Regain

Regain/Better Help has TERRIBLE customer service. Our therapist had to cancel three different sessions so I was directed by the therapist to notify Regain so I would not be charged. At one point, they “extended” my contract for two weeks but continued to withdraw monies from my account. Through a series of emails and being redirected to multiple incompetent customer service representatives, the issues were still not remedied. The customer service team refused to follow through on the credit and later stated “it’s a weekly membership program”. So regardless of whether your therapist cancels or they “extend” your contract, you pay for the service. Customer service is slow to respond, and there is no way you can speak to a real human via telephone. I do NOT recommend the Regain/Better Help platform. I was able to locate my therapist via private practice and it is much cleaner to work with directly and have my insurance billed. Regain has the worst customer service of any professional platform I have ever worked with.

Better Help was a nightmare. They took my $360.00. They gave me a few counselors suggestions, that were totally unrelated to me. It is as though they are trying to push therapists , who need clients and never ever read the info that the customer submits. I asked for an adult lesbian therapist, the list provided had none. I emailed ask asked WTF. They said ok we all try again..... yup no lesbian therapists. Really, really, none in your supposed large data base. ??? They agreed to refund my money, but I have yet to see it . They are thieves and frauds. Stay away

I moved my whole schedule to have my first session today and it was cancelled at 1.5 hours notice. I am extremely unimpressed. People have work, children and very busy schedules. I am put off by this and do not wish to invest my money into a counsellor who can simply cancel. People sign up to this with the need for assistance. The next available appointments were 10 days away. NOT GOOD

Great experience! Can’t have enough good works about the platform! Therapy with licensed therapists at times that suitable for your needs.

My husband and I carved this time out of our schedules for this session. The therapist never showed up. I refreshed the page. Then my husband tried twice on his computer, because, well, I must not know what I am doing despite the pre-meeting computer test. I sent a message. No answer. If anything, you've sunk us lower than we were.

Wish I could give 0 stars. I did not sign up for any plan or membership at any point I was just looking through their website and started filling out the questionnaire but I never finished it! Suddenly they emailed me saying they had a therapist signed for me and I emailed saying that I am still looking into my options. Then they informed me that I have a plan that costs. This cannot be legal. It was never mentioned nor did they ask for a credit card information or gave a price for service that would even indicate that you have signed up for a plan. They should be sued for this type of false information.

For me it is a fraud!!! first it is not clear that it is a membership where if you do not book a session the cost is still charged second they promise messaging with your therapist 24/7 and she never answered us and we only texted her two time in emergency again when I asked for explanations both to our therapist and to customer service they bounced each other off and then stopped answering and the therapist advised me to go to couples therapy sessions in person , if I could I would never find myself in this horrible situation Be careful do not use this platform

My therapist was awesome. Payment system is horrible. Even if you don’t have a session scheduled they withdraw money from your account without any authorization. I have no sessions scheduled yet they took $130 out of my account. Then they say they CAN’T refund it. Like they don’t have the tech. Unable to. Not that they don’t want to that they CAN’T. Your customer service said they CAN’T do refunds. CAN’T. Two days ago I received an email saying that if I cancelled my membership I could get a refund. I immediately went into the app, cancelled my membership, replied to the email saying I cancelled my membership…NO REPLY AND NO REFUND!!! Thursday 12:44pm. Refund received 52 minutes ago. Thank you

My first therapist was unresponsive and never showed up on several occasions. Then, I switched to another therapist and she didn’t say much at all during our sessions. It wasn’t helpful at all.

For us Regain has been a life saver and absolute game changer. Being able to afford and be in the comfort of your own home to take therapy from qualified therapies is really something. We had weekly sessions (important to keep the momentum) for around 10 months and have made so much progress we currently achieved our goals. Yet thanks to the work and feedback we continue to apply and grow. Thank you BetterHelp and I have already recommended it to my friends. It has also allowed us to be more open about this tabu topic (especially in Europe). Thank you again!

Booked for couples therapy to try to save my marriage and family life. original therapist never responded at all! So i requested a new one and weeks later was matched with a new therapist (Julia S) cancelled last minute for her own health reasons and then didnt contact us again for over 3 weeks when I had asked if she was feeling better. When i tried to rearrange i heard back after christmas, by which time my husband had decided he didn't want to try couples therapy anymore, I contacted regain to request a refund, to which they agreed in emails response as we had not used their services at all. I responded to their email to confirm I had followed all the steps they had given to cancel my direct debit and let my therapist know we were not continuing (interestly she responded to that) That was 3 weeks ago, I've sent 3 chaser emails on a weekly basis and am being ignored. I will be taking the matter further as I have it written in black and white and this is adding further stress to my already overloaded stress and depression levels and a failing marriage that I was trying to save, Not to mention i had paid 4 installments of £260 whilst this was ongoing so have spent over £1000 and recieved nothing in return. They are very clearly only interested in your money and causing further disruption and chaos in an already fraught and dismal situation.

