Reviews

This profile includes reviews for Talkspace's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Talkspace

  2578 Broadway # 607 New York, NY 10025-5642

  
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  Talkspace

  254 W 54th St Fl 13 New York, NY 10019-5516

  

Review Details

• Review fromBarbara G.

  Date: 08/11/2022

  1 star

  Barbara G.

  Date: 08/11/2022

  Between January and July 2022, Talkspace overcharged me $693. I was charged for 27 sessions but only allowed or given credits to book 20 sessions. As of this writing, Talkspace has stated they will refund me $198 within the next 4-5 days. I am not holding my breath. Talkspace will charge you for all of your sessions regardless of whether your therapist has availability. For example, if your monthly plan is for four sessions and your therapist only has one opening all month, you will still be billed for four sessions. If you attempt to reschedule a session, even more than a week in advance, Talkspace will allow you to cancel but not reschedule the session even though you have paid for it. On two different months I was billed for four sessions but only allowed to book two sessions even though my therapist had openings. These are not problems with the therapists but rather problems with the platform and administrators. I am a private pay client. My insurance does not cover Talkspace. It is worth mentioning that my therapist states that it is only her private pay clients that seem to have these billing issues. That is because no insurance company would stand for these illegal charging schemes. There is no Talkspace customer support phone number, for clients or for the therapists. You can file a ticket but it generally takes weeks to get a reply and it almost always does not resolve the issue. Even my therapist's emails to Talkspace support on my behalf go unanswered. My therapist has been terrific but I can no longer continue to allow this company to over **** me for services they are not providing.

  Talkspace

  Date: 03/13/2023

  Hi there, 
  
  
  
  I apologize for the delay in responding, I want to let you know that I understand how frustrating your experience with Talkspace was. I want to assure you that we are actively taking actions to try to improve the customer service experience that people are having.

  
  

  I understand how negative your experience with Talkspace was, and I want you to know we are constantly working to improve our service. I will be forwarding your review on to the proper teams so we can investigate adding live support in the future

  
  

  If there is anything I can assist with please don't hesitate to reach out to me at *****************

  Barbara G.

  Date: 03/13/2023

  Today, seven months after I posted this review, I received a pretty general non-specific reply from [email protected]. No phone number of course. No author's name of course. It basically said "Sorry you are unhappy. We are trying to improve things. You can write to me at [email protected] for further input." Nothing about how they plan to rectify their criminal practices with private pay clients. I hope that their criminal actions (fraud) are eventually rewarded with criminal prosecution. I have pretty much given up any hope of getting back the money I paid for services never provided. Beware, do not use this company!

• Review fromJason C

  Date: 08/03/2022

  1 star

  Jason C

  Date: 08/03/2022

  Signed up for Talkspace as the Company had a Employee Assistance program through my spouses work. The allowance through the employee assistance program is for the employee and family (i.e. spouse and children), and the coverage was processed through my spouse work, free out of pocket. We thought it was a great program. We were grateful that Talkspace was there to help people. Well, we were wrong. We signed up using the employee assistance program link, and putting in the correct insurance through Talkspace. Everything was verified, and we were given the green light by Talkspace to sign up for therapy. Having severe anxiety, OCD, I (myself) was grateful. After, I signed up, had one session. That was it. After I attempted to book another session, the ***** Talkspace kept telling us it could not "verify," coverage. Once, we submitted a ticket and sent multiple photos of the errors, all we received was another "ticket," (i.e. reference). (x13 total reference numbers, with no help). After one month, no luck. We were running in circles. Talkspace has no live chat, no (800) number, no customer agents to talk to on the phone. Then, I received a EOB from my insurance, not my spouses. My insurance was not connected, not authorized, no given to Talkspace at all, but somehow I was billed for the 1st session (supposed to be free through employee assistance of my spouse) with insurance that was not connected to Talkspace. I had to call my insurance and file a claim for "unauthorized claim," on my insurance. My insurance is reaching out to Tallkspace for this. This is a big no-no. This company has created more stress, and anxiety than helping. Very unethical. If you are going to have these programs, they need to be worked out before having commercials, and ads all over the internet.

  Talkspace

  Date: 03/13/2023

  Hi there, 
  
  
  
  I apologize for the delay in responding, I want to let you know that I understand how frustrating your experience with Talkspace was. I want to assure you that we are actively taking actions to try to improve the customer service experience that people are having.

  
  

  I understand how negative your experience with us was, and I want to assure you we are working every day to improve our service. I have forwarded your feedback to the appropriate team to see if we can add live support in the future. 

  
  

  If there is anything I can assist with please don't hesitate to reach out to me at *****************

• Review fromApril B

  Date: 07/19/2022

  1 star

  April B

  Date: 07/19/2022

  Im a counselor at talkspace, and heres an email I just sent in to customer service. Consider matching client to therapists through another filter option. I only offer text, so I have been asked to stop accepting new clients as your platform wants therapists who video and phone as well. I have complied with that request. I ask you (again) to consider allowing therapists to offer only what modes of therapy theyre best suited to, and allow clients to match with therapists that match their requirements. My score would be a 4.9 or 5.0 if people were not scoring me based on communication variety offered. I am currently at a 4.5. This is evidence that I offer therapy that many clients find helpful. I usually have 50+ playing clients at a time, and around 30 of them are usually engaged at a time.Not all therapists like texting and that will be reflected when they are matched with clients who only want text. I am an avid reader and writer. I best serve clients who are in homes where they do not have the privacy to speak freely, (such as battered women and young adults living with abusive parents, and single parents who cannot afford a babysitter during therapy) clients who have very limited time with inconsistent hours such as health care workers, and clients who have high anxiety about video chat. Some clients simply prefer writing. You are serving their needs in a way by requiring all therapists to to offer text, but I believe their needs would better served by offering therapists who prefer to text, as opposed to begrudgingly conforming to your rules. I also wonder about the bias involved in not allowing text-only therapists to work with you, as that pushes single mother or single caregiver counselors out of the network. Many of us cannot afford a babysitter. This is both a poverty bias, and a sexist standard to keep single mothers out of the workplace. Since text became a legalized form of therapy during the pandemic, this might be something you want to consider.

  Talkspace

  Date: 03/13/2023

  Hi there, 
  
  
  
  I apologize for the delay in responding, I want to let you know that I understand how frustrating your experience with Talkspace was. I want to assure you that we are actively taking actions to try to improve the customer service experience that people are having.

  
  

  I understand how frustrating your experience was with Talkspace, and I will be forwarding your review here to the provider support team to see what we can do to improve counselor's experience on our platform.

  
  

  If there is anything I can assist with please don't hesitate to reach out to me at *****************