Cerebral
Reviews and Complaints

This business needs to be shut down. Every mental health company/provider should provide quality communication and Cerebral does not do that. Their system is terrible because you�'re billed prior to services, including choosing a therapist/coordinator. Then, the system does not let you toggle back and forth to choose a provider so you�'re stuck communicating with a “care provider” (who is barely every there or the same person) and the therapist you don�'t want in the same chat. They make it impossible to switch therapist and no sage space to express serious concerns that clearly affect people�'s mental health. When I attempted to try the therapist assigned to me, it was a terrible session the woman was incredibly unprofessional and made me uncomfortable about what was communicated in the chat with the coordinator and then proceeded to conduct the most useless session that is typically supposed to be intake. This woman was crass, racist and had terrible internet connection which is concerning on the most basic level because then we are all paying for shotty service in a digital world. After this, I tried to communicate and get support MULTIPLE times and received no assistance to change my therapist or address my needs. I contacted the coordinator and support and only received automated messages. The worst part of all this is that it further deterred me from seeking mental health services which is why this company is so terrible. They should not be operating period because they�'re hurting people in small and large ways. I canceled just to get away but then later decided to reach out to complain and had a back and forth with someone who clearly didn�'t read my emails or offer me any assistance. Then, when I tried to review the company, it wouldn�'t let me because my account isn�'t active. This is so sketchy and wrong. They should be refunding everyone�'s money and shut down. Do not subscribe.

Run away from Cerebral. Cerebral is a scam. They probably started with a great idea but they've destroyed that idea. They probably help some people who fit that original idea, but they branched too far and are now harmful to many. I signed up wanting talk therapy. It was my first time trying therapy ever in my life, and didn't know if I should rule out medication but didn't want it to be a first resort. I researched many options and settled on Cerebral because they advertised that they accepted my insurance plan. I filled out a questionnaire and said I wanted therapy. I encountered multiple bugs trying to sign up insurance. Eventually, after talking to someone on the phone, they were able to fix it and I continued. However, what I didn't know and it never told me outright was that they didn't cover talk therapy with my insurance, only medication-only, which makes no sense because I know my insurance covers talk therapy. Their software then funneled me into paying upfront and scheduling with a "prescriber". I had an issue scheduling and talked to a person on the phone where I said I was trying to schedule therapy and that I didn't understand what a "prescriber" meant, that it didn't sound right. They schedule me, I got to the session and described my issue for 20min, and was prescribed a drug. I said I didn't want a prescription, I was confused. I also said I wouldn't want to start a prescription without researching it first. The prescriber, knowing I was in a vulnerable state, pushed the medication and sent a prescription anyways, saying it was no big deal. I researched afterwards and found out it was a big deal, that the medication is hard to come off of if you start. I cancelled the prescription and cancelled the service. Cerebral won't refund me, and is continuing to bill my insurance and me for a copay for this shady, borderline dangerous medical session. I've talked to their complaints multiple times but they don't care.

I'm going to paste here the email I sent to Cerebral to which they just responded with a canned reply. I'm leaving this summary of my experience as a warning to others looking to start receiving their medication from Cerebral. "During my time with cerebral, cerebral stopped mailing me my medication without notifying me. My prescriber then forgot to fill my prescriptions after our video meetings, resulting in me not having medication, and she did this numerous times. She sent my medication to the wrong pharmacy as well, and because she had sent it to two pharmacies at once it cancelled out my insurance and they refused to cover the cost of the medication that I need in order to function. What did Cerebral do in response to this HUGE mistake? They offered me a coupon while I had to pay out of pocket for my medicine. When I asked to receive a new prescriber she said I probably have Bipolar Disorder Type I and none of the prescribers I was seeing should even have been allowed to be treating me -- meaning I was potentially illegally being prescribed ADHD medication from under-qualified prescribers who did not take the time to ask me questions about my mental illness to rule out the possibility of type I. This is INCREDIBLY DANGEROUS and RECKLESS behavior on the part of Cerebral. They then matched me with a new prescriber whose calendar was entirely closed, a week goes by, finally they matched me with another one. Her calendar is also closed. I then had to wait a month to see this prescriber while the care team had to request an emergency bridge because I once again wasn't going to receive my medication on time." This company is preying on mentally ill people, and their incredibly strict rules about giving refunds and compensating people for having suffered because of their reckless mistakes only proves that Cerebral isn't here to help people -- they're here to make money off of people and their negligence is going to hurt someone someday.

