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Business Profile

Psychologist Referral Service

BetterHelp

Complaints

Customer Complaints Summary

  • 393 total complaints in the last 3 years.
  • 95 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:06/25/2025

    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 was using Betterhelp as a therapy provider until I used their process of switching *********. Once I switched they started charging me double for the ********* that I had switched from. When I asked to stop being double charged their customer service multiple times told me I wasnt and that was just the price of the service. Once they refused to listen to me I canceled completely. On May 6th, 2025. Since then I have been charged twice for the first ********* that I havent spoken to since February.

    Business Response

    Date: 06/29/2025

    We cannot locate an account using the information the individual provided to the BBB for the concern.
  • Initial Complaint

    Date:06/06/2025

    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.
    I paid a weekly fee of ***** to ********************** on 5/15/2025.On 5/13/05 my one and only phone session with Mrs. ***** ******* (LMHC) failed because she could not hear me, although I could hear her. I immediately messaged her that I wanted to stop my contract. She replied that I should contact customer service. I did contact customer service requesting to opt out of my contract with them. They charged my credit card on 5/21/05, 5/28/05 and 6/4/05 for a total of $202.50. I want to be reimbursed for services I did not recieve. I am elderly (76 yrears ole), disabled stroke survivor and an ethnic minority.

    Business Response

    Date: 06/07/2025

    This has been resolved. 
  • Initial Complaint

    Date:05/31/2025

    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 had signed up for a one month trial with better help which was supposed to be a month to month service but they ended taking out $260 from my ****** account without my permission.

    Business Response

    Date: 06/07/2025

    This has been resolved. 
  • Initial Complaint

    Date:05/29/2025

    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 paid $90 per week for therapist. I made an appointment. The nobody was there and nobody answers emails.

    Business Response

    Date: 06/07/2025

    We're unable to confirm membership without an email address. We are unable to review further. 
  • Initial Complaint

    Date:05/28/2025

    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.
    I checked the balance on our *** account to find that there have been monthly transactions of ****** since August of 2024 equaling *******. I immediately contacted Betterhelp at 4 am central time to let them.know that myself or my husband did not open or authorize these withdrawals. We have no emails or contact confirming we purchased or signed up. The agent at *** had to ask for my email as my name was not in the system.

    Business Response

    Date: 06/07/2025

    This has been resolved. 

    Customer Answer

    Date: 06/10/2025

     
    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. 

    Sincerely,

    ****** *****
  • Initial Complaint

    Date:05/27/2025

    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.
    BetterHelp has continued to charge my credit card for 6 months after cancelling their services. They are impossible to contact, have phone operators with no knowledge of the business or where to contact their billing department. All communication is done through email and even those communications are done through automated messages. It is a suspicious industry that has only created frustration and anxiety for the customer. (a little ironic providing the fact that they are a "helping" service industry. ) Would appreciate full compensation for services that were never utilized.

    Business Response

    Date: 06/09/2025

    This concern has since been resolved. 
  • Initial Complaint

    Date:05/26/2025

    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 was suffering from deep depression. I reached out to better help. This is an online company.I scheduled an appointment but I was unable to join the conversation due to lack of technology savvy.I emailed the company and said I needed assistance. I never got it.I then asked for another counselor. A new counselor emailed me and again I was unable to log in to the companies technology.When I tried to schedule an appointment I was told I couldnt have an appointment until I filled out more paperwork. I wasnt able to complete the paperwork because of my state of ******** I am being charged for biweekly appointments that I am unable to partake in.Better help said no appointments until paperwork is completed. Again paperwork was not completed because it was more than I could do at the ******** can they keep charging me for services that arent happening?

