Before I was even matched with a therapist: Client says BetterHelp asked for card details at signup, then debited all of his money

A user on TikTok sparked the discussion after claiming that BetterHelp withdrew all the money from her account before matching her with a therapist.

For context, BetterHelp is a service that connects clients with licensed therapists.

While the concept sounds good in theory, in practice, users have reported a mixed bag of experiences using the service.

The therapists complained of low pay for those working with the service and accused the company of client baiting and trading by using information about unaffiliated providers to get new clients (a practice the company has now stopped), while clients have scoffed at the allegedly poor care from therapists on the platform.

Now, another TikTok user has shared their experience using the service, garnering the attention of over 280,000 viewers and numerous commenters.

@chronichailey Thanks to @BetterHelp for ruining my day!!! Now I won’t be able to afford the rent thanks to you guys. Fix it! If this is a universal experience, you greedy dodgy people should be ashamed! #storytime #fyp #betterhelpreview #horrorstory #thanksfornothing #badbusiness #consulting #broke original sound chronically i

According to TikTok user Hailey (@chronichailey), she signed up for the service after unsuccessfully searching for a therapist for several months.

I thought it was a great idea to try BetterHelp, remember. It wasn’t a good idea. It was the worst idea.

Hailey goes on to say that she entered her card information when she signed up, assuming she wouldn’t be charged until she found a therapist. Sadly, this was not the case.

Tell me why they took all my money. All. It’s gone, Hailey says. Hailey then claims that the website said she would not be charged until she found a therapist. Instead, she was charged the full amount upfront, making it difficult for her to pay the bills.

End the video by notifying that viewers don’t support BetterHelp.

Each person’s experience is different, but, no, he claims. If they will, just don’t.

While Hailey says the BetterHelps website says you won’t be charged until you find a therapist, the language varies depending on where you look on the site.

In the site’s FAQ, the company says, Your subscription period begins when you’re matched with a therapist. Since the company may charge on a weekly basis, it may mean that you are initially charged for a membership for a certain amount of time, but that membership only begins after you’ve matched with a therapist.

However, in a blog post they claim was updated in March of this year, the site reads, the BetterHelp platform doesn’t load immediately. You will not be billed for services until you are matched with a licensed mental health professional with whom you can work throughout the talk therapy process. Since Hailey hasn’t been matched with a therapist, this post would suggest that she’s been incorrectly billed.

Payment seems to be a common point of contention for novice users. Several Reddit threads have surfaced with issues related to the topic, with some closely mirroring Hailey’s story.

Hailey later posted an update saying BetterHelp ended up refunding her money.

@chronichailey #stitch with @chronicallyme Glad the issue is fixed but Better help still messed up lol. It does state on their website and email that you will not be charged until you have been matched with a therapist but my statement says I was charged 5 minutes after signing up! I wasn’t even advised of one until an hour after I found out about the charge and canceled my membership. Lol I guess now I have enough history but still no therapy #fyp #storytime original sound chronicallyme

That said, Hailey still cautions against using the service.

Glad the issue is fixed, but Better help is still messed up, she writes in the caption. It does state on their website and email that you will not be charged until you have been matched with a therapist but my statement says I was charged 5 minutes after signing up! I wasn’t even advised of one until an hour after I found out about the charge and canceled my membership.

Commenters on both videos shared their skepticism about the service.

I haven’t heard anything good about that company, one user shared. I’m so sorry this happened to you.

Yes Betterhelp is the worst added another. I work for a call center and whenever I get calls from Betterhelp, it’s always people asking for refunds because of how bad it is.

better help is the worst, said a third. they said i could find a non religious therapist since i have trauma related and they gave me a therapist who is a pastor.

The Daily Dot reached out to BetterHelp via email and Hailey via a TikTok comment.