Talkspace Therapy and Support 12+

I will start by saying that I have been with my therapist and talkspace for years now but there are a number of issues: the biggest one being, insurance being out of network but there’s no notification of that. I just recently discovered that my insurance is OON and I had no idea until Talkspace requested payments and i checked my insurance portal. This is a HUGE deal when it comes to treatment. I, myself work in healthcare as a utilization reviewer that works to get prior authorizations so I know the urgency of ensuring not only are patients covered but that it’s communicated when they are not. When you’re doing messaging sessions weekly which are being billed for and you don’t know that they’re not covered then that only increases the need for therapy…. An alert notification in app would help to notify patients when their benefit information has changed or a phone call.

Next, the glitches are pretty annoying. Having to restart the app essentially when it freezes and now with upgrading to a new phone it does not want to open with my FaceId then it just keeps trying to open itself and I have to swipe out of it, move my face away, and enter my passcode instead. I’ll have to see if I can turn off the FaceID to just use my passcode.

I love my therapist and don’t intend to leave her but this insurance issue is a big issue for me.

Hi there, I am happy to hear that you love your provider and have been with Talkspace for years. I do apologize for any misunderstanding regarding your insurance and billing. I appreciate you taking the time to provide such valuable feedback as we continue to improve our user experience.

I was initially matched with a therapist that specialized in a subject that I had no issues with nor did I specify I had issues with. I had to accept in order to try to change therapists, only one of which was female (which is what I wanted) so I had to accept that.. but I felt like I wished I had more choices to pick from. My therapist was nice. Very generic though, and didn’t know how to use the platform. Promised to email me something and never did. Red flags raised when she cancelled our second appointment together but we rescheduled in the same week. I really wanted routine and continuity… and I didn’t want to switch providers at this point after already going through a really tough first appointment. So I stuck with the same provider. Fast forward, she cancelled our 4th appointment, rescheduled it for two days later, then I waited on video and she never showed up and didn’t message til the next day with a pretty tepid sorry. I called (to no avail) and emailed Talkspace to share this and show my disappointment and yes I got a refund, but no apology for being treated as unimportant or uncared for. Talkspace was my therapist’s side gig so clearly not as important as her full time job which is fine if that’s ok with you. But it took its toll on me. Will not continue. To add insult to injury, the app is not very user friendly.

Hi there, thank you for taking the time to write this review. We are so sorry to hear that you had a frustrating experience with your therapist and the platform. Your feedback is immensely valuable as we continue to grow and learn as a company. What you described is something we take very seriously - we would love to see what we can do to help. Please send us an email at Feedback@Talkspace.com. We look forward to helping you.

Give me all of my money back. I don’t write app reviews, but there is no way to get any type of response from customer service. I was a brand new paying subscriber that needed assistance with a billing/technical issue. I’ve reached out via email multiple times for a week with no response, which is valuable time and money going down the drain as I wait on customer service to respond to what should be a simple request.
After many automated emails, I went to social media dms to try to get ahold of someone. My question could easily have been taken care of with a quick phone call but they don’t offer any type of customer service phone call.
This has created much more stress and frustration on me, all while my paid subscription dwindles down. I was now charged for TWO different subscriptions that Im not using. You’ve been unable to assist me in a simple request so PAY ME BACK….all of it. This “partial refund” automated refund wizard thing isn’t the right approach. I never used your services, only spent time trying to figure out how to get set up correctly!
Take This Advice CS- If you don’t have enough customer service support to handle new clients, pause taking in new subscribers until you can fully serve them. Week long delays and keeping my money is not right. I’m done trying to make Talkspace work for me on my own.
Bottom line - I’ve cancelled my account(s) and I expect Full Refunds now.

Hi there, thank you for taking the time to write this review. We are so sorry for your disappointment with our Customer Support team. We would love to hear more and see how we can help, please send us an email at Feedback@Talkspace.com. Someone from our team would be happy to respond within one business day.