TalkSpace Office

Talkspace is an online therapy service where for a subscription fee a customer gets to have a private 1-on-chat room with a licensed therapistThis customer started a $monthly subscription in February They used a $off coupon we provided, and they were only charged $for the entire monthThey were then matched with a therapist and they used our serviceWe provided them with a private chat room with a therapist who was licensed as an LPC"Licensed professional counselors (LPCs) are master’s-degreed mental health service providers, trained to work with individuals, families, and groups in treating mental, behavioral, and emotional problems and disorders." When the customer requested to cancel prematurely, the therapist offered her a variety of solutions including switching to scheduled realtime sessions, at no additional costThe customer declinedAs it states in our Refund Policy, refunds for premature cancellations are generally not granted, unless unique or legal circumstances dictate the reason for the refund requestThe therapist was still available to the customer throughout the time that they paid for.Talkspace provided the service that we advertised, and the therapist offered her solutions which she chose not to acceptAnd we adhered to our policies which are available for the public to view on our website

Revdex.com:
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,
*** ***

Hello ***,We're very sorry to hear you had issues cancelling your account with usWe're going to make sure your account is officially cancelled and have already issued a refund for $back to your accountPlease allow for 2-business days for this to processThanks again for your patience
and please don't hesitate to reach out to us directly if you have any additional questions or concerns

Talkspace is an online therapy service where for a subscription fee a customer gets to have a private 1-on-chat room with a licensed clinical therapistThis customer is not a new customerThey have been with us before, from July *** to August ***, and had a very positive experience with usOn
September ***, the customer returned to speak with her therapist about an issue she was havingSo, the therapist offered the user a special 50% off promotion in their chat roomAs the customer states in the complaint, the therapist wrote, "If you are interested in therapy again, I can let customer service know because I want you to get the half off special for returning clientsI can do this if you are going to use the same form of payment on fileOr, if you want to contact customer service that would be ok, too if you are going to use a different form of payment." "It will be $for the first month." To which the customer replied, "Yes that's fine thanks." Furthermore, the customer wrote to us on September ***, complaining, "I haven't gotten a reply" and that she "needed help over the weekend and today." She was clearly wanting therapy to take place, and for that to happen the customer (who again, was not a new customer) was fully aware they would need to pay for itWe say all this just to demonstrate to other customers who may be reading this, that Talkspace is not at fault hereHowever, that being said, out of good faith to this customer we are going to refund this charge of $that the customer wants backThis customer filed a chargeback as well, and we will use that to return the moneyIn closing, and again this is for the benefit of other customers who may be reading this, we would like to share the review this customer left for their therapist: "*** is a great intellectual therapist who is compassionate, attentive, understanding and responds usually the same dayShe is non-judgmental and has helped with me with the grieving process with the (we removed this part because she states her issues)I recommend her without reservation!"

