GoodTherapy.org LLC

Mr***
We apologize for the frustration that you encountered cancelling your account with GoodTherapy.Org, and we are also very sorry you had trouble connecting with our support team
Firstly, I want to assure you that we will do everything we can to address your concerns and make this right
with youYour account was cancelled on December 30th, and we have processed a refund for $149.70, which is the total amount you were charged after the call you placed with us on June 15th
Secondly, I want to let you know what our records show happenedWe received a call from you on June 15th, and, according to our agent's notes, you requested information about your options, including cancelling, but did not request to cancel your account at that timeIt sounds like this was a misunderstanding and I apologize for our part in the miscommunication
We then sent you a summary email after that conversationThis email included a description of your options and also let you know that your account had not been cancelled and that billing would continue on July 3rd unless you took additional actionAgain, this was based on our agent's understanding of what you were requesting, not an effort to prevent you from cancelling your accountWe did not receive any further communication from you requesting to cancel your account until December 30thUpon receiving your voicemail on that date, we promptly cancelled your account and sent you email confirmation of its cancellation
One of the ways we differentiate ourselves from other online therapist referral services is our responsive and available member support teamWe make every effort to respond to emails within one business day, and it is rare that we fail to meet this goalWe are also available by phone, although I am aware we were less available than usual on December 30th due to the holidays, which is why your call went through to voicemailI am truly sorry to hear that your experience did not reflect our commitment to excellent and responsive customer service
Our records show that we have responded appropriately and promptly to every phone and email inquiry we have received from you, but please let us know if there are other inquiries you have made so that we can look into them and take any necessary actionGiven that it sounds like our agent misunderstood the request you made in your initial call, we have issued a refund for the full amount you have been charged since then
I hope this provides a satisfactory resolution for youPlease do not hesitate to get in touch with me directly if there is anything else I can do
Greg C***
Support Team Manager
Goodtherapy.org
888-563-ext*