    Business Response

    Date: 06/07/2025

    This has been resolved. 
  • Initial Complaint

    Date:05/15/2025

    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 betterhelp. I scheduled an appointment with a therapist for 5/14/2025 @ 5:30. I got onto the app at 5:33 and sent a message around 5:36. I never got a response so I sent another closer to 6. I didn't get a response until the following day and it stated after being 15 minutes late, appts are cancelled. I was NOT 15 minutes late and waited 30 minutes before I got out of the app. The first message I sent no longer reflects the original time sent of 5:36. It only shows the second one sent closer to 6 which makes it look like I was over 15 minutes late and I was NOT. I have since cancelled the subscription and want my money back since I did NOT receive services promised. I received absolutely nothing except a lying therapist tell me I was 15 minutes late. I have a witness to prove otherwise.

    Business Response

    Date: 05/22/2025

    Please ask that the individual respond to our response to resolve the concern. 
  • Initial Complaint

    Date:05/14/2025

    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.
    A phone call would be preferable but my name is ***** *****.I learned about the BetterHelp App from watching **** ******** on ***********. When I finally gathered the courage to seek therapy you were my first choice. I jumped right in and had my first session with the therapistI was matched with. The therapist was ok but not what I expected. I wanted and needed more and so I knew I would have to make a change. I also learned that ** is not covered by my insurance but I still gave it a try. It was my understanding that the therapy would cost me $72 per session. I had 1 session and realized the price and the therapist weren't for me. No harm no foul I thought and I finally got to try out your service. I didn't know that my app subscription was set up for or could even be possible for recurringpayments. I've learned this isn't the case for some of your competitors and I don't really need to know why this was done. I just want it undone. I came to BH for help with my crippling depression due to financialstruggles over the past 3 years. Since downloading the app I have incurred more stressful debt which is causing a new depression as I can't even work today due to these issues being unresolved.I agreed to pay $72-4/5/25 for my session and it was paid. Since then I was charged another $72-4/27/25, then $90-5/4/25, and another $90-5/10/25. I don't know how a mental health company can help treat financial depression by sending their patients deeper into debt. Since learning about the charges I've made 4 phone calls for assistance that only lead to someone on a hotline stating they can't help and can only take a message for someone to contact me back. I feel I am owed a refund in the amount of $252 for the 3 extra payments after one 45 minute counseling session. Please find it in your heart to do the right thing as it seems that resolution is hopeless. If I die then I guess we will all know what pushed me over the edge. To whom it may concern@BH ??.

    Business Response

    Date: 05/22/2025

    This has been resolved. 
  • Initial Complaint

    Date:05/12/2025

    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 am submitting this complaint regarding BetterHelps unlawful refusal to refund payment for services that were never provided, despite multiple attempts to resolve the matter directly.On August 3, 2021, I was charged USD $221.00 (NZD $316.89) for a BetterHelp subscription while residing in ***********. A session was scheduled for August 24, 2021, but I was unable to attend due to documented medical circumstances. No further services were delivered. Only a partial refund of $94.79 NZD was issued, leaving an outstanding charge of $222.10 NZD for services not received.BetterHelp has since refused to refund this amount based on an internal 12-month policy. This policy does not override consumer protection laws. As a New Zealand-based consumer at the time of purchase, I am protected under the Consumer Guarantees Act 1993, which requires that services be delivered with reasonable care and skill and that refunds be issued for non-performance. Under Section 32 of that Act, I am also entitled to compensation for consequential loss caused by the failure to deliver.This matter also raises concerns under U.S. law. BetterHelp is operating globally but failing to uphold its obligations to overseas consumers. The companys refusal to refund payment for undelivered services, especially when marketed to medically vulnerable individuals, may constitute a violation of the ************************ Act, which prohibits deceptive and unfair business practices.This is not merely a customer service issue; it is a breach of legal and ethical responsibility, and it reflects a troubling pattern of behaviour by a company providing mental health services to vulnerable populations.Resolution Requested:Immediate refund of the unpaid $222.10 NZD ($133.00 USD)Compensation of $2,000 NZD ($1,200 USD) for emotional and financial harm caused by service failure

    Business Response

    Date: 06/07/2025

    This has been resolved. 

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