The business has responded Please see below:Hello Revdex.com, Thank you for contacting the *** Help DeskWe've received your query and will respond as quickly as possibleWe will respond to most queries within the same business dayWe will do our best to respond
immediately, but sometimes the best way to get fast help is to check out some of our most frequently asked customer support inquiries below: How Does Talkspace Work? Talkspace is here to provide help and advice for anything including relationships, health and depressionTalkspace is a therapy service where you can chat privately with a licensed therapistAt Talkspace, you can log on on whenever you want and share your experiences with your therapist when they are fresh in your mindYou do not have to wait a week to remember what to talk aboutYour therapist will follow a schedule and respond to you with digestible doses of therapyTo begin, go to ***, type your question in the blue box, and click "Chat With A Therapist Now." They will chat with you long enough to give you a good idea of what the private chat can do and help you to select a therapist and discuss payment options with youAll of our subscriptions are automatically charged each week, month or quarter depending on what you choose and can be canceled any time! How can I reset my password? You can reset your password by clicking on the "forgot password" link below: - Please verify the email address entered is the same as the one used to sign up with Talkspace (please check for spelling and punctuation) - Go to *** - Enter the email address used to sign up - You will be sent an email with instructions on how to reset your password How do I make changes to my Talkspace account? You can do the following through your account page: Change the email address on file Update payment info Request a new username Cancel your account Request another primary therapist Change your subscription Place your account on a day hold - Login through our website directly at *** using a web browser - Find your username located on the top right corner of the screen - Click on it and scroll down to 'My Account' - On the My Account page you will see options to change your account information, cancel your subscription, put your subscription on hold, change your subscription or change therapistsWhat do I do if messages are not being sent / received when I'm using the Talkspace app? This issue is usually caused by a poor internet connectionPlease try to following steps to resolve: - Check the internet connection strength - Log out of the Talkspace app completely - Log back into the app This will force the room to refreshPlease let us know if you are still experiencing problems on the app and we will investigate this further with youIn the meantime, please log into your chat room directly via our website at ***Where can I ask questions regarding joining Talkspace as a therapist? Please click on the link below and fill out the initial application to the best of your abilityYou will have the opportunity to ask a member of our clinical team any questions you have when they respond to your application: *** We hope this is helpfulAnd again, thank you for contacting usWe’ll be getting back to you as soon as possible! Sincerely, The Talkspace Team

*** signed up for service on July **, and then automatically renewed on August **, and September **, The customer put their account on hold on October *, and on October **, emailed support to address their September **, renewalAccording the October **, email *** stated that she
was just charged for another month even though she suspended her account (Example A). Support replied to her email on October **, to confirm that her account is on a 30-day hold starting October *, and that the September charge would be refundedIn the same email, support also mentioned that her account will unfreeze on November *, that she will be charged on that date and will be able to continue using the service(Example B) *** replied on the same date to express her thanks and appreciation(Example C). No changes were made or contact received until January *** was charged on November *, December *, and January *Her second contact to support was on January **, to request another refund*** stated she canceled some time ago and would like a refund on the January charge(Example D)On January **, Support replied to *** confirming that her account was not canceled and provided her with instructions on how to cancel.*** read the instructions on how to cancel, and replied on January **, to let us know that she was assured of cancelationUnfortunately no confirmation of cancelation was ever provided to the customer or support. As a resolution - *** received a refund for renewing in September, when her account was initially placed on a 30-day hold*** was also refunded for her most renewal in January, since termination was requested in the middle of her January billing cycleSupport replied to ***'s January **, email to inform her that she was refunded for January, but a refund for November, December was not approved since she was clearly made aware of when her account will unfreeze / renew weeks before her November renewal (Example B).More information regarding billing, the hold process and the refund policy can be found on the Talkspace FAQs: ***
Q: How am I billed?A: You are initially charged on the first day you join TalkspaceYour plan will renew exactly one month from your first day or your last renewal.Q: What is the refund policy?A: Talkspace is committed to offering everyone the best possible experience with our platform and therapistsIf you’re ever not satisfied, you can request a new therapist through your account settings.Talkspace acts as a conduit to arrange professional services, and those services are paid to the therapists through their Therapist Agreement with TalkspaceGenerally refunds for unused time are not granted because the therapists charge for time that is scheduled to be used, much like other medical professionalsHowever, customer service reviews refunds on a case-by-case basis in conjunction with the therapistsWe make accommodations if unique or legal circumstances (medical, death, disability, court orders, etc.) dictate the reason for the refund requestIf a refund is not granted, usually we are able to make accommodations some other way such as a credit for future service.If there is something you believe we could do differently to improve your Talkspace experience, please let us know by contacting us at ***

Hello ***, We're very sorry to hear you've had a bad experience using our platform! I've escalated your concern to the support team and they are going to take care of this request for you right awayOur sincere apologies for any inconvenience our delay in response may have caused you
If you have any additional questions please don't hesitate to reach out to us directly at ***. Warmly,Talkspace Customer Care

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID 10525797, and find that this resolution is satisfactory to me and the matter has been resolved.The company was able to quickly resolve the outstanding issues and the unanswered messages once the Revdex.com complaint was filed
Sincerely,
*** ***

We are happy to let you know that this is being resolved to the customer's satisfaction. We have requested that our payment provider refund this disputed payment to the client. Thank you.