Our son was desperate for some mental health help and thought he'd give this a try. He input our credit card information before he was able to see available providers and their schedules. He was shown only 2 options with extremely limited availability that was incompatible with his schedule. He decided that this was not the avenue to pursue, so he didn't go any further through the process.
Unfortunately, our son didn't read the fine print, which essentially says that once the company has your payment information, you are enrolled and they will charge you whether or not you utilize any of their services. The company does not direct the user to a confirmation page at the culmination of signup. Nor do they send you a confirmation email. The only way to get to a receipt is to log in to their system and hunt it down via their menus. Thus, we were charged for 2 months before we realized that he was still subscribed and paying for their "services."
At that point we had our son initiate cancellation. We followed their website instructions through a multi-step cancellation process and completed the cancellation before the deadline for the next month's charge. He ever got a confirmation email that he had cancelled. However, they went ahead and continued charging us anyway! (Thankfully, my credit card dispute team waived the charge for the month of services that post-date our cancellation.)
They make you give your payment information before you even know if their services will be as readily available to you as they advertise (many find that they are not). They are content with charging you for services that you don't use. They make cancellation an unnecessarily onerous, multi-step process. Then, even when you do succeed in "cancelling" their services before their stated cutoff, they charge you anyway.
At the height of the pandemic-exacerbated mental health crisis, taking advantage of those reaching out in desperate anguish is shamefully predatory behavior.

If I could leave less than one star, I would. This is a fraudulent company. I fell for the marketing ploy and signed up during a time of stress and vulnerability. To sign up, they request your credit or debit card immediately. You have to select a subscription package before you can begin a screening process with them. You will feel more inclined to do this, as they offer a discount for the first month's subscription cost. You think "Well, the discount makes it extremely affordable... so I'll just sign up, try it out, and then cancel if it is a lackluster service." Therein lies the problem. Cerebral does not allow you to cancel your own subscription. You will be told to email one of their automated accounts: [protected]@cerebral, [protected]@cerebral, [protected]@cerebral, or [protected]@cerebral. None are run by real people. You will get automated replies. They will have you email other support accounts and wait for a (never coming) response, or they will provide you with a subscription cancellation request form. You will fill out this form. Then you will be told that your subscription cancellation cannot go into effect until a coordinator reviews it and approves it. No coordinator will reply to you. If you somehow manage to speak to a real person about this they will tell you it is not within their department, but they will file a request for a coordinator to contact you. They will tell you that this coordinator will call you. You will wait. No one will call. It is also of note that they require users to scan and upload their identification (drivers license, state ID, etc) and then they use a program to scan your face through your computer camera to "verify" you. This program has many technical difficulties. When it doesn't work, which is often, you are locked out of your account. You can access nothing. The company provides you no services, but it keeps charging you. They will not allow you to cancel your subscription. It is fraud. It is a scam. Please beware.

Wish there was the ability to leave 0 stars.
There is a reason the average is a 1-star rating. CLIENT BEWARE! If you are looking for assistance during a tough time, I highly recommend looking for a different company.
Customer service will take a long time, as they are likely receiving many complaints throughout the day. Your Care Agent will not be able to respond to your inquiries in a timely manner.
It is difficult to secure an appointment, and when you do, there are multiple "technical difficulties".
I had not yet been charged for my renewal on my 'then current' subscription, trying to call in took hours, then when I got on the phone with a real person, they informed me I would need to submit a request via email, which I did promptly. I received this in the response "Unfortunately, I am unable to process a refund as you may need to send in a cancellation request prior to 9 am PT the day before your billing cycle was scheduled to renew, in order to intercept this charge or qualify for a refund."

