AT
I have now been charged twice for…
I have now been charged twice for separate weeks in which I did not receive therapy. I asked for a refund for only one of those weeks through email and phone call. Both times I got the seemingly automated message that they would get me a credit. This did not solve the problem of my bank account being overdrawn. I let them know that I would be discontinuing my services if they were not willing to work with me. The only response I got after that was a link to the cancel membership page. It's a shame because I was committed to weekly therapy and I really liked my therapist. The platform, however, is terrible and the assistance is equally bad.
Response from BetterHelpApr 3, 2025
Hi AT, Although we try to be as clear as we can on the payment page that you're committing to a weekly membership plan and billing structure, we can always help extend a membership to allow for more time to make use of your service as a paying member. Especially if you were not clear on the billing process upfront and haven't utilized the service the way you had hoped in your first few weeks. It sounds like you were seeking a refund as opposed to an extension, which we typically only provide for unused time after cancellation. That being said, our management team can work with you to find a different solution that works best for you. I've requested more information from you through Trustpilot (please just provide the email address linked to the account) so we can follow up with you directly to get this sorted out.