Hello, please have your daughter email our Customer Service team at [redacted], or call our messaging service at ###-###-####, and they would be glad to help you with that. You stated that your daughter began just a few days ago, so it shouldn't be a problem to get a refund if she...

contacts them right away.

Hello Revdex.com,We are happy to let you know that this issue was resolved to the customer's satisfaction on November [redacted], 2015. The customer was given a full refund. The reason the customer could not reach us by phone was because our offices were closed for the national Thanksgiving...

Holiday. Our answering service took his call and we were able to resolve it when our Offices opened again. Please let us know if there are any other questions or concerns. Thank you,Talkspace

We're happy to let you know that this issue was resolved to the custom's satisfaction. To cancel with Talkspace, a customer just needs to go through the self service wizard on their own online account page. This customer did not do that, and as a result continued to be renewed. Our clinical team...

investigated the matter, and refunds were granted and processed. Thank you.

Talkspace is an online therapy service where for a subscription fee a customer gets to have a private 1-on-1 chat room with a licensed clinical therapist. This customer signed up on October [redacted], 2014 and began sessions with one of our therapists that day. Then the customer complained about their...

therapist on October [redacted]. To try to resolve the situation we immediately notified our head therapist, and we switched the customer to a different therapist that same day. Then on the [redacted], the customer sent a complaint about the second therapist also, even though that therapist said that their conversation had not even begun. The customer had not responded to her at all. The customer also began complaining at that time that they had been overcharged. (We have several different plans to choose from, but the customer had opted for our quarterly plan, which is $19/week of Unlimited Messaging Therapy paid quarterly, or $228.00 per quarter.) That same day the customer filed a chargeback via [redacted] and then a Revdex.com complaint the following day. We did not fight the [redacted] chargeback, and the customer has been refunded their money via [redacted]. We have done everything we can to try to help this customer.

We're happy to let you know that this issue was resolved to the customer's satisfaction. The customer was sent the refund they requested, and we also gave them the option of finishing out the month at no additional cost.

Hello [redacted],Sorry that our plans are unclear. The Billing Dept has confirmed that they have cancelled your subscription and you have been refunded the amount of $96.93. It will take within 2 to 3 business days for the amount to appear back in the account.Please let me know if you have any further...

questions.Thank you,EricTalkspace Customer Care

This customer did alert us about the issues she was having with the landing page. The customer was given a discount off of a weekly subscription, which she did use on March [redacted]. Many of our other customers have been able to use the landing page with no problem. This complaint is resolved.

Talkspace is an online therapy service where for a subscription fee a customer gets to have a private 1-on-1 chat room with a licensed therapist. This customer started a $99 monthly subscription in February 2015. They used a $25 off coupon we provided, and they were only charged $74.00 for the...

entire month. They were then matched with a therapist and they used our service. We provided them with a private chat room with a therapist who was licensed as an LPC. "Licensed professional counselors (LPCs) are master’s-degreed mental health service providers, trained to work with individuals, families, and groups in treating mental, behavioral, and emotional problems and disorders." When the customer requested to cancel prematurely, the therapist offered her a variety of solutions including switching to scheduled realtime sessions, at no additional cost. The customer declined. As it states in our Refund Policy, refunds for premature cancellations are generally not granted, unless unique or legal circumstances dictate the reason for the refund request. The therapist was still available to the customer throughout the time that they paid for.Talkspace provided the service that we advertised, and the therapist offered her solutions which she chose not to accept. And we adhered to our policies which are available for the public to view on our website.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]