Okay, then if that is their policy, I will just schedule my appointments for the month
I have now paid for. NOPE. In order to schedule an appointment, you need to be active so they can charge you another fee!
This is really the worst customer service.
This practice will hopefully circulate to deter anyone looking into starting a subscription.
For someone that was looking for some encouragement during a tough time, Cerebral has definitely been an absolute NIGHTMARE.
It has no bearing on customer service agents, since they simply repeat the policies of the company.
But, when someone has not approved a charge, and then gets blindsided, with no refund even though services have not yet been rendered, and also is unable to schedule services they have already paid for it creates a huge reputation for the company, and it is not a good one.
What Cerebral is doing amounts to stealing. I hope my review is able to help someone out there looking for decent therapy service.

I had been diagnosed with an issue a few years ago (believe I was misdiagnosed), continued treatment because at least it helped with my severe depression and my insomnia. The first provider could not help me, so I had to get another. They put me on a medication, and told me it could cause insomnia, but then took me off my insomnia medication that could counteract the insomnia the medication caused me, and my other medication for depression. I have to say for the week and a half I was on the new medicine, for the condition I believe I have, I didn't have depression, or anxiety, and I seemed to be much more focused and motivated. They didn't do a *** thing for my insomnia, I was getting at most 3 hours of sleep a night, and after a week and a half I was an emotional wreck. I had to get off the medicine because it was becoming detrimental to my health. I messaged the care team (not the doctor because you can't actually talk to them directly), and they got me an apt for March 7th weeks after my message to them. They told me the doctor would open apts to try to get me in sooner. I didn't see any new apts and they said, "oh well it looks like you have an apt March 7, is that okay?" They completely disregarded my concerns for being off medication for so long. I told them no, and they got me into an apt the next day. I told my provider the issues, and he said, oh well since you responded that way (emotionally) to the medicine, it is obviously the original thing you were diagnosed for even though no treatment really worked. NOT EVEN considering the fact that it was the insomnia it caused even after I told them I already suffered from insomnia. This doctor has spent all of 20 minutes with me and assumes my original diagnosis is correct, though many close to me still disagree. I was told I would be put on a new medication, that they haven't yet prescribed. Here I am weeks later still with no medication for insomnia, anxiety or depression. This is not safe. Go to a real DR.

I started with cerebral in 2021 and was leaae with my experience at first. I had several prescribers quit and had to be reassigned several times but that was not a big issue. The issue is actually getting the medication that is prescribed to me. Due to the fact that Cerebral treats individuals with anxiety and depression, and prescribed medication that treara these problems...you would think that avoiding a lapse in receiving these meds would be high priority. My first problem was when I did not receive my prescription mailed to me as expected in early 2022. I was out of my meds and had recently met with my prescriber who should have sent my refills to the mail order pharmacy...but for some reason it did not arrive and I ran out. When I reached out to my care coordinator...after a few days I finally got a prescription sent to my local pharmacy. I met with a new prescriber and had the same problem. On their end the refills were sent...but my local pharmacy was not receiving the refills. This happened for 3 months. I finally met with someone and explained that my anxiety and depression was getting worse due to the inconsistency of my medications being filleseaxh month and repeatedly requested to just have my meds mailed to me again. Last month my meds were mailed to me after I was off them for a week due to me repeatedly having to explain that they were not receiving the refills and I just wanted them to be mailed to me again. I was assured by a customer service representative that they would start being mailed to me again. This month I did not receive my medication at all and once again my local pharmacy does not have the refills on file. I reached out and said that I am going to cancel my subscription and will find a local psychiatrist to start prescribing my medicine. I still need my medication for this month sent to me as requested so that I won't go through withdrawal while searching for a new prescriber.The responses from customer service has not been helpful.

