoops and spend hours trying to find ways to get a copy of my own records and then still have to wait up to thirty days, and to not be able to get a copy of my invoice. I need my prescription, and TalkSpace is essentially holding it hostage.

  Business Response

  Date: 11/17/2022

  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 Records Request team and the client on 9/29/2022.
  

  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:09/12/2022

  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.

  Problem #1. I signed up for one month of services (four sessions). When the month was up, they automatically charged me another $400 for a second month. I saw no notification that it was a subscription. I IMMEDIATELY asked for a refund but was denied.Problem #2. Because they had charged me for another month and wouldn't refund it, I scheduled the remaining sessions with my provider. However, my provider was not available for a large part of the time when I would have scheduled, so I made my appointments with her in the following weeks. However, TalkSpace abruptly canceled my account as of 9/12 with no prior warning and canceled my upcoming sessions that I had paid for but had been unable to use due to my provider's absence.TalkSpace policies are probably hidden in the fine print somewhere, but they are not readily available when you sign on. I feel this is deceptive. I would like my money back. I was able to use 2 sessions out of the 8 I paid for. That would be $600.

  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 has been addressed and resolved directly by the Talkspace Customer Support team and the client on 9/16 regarding the $396 refund.
  

  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:09/01/2022

  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 have been charged for services I didn't use. Talkspace has no adequate support. I've been contacting their one support email and they have not responded to any message. I have no way to access my account and I have no idea what else to do because I can't afford out of pocket pay. I was just trying to get help and now they're taking my money and not giving me help. The numbers for my contacting their support :*******, *******, *******, *******. I've attempted other emails and their Instagram. I canceled May 6th. Please help.

  Business Response

  Date: 09/09/2022

  
  Hi,
  

  Thanks for reaching out to Talkspace Escalation Support.
  

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

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

  Sincerely,
  

  Talkspace Escalation Support

• Initial Complaint

  Date:08/31/2022

  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.

  August 18, 2022 at ;35 pm I signed up for one month of video sessions. I cancelled my subscription at 5:02 pm that day and requested via email full refund for services non rendered; no response. *** requested full refund on August 23, 24 and 26th. All i get is radio silence. I'd like my money back please.

  Business Response

  Date: 09/09/2022

  
  Hi,
  

  Thanks for reaching out to Talkspace Escalation Support.
  

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

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

  Sincerely,
  

  Talkspace Escalation Support

• Initial Complaint

  Date:08/23/2022

  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.

  The following is the complaint I sent to their ***************** ticket #******* I attempted to cancel my account, followed your steps for cancellation and the link to cancel doesn't exist. Your service misrepresented the availability of therapists and I am effectively paying twice the price that I would offline despite your marketing claims of savings. Please cancel my account immediately. Note that if not cancelled with 48 hours, I will file a complaint with the *** regarding the false claims of savings that Talkspace cannot substantiate.Further, requiring me to answer questions unrelated to therapy services is done obviously to upsell people to stay on the program by trying to get insurance to pay for your 100%+ markup on the legitimate cost of services. This disturbing tactic will also be reported to the *** if not cancelled immediately given your company's action to remove the link to cancel.Lastly, I have attached the screenshot of how you removed the cancellation link and will report this to the *** as an act to fraudulently bill for services not rendered. Disabling my right to cancel service is an overt attempt to illegal charge customers.I would appreciate the BBB to engage to ensure this company is not illegally billing customers for services not rendered and to get them to place the cancel subscription button for all users. even those with an expired/cancelled. My credit card number got stolen and I decided to not continue the service, allowed the failed credit card to stop the service. They are not trying to force another billing cycle in order for me to cancel subscription, which is against the law. The screenshots attached show the link provided via email to cancel and the landing page where no ability to cancel exists. This is fraud

  Business Response

  Date: 09/16/2022

  Hi,
  

  Thanks for reaching out to Talkspace Escalation Support.
  

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

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

  Sincerely,
  

  Talkspace Escalation Support

  Customer Answer

  Date: 09/19/2022

  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:08/22/2022

  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.

  The Talkspace platform's customer support is incredibly unhelpful. Whenever they're contacted, they provide a stock response to issues that are already located within their customer support. When I contact them again, the problem gets bounced around to other representatives within customer support who provide a different version of the same response. They don't actually look into customer issues or want to resolve them. My insurance information changed and I wanted to update it on the platform to stay with my current providers. However, there is no way to do this that is accessible to the user. Their suggestion is to select the "Check my coverage" option available to users. However, all this does is open a new session with a new provider. That is not what I want. The point of therapy is to find providers you like and trust, not to just talk to anyone. There is also no option for phone support available. Instead, Talkspace has you email back and forth for days with whoever might be available at the time, regardless of who handled the issue last. This is frustrating and has led me going for almost a month now without care with providers I trust.