Important review for those who fear or suspect they are in an emotionally and verbally abusive marriage! I am dividing this review into two parts: the first, in regard to the counselor, and the second concerning specifics to my situation. The counselor was approachable and good natured. I felt that even though the sessions could stray that she brought matters back to the center by the end. She asked us both critical questions I will always remember. However, in my case, I was being advised by my family, friends, and personal therapist that I was in an emotionally and verbally abusive relationship. I found session after session the counselor let my partner drive the narrative and control the time. When one is afraid to be open in counseling because they know that following the appointment any honesty or vulnerability will be re-litigated and invalidated by their abusive partner, they will speak less. I was surprised that when any incident was described by my partner I was never asked for my perspective or experience. Priority was always given to my partner, and I was rarely given an opportunity to add clarity or dimension. Part of the problem probably lies in the fact that much of communication is non-verbal and being online, the Regain platform stifles this critical facet to understanding relationship dynamics. I would leave it at that, but after meeting individually with the counselor and blatantly expressing my concerns about my partner’s actions, threats, and behaviors the sessions continued much the same. Fortunately, I came to my senses and ended the marriage. I think if my marriage didn’t involve the problems of control and abuse the counselor could have been good otherwise. However, with this issue, I found every session a vicious cycle that prolonged the abuse. As a final note to anyone who is looking for marriage counseling but fear/suspect they are in an abusive relationship. I strongly advise the following: 1. Go to in-person counseling. Regain and other online therapy companies are innately hampered in helping with this problem. 2. If the counselor fails to address your reluctance to speak and give adequate space, find a different person as soon as possible. Never accept that you should feel the sessions are a referendum on only you, but on an ‘us.’ 3. Do not allow the sessions to go on for many months if the same patterns occur and your partner’s behavior remains unchanged. 4. You may just have to fight tooth and nail to have your voice heard.

My partner and I loved our counsellor, but after facing relationship issues, we decided to end our relationship. Following this, I contacted Regain to request a full refund of £180. I also noted that if a full refund wasn't possible, we’d like to use the sessions for personal development instead. After numerous emails, in none of which was it mentioned that we’d receive only a partial refund, I was refunded for only half the amount. While we had entered a new billing period, we had requested—and been granted—an extension of 14 days to book all our remaining sessions under the original payment. This led us to believe that the next two sessions would be included in the initial payment, leaving the second payment eligible for a full refund. The lack of transparency around this was infuriating. Not once was it explained or hinted that we’d only receive a partial refund, reinforcing our expectation that the full amount would be refunded. This experience has been deeply frustrating. Instead of using the money for growth and personal development, it’s been pocketed by a company that clearly lacks any commitment to transparency, particularly during a vulnerable and emotional time for its customers. Their refusal to explain why this wasn’t disclosed in prior communications only highlights their lack of accountability. The irony of offering couples counselling while operating in such covert and undisclosed ways is staggering.

The absolute worst service I used.

We were matched with an excellent therapist in our requested areas of experience. And the online connection was so convenient and streamlined for getting the practical help we needed as a busy married couple with little kids.

I really wanted to talk to someone. I thought I was being responsible for my own wellbeing. I was sorely mistaken. This organization doesn't care about me. I can't even get a refund even though I paid and unsubscribe the same day. I changed my mind quickly once I realized that my therapist doesn't care. She doesn't even want to talk to me. I paid over 50$ for nothing. If you're wealthy and can waste money and time, then sure you can use this. But I needed to talk to someone and regain couldn't care less. Con job.

Through Regain, my husband and I have been able to access therapy much easier and quicker than with traditional counseling through our insurance provider. We are able to choose from a great list of providers and switch at any time. The therapist we’ve chosen has been a great help in navigating our relationship and I’m so thankful that Regain exists to help. Regain and BetterHelp have both been great tools for me on my therapy journey.

Shocking customer service, for the first week they offered a therapist who could only offer times at about 9am which are no good for anyone. The site said to speak to the therapist to reoslve it which I tried to do and eventually I heard back I would need to get another. No problem, a week later we have a new therapist who seems very nice and helpful in our first session, but then the next session he never showed up to? No communication at all with him, and Regain said we wouldn't recieve any money back unless we cancelled our memebership and quit? We wanted our money back for the weeks we hadn't had sessions and to just resume when he was back which didn't seem to me to be a very tall order?? We wanted to keep attending therapy but by the time we heard back form our therapist we had three weeks of payments in which we haven't had any sessions, and the support team seem unable to assist unless we cancelled our account totally. I then asked if we could cancel, get our money back, and then sign up again with the same therapist and it has gone quiet - terrible customer service.

I was doubtful about online therapy, but it's actually been great. My partner and I both feel connected to and supported by our counsellor. The platform is affordable, and immediately accessible, which were both paramount in our decision to join Regain.

Our counseling sessions with Carolyn have really helped my husband and I understand each other, and communicate, in a way we couldn’t before. So thankful.