Cerebral is completely incompetent! 1. I had attempted to schedule an appointment, but was immediately taken to an error screen telling me something was wrong with the scheduling and therefore I should contact their customer service via email. 2. I sent the requested email to customer service. 3. Meanwhile, I checked my inbox only to discover that my appointment had indeed been confirmed! But you just told me the appointment failed, so what gives? 4. Days later I received a generic email from their customer service basically stating that, "well, gee, golly, but the Internet is hard, so go back to our website and try the whole process all over again". 5. I returned to their website to make an appointment (which at that point was both confirmed and not confirmed). It took me once again to the same error page, telling me to email customer service. 6. A day or so later one of their 'specialists' sent me an email stating that I hadn't finished the signup process, and gave me a link so I could wrap this up. The link once again took me to the same error page. 7. I responded to the 'specialist' and explained all of this. I never received a response, but I continued to receive multiple emails and text messages telling me to finish the registration, the appointment had been confirmed, the appointment had been cancelled, and try the same old link again. 8. It's obvious from the preceding description that these people don't talk to each other, nor do they read the customers' emails carefully, if at all. I kept explaining to the various 'agents' and 'specialists' that I CAN'T FINISH THE SIGN UP BECAUSE THEIR WEBSITE WON'T LET ME - IT OBVIOUSLY HAS BUGS. 9. I'm still writing daily emails to these jokers, asking again and again to refund my money, cancel my appointment, cancel my account, delete all of my private, medical, and personally identifiable information from all of their servers and databases. Still no confirmation that they intend to do any of this, so now I'm considering legal action. 10. If this is the level of incompetence a potential customer faces when simply trying to sign up, I can only image the 'quality' of the so-called healthcare providers they promote.

I have been a customer of Cerebral since July , and in my time as a customer I have not had a single month where there hasn't been some kind of issue regarding obtaining my prescriptions. Not to mention, upon signing up to receive Cerebral's therapy and medication management service, I was not informed prior to the expiration of the first month @ $35 introductory offer, which inflated to over $300 without notice. I should have listened to the warning bells going off in my head after this first incident, however I was not in a financial position to obtain mental health services from another provider at the time. Cerebral's mission of "breaking down the barriers for access to mental healthcare" is laughable, as my experience with Cerebral has been one of facing constant barriers. Barrier #1 - I have not been able to obtain my prescribed medications due to FREQUENT issues regarding dosage amounts and name brand vs generic mix-ups. However, Cerebral continues to charge me for a bogus "medication management" service. Additionally, I relocated from WA to MA and was required to restart my care with a different provider, even though all of my information was already with Cerebral. I had this new appointment with a provider on Oct 1, but have still not been able to obtain 3 out of my 4 prescribed medications as of today, Oct 22. Barrier #2 - I am unable to connect directly with my provider and am instead routed through a "care team" to discuss sensitive matters regarding my medication status and mental health. Barrier #3 - I was PATRONIZED by a "care team" member attempting to justify the cost of Cerebral's services in response to an unauthorized charge of $300+. I subsequently requested that my concerns be brought to a supervisor, however I only received a partial refund. For a company claiming to provide mental health support services, Cerebral falls drastically short. Providing access to medication for mental health requires the highest level of attention-to-detail and follow-through. Cerebral demonstrates neither. Inconsistencies in medication usage can lead to severe consequences, including suicide. I am obtaining counsel to support me in resolving these issues with Cerebral, and will also be posting this communication on Cerebral's Apple App Store as a review, as well as Trust Pilot, and the complaintsboard.com.

I was recommended Cerebral by a therapist. It took a while (multiple days) just to sign up because their insurance verifier was refusing my information. Tech support was no help. I emailed them twice and the second reply was basically "figure it out yourself" so I decided to just continue without any insurance as the medication is only about $30 After this, I did have an appointment with a prescriber quickly. They give you many options and I selected the next day at 10 am but I could've had it the same day even. The appointment with the prescriber felt very rushed and scripted. Obviously, this company doesn't have time to make any real connection with customers unless you are paying them more. She had even told me in the beginning that she knew she was rushing because she had another appointment only 30 minutes after mine. Why schedule them so close today if you know you will be rushing before it even starts? So I'm in this appointment and I explain my past medical history. I tell her that I have taken Wellbutrin in the past and did not have any negative reactions to it so I would like to try it again. I also explain there are 2 other medications (Prozac+another one) I've tried and I don't recall which but I had a negative reaction emotionally to one of them. I wanted to stick to the one I knew was safe. She pretty much ignored me, told me that Wellbutrin CAUSES anxiety, and prescribed me Prozac. I was flustered because she basically just told me she was going to give me Prozac and I felt a little unheard. After talking to my mom I decided to switch to my primary care doctor who will actually listen but not before trying to cancel my account. It should be illegal to make consumers jump through hoops to get out of a subscription! First, there's no information anywhere on your normal account page on how to cancel your subscription, but there is plenty of information on how to upgrade it. I had to do a separate google search "how to cancel cerebral" just to figure it out. Then I had to email them, REQUESTING that they cancel my account! I'm sorry, I'm not requesting it, I'm telling you to. Then, after I sent that email (which I just typed "cancel account" because wtf am I supposed to send?!), I had to wait for an email back with a form to fill out to cancel my account. If you don't WAIT for the return email and fill out the form your account is not cancelled yet. THIS IS THE SAME [censored] SCAM ARTISTS PULL AND SHOULD NOT BE TOLERATED! Not to mention the [censored]ty care the "care team" give you