  Business Response

  Date: 09/16/2022

  Hi,
  

  Thanks for reaching out to Talkspace Escalation Support.
  

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

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

  Sincerely,
  

  Talkspace Escalation Support

• Initial Complaint

  Date:08/22/2022

  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 double paid for 3 sessions through Talkspace at the beginning of the year. When I realized my error I immediately contacted Talkspace. They only have an email resource. No way to call or escalate to a manager. My first claim ticket attempt was April 6th, 2022. It took a month for a single reply and they never followed up to my response to them. They closed the case without contacting me. I opened a second claim on June 1st, 2022. This went with no response for 45 days. They responded requesting more information, which I provided promptly. No one has followed up since. I continue to reply since it's not been closed, but I'm not getting anywhere. The appointments with the double payments happened in January and February. The additional payments were sent from my HSA. The latest date sent was 2/28/22. It's been 6 months since the payments were sent and almost that long that I've been trying to find a way to be reimbursed. This is by far the worst service I've ever received. I'm not even receiving any customer service. This has caused stressed and an immense amount of effort/time on my part, which is completely unprofessional from this company. They stealing from their customers. It's absolutely unacceptable. I want this resolved immediately.

  Business Response

  Date: 10/11/2022

  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: 10/17/2022

  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]

   

  Greetings,

  After review of both our HSA account and personal credit card, no reimbursement has taken place. The issue remains unresolved and all tickets with Talkspace remain active.

  We are now well over half a year in trying to get this resolved. 

   

  Best regards,

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

   

   

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

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

  Customer Answer

  Date: 11/14/2022

  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]

   This is the second false statement from Talkspace. There has been zero refunds issued out of the disputed charges. There is also zero communication through their own support chats in response to this. There has been no action taken on their end whatsoever. I reject that this has been resolved for a second time.

   

   

   

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

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

  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 has been addressed and resolved directly by the Talkspace Customer Support team and the client regarding the reimbursements. Please keep in mind of holidays that *** delay your reimbursements. If you have not received them by 12/2, you can reach back out to our support team.
  

  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:08/22/2022

  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 have had my therapist not show up for 2 out of 3 appointments. The first time she blamed a technical glitch, the second time I received no explanation. I have contacted customer service for a refund and have not received a response. I just went on Talkspaces Instagram and there are dozens of comments with similar situations. Its incredibly irresponsible to abandon people who are seeking out help for conditions like depression or other mental health issues.

  Business Response

  Date: 09/16/2022

  Hi,
  

  Thanks for reaching out to Talkspace Escalation Support.
  

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

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

  Sincerely,
  

  Talkspace Escalation Support

  Customer Answer

  Date: 09/30/2022

  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]

   they canceled my subscription but they did not refund me the credits or address the issue.

   

   

   

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

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

  Business Response

  Date: 10/26/2022

  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. Since the client had sessions through Cigna EAP, there are no charges to refund since the benefits were provided by ******
  

  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:08/22/2022

  Type:Order 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 utilized Talkspace services for telehealth mental health services for approximately two years. Starting on September 1, 2021, I had a new health insurance provider that included mental health benefits. I paid out of pocket for Talkspace services, $260 per month. I received invoices (called "superbills" by Talkspace) each month that I would submit to my insurance provider, ********* ********* PPO. My insurance paid Talkspace for their percentage of each month's services - $234 per month. I have attached all "superbill" invoices showing I paid Talkspace out of pocket for September 1, 2021 through June 30, 2022 (when I canceled my subscription).Because I paid Talkspace and my insurance provider paid Talkspace, Talkspace was paid twice for every month included in the dates above. I never received reimbursement from Talkspace. I contacted my insurance provider and they confirmed that it was Talkspace's responsibility to reimburse me. Talkspace does not have a phone number - customers can only contact support via an online system on their website. I did so (before all my claims were processed) in June. It is now August. I had to follow up several times before I was notified that this issue was forwarded to their insurance department, which was July 18th. It has now been a month since then, and two months since I initially sought assistance for this issue. I have received no contact from the insurance department and no reimbursement, yet my case is marked "solved". I have included screenshots of this communication. All claims besides the one for May 30, 2022 - June 30, 2022 (the final claim which I submitted to my insurance on August 19, 2022) have been processed. As per my insurance, they paid Talkspace a total of $1404. From September 1, 2021 to May 30, 2022, I paid Talkspace out of pocket $2340. I am owed that $1404 as a reimbursement from Talkspace. I would sincerely appreciate assistance on this matter.

  Business Response

  Date: 09/26/2022

  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: 10/01/2022

  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]

   Talkspace emailed me about 3 of the claims, but there are 6 others that they did not address (but were included in our correspondence), so the issue is not resolved. I replied to them yesterday saying as much.

   

   

   

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

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

  Business Response

  Date: 10/26/2022

  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