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 fromJulia F.

  Date: 09/22/2022

  My support tickets about my billing cycle didnt even get a response, they just closed the ticket, I couldnt find anything on the *** so I opened a support ticket and it was closed with no reply. Horrible customer service. I love my therapist but otherwise everyone doesnt really want to help and or care about the prior paying for the service.

  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 it can be when you reach out for help, and you hear nothing back. I want to assure you that I take this extremely seriously and will be investigating this personally. 

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

• Review fromJeremy B.

  Date: 09/16/2022

  A bunch of thieves. They take your money without giving you a service. I regret the day I made an account on the website. Predatory and disgusting

  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.

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

• Review fromMeg S

  Date: 09/16/2022

  I have been signed up for TalkSpace for over a month, have had two separate "therapists", and have yet to have a single session (text/video call/ or otherwise) take place.Lots of cancelling less than 24 hours before a scheduled meeting, asking me to reschedule the meeting to their/the therapist's terms, and leaving me to pick up the pieces to reschedule (or be charged with a $175 cancellation fee). Not to mention going dark for days at a time (even though the platform shows the therapist working that day.)My company is extremely generous and covers this expense for its employees, but surely I've wracked up hundreds of dollars in "services" that I have never received. To others' points below, there is no customer service. If you call them, you will be directed to a suicide hotline. My personal situation is hardly dire, but I can without a doubt say signing up for TalkSpace has caused me more distress and anxiety than before I even signed up. It is beyond gross to think about people that are spending their own money on this who need Real Help and this is the level of "service" they are receiving.

  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.

  First and foremost I want to apologize for the terrible experience you had using our platform, I want to assure you that I will be forwarding your review to the appropriate teams to try to improve the service of all of our clients. 

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

• Review fromBrianna B

  Date: 09/04/2022

  They steal money and theres no customer services reps or number

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

• Review fromVirgil T.

  Date: 08/12/2022

  This is not a reputable company its a copshop that will take you money and don't provide a service instead they want you to maneuverer through their nonsenses to pair you and charge you without a session instead want you to video record and send it to them. Is to better pair you with, oh but you will never get a session its been months. its amazing to pay for services not received but see the commercials on tv like they really help people they are helping them! thank goodness for bank policies cause these people are frauds.

  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 want you to know that your feedback is being taken very seriously, and that I am sorry that you were having such a negative experience trying to be matched and get the help you needed.

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

• Review fromShauna S

  Date: 08/12/2022

  I love my therapist. I hate this company. They have the worst billing system and website imaginable and terribly poor customer service. Poor user interface, poor communications, and shoddy email-only customer service. I have been emailing with them to get a billing issue resolved and it's impossible. There's no one to talk to about this. Now they've cancelled sessions I've already paid for that are scheduled in advance which is what their system forces you to do, and there a message saying I have to resubscribe to continue therapy! What?! I must resubscribe to get access to sessions I've already scheduled and paid for!?! This is blackmail, fraudulent, etc. If this company doesn't resolve this soon - I will ***. They need to shut down until they can provide adequate billing, decent customer service and transparency. I'm also concerned they're ripping a lot of people off with this confusing system..

  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 want to let you know we have taken steps to improve our service, including charging the copay for a session at the time of the session.  I understand how frustrating your experience with Talkspace was, and if there is anything I can assist with please don't hesitate to reach out to me at *****************

• Review fromBarbara 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

  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

  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 *****************

• Review fromGabby R

  Date: 07/01/2022

  I had payed $196 (month subscription) to start messaging therapy. Promised for this plan was guaranteed contact 5 days a week. I was reached out to on Tuesday from my "provider" with a general message asking what I wanted to work on with therapy. It was copy and pasted, and had areas where I can fill in the blank. It seemed like something that they automatically send everyone that chooses messaging therapy. I quickly responded the same day with my response... And waited.. Finally, Thursday of the same week, I messaged back again asking about the daily responses I was supposed to get. I was told that "checking in does not mean I will write back every day of the week. Checking in included reading and thinking about the information given and how I think may be therapeutic moving forward" I was then told to switch providers.To me, this doesn't seem to be helpful, when I am seeking therapy to better myself. I cancelled my subscription, and requested a refund, since I got nothing that was promised, and they only offered a partial refund. I am now taking this up with my financial institutions.Some things are better left to the professionals. And when I say professionals, I mean going to a local therapist, or even a self help book would have been better than this terrible service. They are liars and scammers, stealing money from people seeking help. This has turned me off from therapy, as this was my first time trying. Very disappointing.

  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 us, and we are constantly working to improve our service. I have forwarded your review to the appropriate teams to identify what we can do to make things better for all of our clients.

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