Is BetterHelp a Scam? Unpacking The Truth

Navigating mental health support has evolved with platforms like BetterHelp, a prominent online counseling service that links users with licensed therapists. Despite its mission to broaden access to mental health care, BetterHelp has faced scrutiny, especially following a controversy addressed by the Federal Trade Commission (FTC) concerning privacy and data handling practices. This blog explores BetterHelp’s services, its approach to security post-FTC settlement, its legitimacy amid concerns, and overall safety for users seeking online therapy for mental health improvement.

What is BetterHelp?

BetterHelp is an online platform providing accessible mental health services through the internet. It connects users with licensed therapists for a range of issues like depression, anxiety, and stress, offering flexible communication methods including messaging, phone, and video sessions. Users fill out a questionnaire to match with a therapist suited to their needs. BetterHelp caters to various groups with specialized services under different names, such as Teen Counseling and Pride Counseling. Operating on a subscription model, it allows for convenient and private access to counseling, making mental health care more accessible to those with barriers to traditional therapy.

What Is the BetterHelp Scandal?

The Federal Trade Commission (FTC) has announced a proposed action against the online therapy service BetterHelp, Inc. for mishandling consumers' private health information, particularly regarding mental health issues, and using it for advertisement purposes. This landmark decision surrounding the recent BetterHelp controversy requires the company to compensate affected consumers with $7.8 million and prohibits the company from sharing sensitive data with third parties for ad retargeting. This initiative marks the first time the FTC has provided restitution to consumers for the breach of their health data privacy.

Samuel Levine, Director of the FTC's Bureau of Consumer Protection, emphasized the betrayal of trust by BetterHelp in exploiting clients' private information for gain, highlighting the importance of safeguarding individuals' sensitive data against unauthorized use. The order also places stringent limitations on BetterHelp's future data-sharing practices, enforcing a comprehensive privacy program and demanding explicit consumer consent before any personal data is shared.

BetterHelp, a California-based company offering a range of online counseling services, is accused of breaking its promise to clients by sharing confidential data like email addresses and health information with platforms like Facebook and Snapchat for advertising, thus attracting thousands of new customers and generating significant revenue. Despite promises of confidentiality, the company's practices involved inadequate protection measures for such sensitive data, leading to the FTC's complaint.

Furthermore, this BetterHelp scandal includes accusations of the company misleading consumers and the public about its data-sharing practices, particularly in response to news reports in 2020 in which BetterHelp falsely denied allegations that it revealed consumers’ personal information, including their health information, with third parties. Since the disclosure of these infractions, multiple BetterHelp lawsuits have been filed.

The FTC's proposed order includes several corrective measures, such as requiring BetterHelp to ensure the deletion of shared consumer data by third parties and to establish a data retention schedule, reflecting the agency's commitment to enforcing privacy rights and consumer protection.

Is BetterHelp a Scam?

While searching for online therapy, some may come across discussions or concerns labeled under “BetterHelp scam”, questioning the legitimacy of BetterHelp's services. BetterHelp is not a scam; it is a legitimate online counseling service that offers access to licensed therapists and mental health professionals. Since its inception, BetterHelp has served thousands of individuals seeking mental health support. The platform operates on a subscription model, where users pay for access to therapy sessions conducted via messages, live chat, phone calls, or video calls.

However, like any service, it has faced criticism and controversy, particularly regarding its privacy practices and the handling of client data. For instance, the Federal Trade Commission (FTC) has taken action against BetterHelp for issues related to the sharing of consumers' sensitive health information without proper consent. Despite these controversies, the core service of providing access to mental health professionals for therapy sessions is legitimate and has been beneficial for some users seeking help, though reviews regarding the quality of therapy services are mixed.

It's important for potential users to research and consider their own needs and comfort with digital health services. Reading reviews, understanding the service's privacy policies, and considering the nature of online versus in-person therapy can help individuals make informed decisions about whether BetterHelp is the right platform for their mental health needs.

Is BetterHelp Safe and Secure?

BetterHelp faced scrutiny for sharing users' sensitive health information without consent, as highlighted by the Federal Trade Commission (FTC). In response to these concerns, BetterHelp is required to implement significant changes to its privacy practices, including ceasing unauthorized data sharing and reinforcing data protection measures. BetterHelp has committed to improving its practices by applying industry standards and striving for best practices to prevent unauthorized access and disclosure. Their platform is certified by HITRUST, indicating a dedication to high data security standards in the health industry.

BetterHelp emphasizes its use of secure technology to protect user data, including 256-bit encryption for messages, modern SSL browsing encryption, and encrypted, scrambled databases to safeguard against data breaches. Their infrastructure benefits from distributed servers across multiple Tier 3 AWS Data Centers, enhancing security and protection. With an experienced team of data security professionals and an Information Security team focused on anticipating and defending against threats, BetterHelp claims to employ robust security practices. These include continuous monitoring, alerting systems, and a 24/7 security personnel rotation, aiming to maintain the safety and privacy of user data.

Does BetterHelp Still Sell Your Data?

Based on the information provided and the actions taken by the Federal Trade Commission (FTC), it's clear that BetterHelp engaged in practices that compromised the privacy and trust of its users by sharing their sensitive health information with third parties for advertising purposes. This conduct, as outlined by the FTC, contradicted the company's privacy promises to its users, including assurances that such information would remain private and not be shared or sold.

The FTC's proposed settlement with BetterHelp, which includes a $7.8 million fund for partial refunds to affected customers and strict prohibitions on BetterHelp's future data sharing practices, indicates significant measures being taken to address and rectify these practices. The settlement not only requires an end to BetterHelp selling data for advertising or retargeting without explicit consent but also imposes requirements on the company to ensure the deletion of shared consumer data by third parties and to limit its data retention practices.

Given these developments, while BetterHelp has faced serious allegations regarding its handling of user data, the FTC's intervention and the resulting proposed settlement suggest steps are being taken to prevent such practices in the future. This includes a clear directive for BetterHelp to honor its privacy promises and to obtain explicit consent before sharing any health information, indicating that, moving forward, BetterHelp is subject to stricter oversight and must adhere to more stringent privacy standards to rebuild trust and ensure the safety and security of its users' data.

Can Anyone See Your BetterHelp Journal?

According to BetterHelp, your journal is designed to be a private space where you can express your thoughts and feelings freely. Only you and your assigned therapist (if you choose to allow them to) have access to what you write there. BetterHelp continues to emphasize the importance of confidentiality and privacy in its services, ensuring that the information you share in your journal is protected and only visible to you and the therapist working with you.

Concluding Thoughts on BetterHelp

BetterHelp, while promising to democratize access to mental health support, finds itself in a web of skepticism, primarily due to past privacy missteps spotlighted by the Federal Trade Commission (FTC). Despite the platform's efforts to amend these breaches and bolster user data protection, questions remain about the efficacy and safety of entrusting one's mental health to an online platform. As individuals explore the options for mental health assistance, a discerning look at BetterHelp’s commitment to rectifying past errors, alongside a critical evaluation of its services, is vital. This scrutiny is important for those contemplating the leap into online therapy, ensuring that decisions are made with a clear understanding of potential benefits and pitfalls.

Compass IT Compliance stands at the forefront of the information technology (IT) security sector, specializing in comprehensive audits, stringent compliance assessments, and robust security solutions, thereby enabling organizations to secure their most critical data assets. Our principal objective is to foster enduring partnerships with each of our clients, assisting them in cultivating a security-oriented culture within their organizations, whilst ensuring continual compliance with a spectrum of federal, state, and industry-specific regulations.