TalkSpace

Review: I cancelled my subscription and they sent me an email stating that my subscription will end on my renewal date which was 11/**/2015. on 11/**/15 they took $99 out of my bank account for a monthly renewal. I would like my $99 back. ive tried calling and I keep getting an answering service taking messages and they said they would return my call asap. ive gotten no return calls as of yetDesired Settlement: refund $99

Business

Response:

Hello Revdex.com,We are happy to let you know that this issue was resolved to the customer's satisfaction on November [redacted], 2015. The customer was given a full refund. The reason the customer could not reach us by phone was because our offices were closed for the national Thanksgiving Holiday. Our answering service took his call and we were able to resolve it when our Offices opened again. Please let us know if there are any other questions or concerns. Thank you,Talkspace

This is an absolutely HORRIBLE APPLICATION. They are scamming customers who have mental issues. The counsellors will not respond to you for hours! Even on the first one when you are explaining your problems! This is a totally ludacris scam.

Review: I wanted a therapist they said they would match me up with one in a few hours and its almost been a day. I feel like I just got ripped off.Desired Settlement: I want my 100 dollars back

Business

Response:

The business has responded. Please see below:Hello Revdex.com, Thank you for contacting the [redacted] Help Desk. We've received your query and will respond as quickly as possible. We will respond to most queries within the same business day. We will do our best to respond immediately, but sometimes the best way to get fast help is to check out some of our most frequently asked customer support inquiries below: How Does Talkspace Work? Talkspace is here to provide help and advice for anything including relationships, health and depression. Talkspace is a therapy service where you can chat privately with a licensed therapist. At Talkspace, you can log on on whenever you want and share your experiences with your therapist when they are fresh in your mind. You do not have to wait a week to remember what to talk about. Your therapist will follow a schedule and respond to you with digestible doses of therapy. To begin, go to [redacted], type your question in the blue box, and click "Chat With A Therapist Now." They will chat with you long enough to give you a good idea of what the private chat can do and help you to select a therapist and discuss payment options with you. All of our subscriptions are automatically charged each week, month or quarter depending on what you choose and can be canceled any time! How can I reset my password? You can reset your password by clicking on the "forgot password" link below: - Please verify the email address entered is the same as the one used to sign up with Talkspace (please check for spelling and punctuation) - Go to [redacted] - Enter the email address used to sign up - You will be sent an email with instructions on how to reset your password How do I make changes to my Talkspace account? You can do the following through your account page: Change the email address on file Update payment info Request a new username Cancel your account Request another primary therapist Change your subscription Place your account on a 30 day hold - Login through our website directly at [redacted] using a web browser - Find your username located on the top right corner of the screen - Click on it and scroll down to 'My Account' - On the My Account page you will see options to change your account information, cancel your subscription, put your subscription on hold, change your subscription or change therapists. What do I do if messages are not being sent / received when I'm using the Talkspace app? This issue is usually caused by a poor internet connection. Please try to following steps to resolve: - Check the internet connection strength - Log out of the Talkspace app completely - Log back into the app This will force the room to refresh. Please let us know if you are still experiencing problems on the app and we will investigate this further with you. In the meantime, please log into your chat room directly via our website at [redacted]. Where can I ask questions regarding joining Talkspace as a therapist? Please click on the link below and fill out the initial application to the best of your ability. You will have the opportunity to ask a member of our clinical team any questions you have when they respond to your application: [redacted] We hope this is helpful. And again, thank you for contacting us. We’ll be getting back to you as soon as possible! Sincerely, The Talkspace Team

Review: Like most people who sign up for TalkSpace, I was at a very vulnerable part of my life and made the decision to seek an affordable alternative to in-person therapy. Overall, my therapist was certainly courteous and kind, but in terms of actual counseling, he responded twice a day to my messages at random hours and often they were restating things that I'd expressed at length. If this is standard procedure with counseling, that's fine, but I feel TalkSpace overstates the accessibility of its therapists.

I decided to terminate the subscription after a week because I wanted to try face-to-face therapy and I wasn't getting what I needed from their services. I was surprised to find out that Customer Service refused to refund me the pro-rated remainder of what I'd paid upfront ($99). If you [redacted] them, they emphasize heavily the weekly cost of their services. This is also the case on subway advertisements, where I originally learned about them. "As Low As $19/Week · 200+ Licensed Therapists · 24/7 Access To Therapists"! (current [redacted] ad copy) … I believe that's misleading because a) they have no intention of refunding you for any time unused, despite advertising it as a weekly rate, and b) "access" should actually be termed "writing privileges".

You can write all the messages you want in a 24 hour span, but you could be waiting several hours between responses (I often received mine late in the day, right before bed).Desired Settlement: I think a lot of people do benefit from their services and as I said, I found my therapist to be very kind and professional. But I also feel somewhat misled by advertising and would like to receive the pro-rated remainder of my subscription. ($74.00).

Business

Response:

Talkspace is an online therapy service where for a subscription fee a customer gets to have a private 1-on-1 chat room with a licensed therapist. This customer started a $99 monthly subscription in February 2015. They used a $25 off coupon we provided, and they were only charged $74.00 for the entire month. They were then matched with a therapist and they used our service. We provided them with a private chat room with a therapist who was licensed as an LPC. "Licensed professional counselors (LPCs) are master’s-degreed mental health service providers, trained to work with individuals, families, and groups in treating mental, behavioral, and emotional problems and disorders." When the customer requested to cancel prematurely, the therapist offered her a variety of solutions including switching to scheduled realtime sessions, at no additional cost. The customer declined. As it states in our Refund Policy, refunds for premature cancellations are generally not granted, unless unique or legal circumstances dictate the reason for the refund request. The therapist was still available to the customer throughout the time that they paid for.Talkspace provided the service that we advertised, and the therapist offered her solutions which she chose not to accept. And we adhered to our policies which are available for the public to view on our website.

Review: I found TalkSpace via a page advertising a 7-day "risk free trial". I clicked through the ad to the site to sign up for the service, and in the consultation, I was told that the therapist I was chatting with had no knowledge of the advertised free trial period.

I was told by customer service that I needed to click through the ad to redeem - which I had already done, and tried again. Nothing changed and the free trial was not credited to my account. I contacted customer service back to let them know, and received no response. I followed up on March [redacted] and got no response. I followed up again on March [redacted], and let Talkspace know that I was beginning to feel the trial was fraudulent, and that I would contact Revdex.com if they did not respond to the issue.

On March [redacted], I recieved a reply to all the back emails that they had not replied to yet. All the emails told me that the landing page was fixed and that I should try again. I did, and it still did not work.Desired Settlement: I would like Talkspace to honor the 1 week free trial that they offered me.

Business

Response:

This customer did alert us about the issues she was having with the landing page. The customer was given a discount off of a weekly subscription, which she did use on March [redacted]. Many of our other customers have been able to use the landing page with no problem. This complaint is resolved.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10525797, and find that this resolution is satisfactory to me and the matter has been resolved.The company was able to quickly resolve the outstanding issues and the unanswered messages once the Revdex.com complaint was filed.

Sincerely,