By Shira Li Bartov
Staff Writer, Off-Platform
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The online therapy platform BetterHelp has come under fire on TikTok, where patients have described problematic experiences with their therapists.
BetterHelp, which provides direct-to-consumer mental health services via video, audio or live chat or text message, bills itself as "the world's largest online therapy platform."
The company has served nearly 3.5 million people and pulled $700 million in global revenue last year, according to Behavioral Health Business.
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BetterHelp has received positive reviews, earning 4.04 out of 5 stars from the Better Business Bureau along with an accredited A-rating. On Trustpilot, it has 4.7 out of 5 stars based on over 5,000 customer reviews.
Nonetheless, one hashtag on TikTok has triggered a firestorm over allegedly problematic providers.
On November 7, TikTok user @mojojojokes posed the question, "How many years do you think it's going to be before we see a true crime documentary about BetterHelp?"
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"I say four," she proposed, adding the hashtag #betterhelptherapyisascam.
The hashtag has been viewed 1.4 million times on TikTok, opening a floodgate to frustrated BetterHelp patients. In a wave of viral responses to @mojojojokes's video, patients described experiences ranging from unprofessional and uncomfortable to overtly triggering.
"I tried BetterHelp twice, I actually got a refund from them," said TikToker Lauren, or @oh_thats_lauren, in a video with 1.5 million views. "My therapist was 10 minutes late to our 10-minute meeting, our first initial meeting."
The patient said she shared a story that was "traumatic" for her, but the therapist failed to focus on her experience—and then repeatedly attempted to market her own book.
Lauren said she tried again, but her second therapist completely missed two scheduled meetings. After the second time, he allegedly texted an apology and said he was at his "other job."
TikTok user Adrianna Ford said she met with a BetterHelp therapist for three weeks before realizing that her privacy was compromised.
"As I log onto the video, she's talking to someone and then just stops talking, is like, 'Hey how are you, so let's get started,'" Ford said in a clip with 115,000 views. "I'm like, 'Someone is in there.'"
Halfway through the meeting, the patient said her therapist walked into a public office lounge, made popcorn and started eating while Ford was talking.
Yet another patient, Emeline O'Hara, issued a warning to her viewers in a video seen over 3 million times.
"Do not trust the BetterHelp therapists. They are so sketch," said O'Hara. "My one session with a BetterHelp therapist retraumatized me to the point where I don't know if I'll ever go back to therapy again."
O'Hara alleged the therapist was confused by her diagnosis of CPTSD (complex post-traumatic stress disorder), seemingly not understanding what the term meant, and expected the patient to describe the differences between CPTSD and PTSD.
"Kinda something I would hope a trauma-informed mental health professional would know," said O'Hara.
An influencer who runs a TikTok account called "The Wellness Diaries," focused on her eating disorder recovery, said her condition was worsened by a BetterHelp therapist who congratulated her on "all that weight loss."
"Deleted the chat, deleted the app and never advocated for myself again," said the TikToker.
Newsweek reached out to BetterHelp for comment.
The platform is no stranger to controversy. In 2018, a social media uproar arose over paid collaborations between BetterHelp and various YouTubers.
The professional YouTubers, who shared personal mental health struggles as part of their ads, faced backlash when it came out that they were paid for each customer who signed up for BetterHelp through their unique links—sometimes up to $200 per person. Online audiences and psychologists raised concerns that the YouTubers were profiting off their viewers' mental health issues.
CEO Alon Matas said the allegations "couldn't be further from the truth" in a statement shared on Medium.
BetterHelp has also been criticized for sharing data with Facebook, according to a Consumer Reports investigation, although Matas said that Facebook uses data from other apps "on an aggregated level, not on an individual basis."
More recently, the platform received negative attention when rapper Travis Scott offered one free month of BetterHelp therapy to survivors of the deadly crush at his AstroWorld festival. The move was criticized as "offensive" and "inadequate."
Update 11/29/22 1:11 p.m. ET: This article was updated with information from the Better Business Bureau and Trustpilot.
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