Examining BetterHelp 2025: Is the Online Counseling Services Beneficial?
In the realm of online mental health services, BetterHelp has found itself embroiled in a controversy surrounding data protection. The recent scandal centres around a 2023 Federal Trade Commission (FTC) settlement, which found BetterHelp guilty of sharing sensitive user information for targeted advertising between 2017 and 2020.
The FTC's investigation revealed that BetterHelp shared not only email addresses but also health-related characteristics, some collected during intake and others inferred from specialized services, with third parties like Facebook and Snapchat for retargeted advertising. This was deemed deceptive and a violation of consumer privacy.
As a result, BetterHelp was ordered to pay $7.8 million to affected users and is now prohibited from sharing any consumer information for advertising purposes without explicit user consent. The company must also implement a detailed privacy program, limit data retention times, and require third parties who received data without consent to delete it within 90 days.
It is important to note that BetterHelp clarified that the controversy involved advertising optimization data only; private clinical information such as therapy session notes, messages, or user communications with therapists were never shared with third parties.
However, the impact on user privacy is significant. Users seeking mental health support expect strict confidentiality and privacy protections. The FTC settlement highlights the risks of sensitive mental health data being exploited for profit through targeted ads, undermining user trust in online therapy platforms.
Despite the controversy, BetterHelp maintains a positive reputation with the Better Business Bureau (BBB), holding an A rating since 2015. Based on over 530 reviews, the average customer rating is 4.06 out of 5 stars.
Users report a smooth sign-up process, quick matching with a therapist, and easy access to them. Positive experiences with therapists, such as professionalism, empathy, and good listening skills, have been shared by users like "Rose" who had weekly therapy sessions for five months.
However, concerns have been raised about the company's policies, such as the process of extending a membership when a therapist goes on holiday, and the lack of warning before subscription cancellation, leaving therapists in the dark about a user's disappearance.
BetterHelp offers mental health services through live chats, phone sessions, and video sessions. The platform also provides a journaling option for users to explore their thoughts and feelings.
While BetterHelp only employs qualified and licensed therapists, the data protection lawsuit may deter some users from using the platform. However, the company does offer financial aid to those who need it.
In summary, the BetterHelp controversy has revealed misuse of sensitive consumer data for advertising, resulting in legal penalties and new restrictions aimed at protecting user privacy going forward. While the company maintains that therapy content remained private, the incident has raised awareness about privacy challenges in digital mental health services. Users seeking mental health support are advised to carefully consider their privacy concerns and check for insurance coverage before signing up.
- The FTC's investigation into BetterHelp revealed that they shared health-related characteristics, some collected during intake and others inferred from specialized services, with third parties for retargeted advertising, which was deemed a violation of consumer privacy.
- Despite the BetterHelp controversy, they maintain a positive reputation with the Better Business Bureau, holding an A rating since 2015.
- Users seeking mental health support should carefully consider their privacy concerns and check for insurance coverage before signing up to BetterHelp or similar online therapy platforms.
- The data protection lawsuit may deter some users from using BetterHelp, but they do offer financial aid to those who need it for mental health services.