My wife's Cerebral Care Counselor's (CCC) career is now in it's 5th month and this is her 2nd counselor in less than a year. And she has had this CCC for 4 months now. She has had him almost his entire career! And because of that I will be filling a complaint against this CCC. And I am not exactly sure who to file a complaint with yet but I will start by calling the complaint in and asking Texas Behavioral Health Executive Council on Ethics first. I will also be discussing this matter with an attorney. Complaints as of now: 1. Counselor does not have sufficient and specific training to address your issues and/or attempts to treat problems outside the scope of the practice. (5 months in his new career, clearly my wife is a number at Cerebral and her level of depression and anxiety was not considered when her care was assigned to this new right out of school and no field experience CCC, other than being an intern for one summer, I will discuss that shortly) 2. Counselor blames your family, friends, or partner. (told my wife what I was doing is abuse) 3. Counselor encourages you to blame your family, friends, or partner. (he look up a Women's Crisis Shelter in our small town and sent her the contact info) 4. Counselor does not seek consultation with other therapists. (he made this assumption on his own and wasted no time with telling her where to go) This CCC has not had sufficient training nor does he have enough knowledge to make remarks that have brought devastating harm to our marriage that we were working on to reconcile. According to this CCC's LinkedIn page, he spent the summer of 2019 working with a particular City Area Women's Center. His primary goal there was to assist women and children in finding resources after leaving relationships where they experienced domestic violence. This same counselor now has told my wife that she is being abused and even told her where to go get help and she did, they even got her to report it. Cerebral doesn't show to have very many negative complaints compared to all the positive ones you can find. I find this hard to believe because my wife has now had 2 CCC's, 2 coordinators. This CCC's experience as a counselor has been > 5 months! His contribution to having my wife go to a Women's Crisis Shelter and because of his determining that she was abused without seeking consultation with other therapists has literally ripped my heart out of my chest and has caused us great harm to our marriage and personal injury cause it has literally made me feel like scum, like I was kicked in the gut and I can't even show my face in town because I feel like everybody has heard and knows something. I hate this feeling, but I can't imagine how my wife feels, she hasn't talk to me in 5 weeks now. I can't believe I had to give 1 STAR. With our experience, Cerebral pumps the meds out every month, debits your account like clock work, and causes more issues by creating more anxiety and making you become depressed even more.

The company was pretty much taking $85 out of my bank for not providing any services. It is concerning that they are most likely doing this with numerous consumers who should be alerted that they are not utilizing your services and are continuing to be charged. Also, if services are not being used, it is reasonable to discern that it is unethical to accept money without providing the consumer a protection agreement that they will not be charged for unused services. The cancellation process is absurd and takes advantage of and makes it extremely difficult for those who have subscribed and are not computer literate and do not understand the intricacies of subscribing and cancelling memberships such as this. I believe the company makes cancellation extremely and unethically difficult. After sending a request for cancellation, I received this email: Thank you for reaching out. I'm sorry to hear that you've decided to discontinue receiving mental health services from Cerebral. In order to move forward with the cancellation process, please fill out the following form. It is important to note that your subscription will remain active until this has been completed and a Coordinator confirms cancellation. Upon completion, you can expect a member of our Coordination team to be in touch with you regarding the status of your request. Once your cancellation has been processed, you will continue to have access to your records through Cerebral, but your treatment and medication plan will be suspended, and any upcoming appointments will be removed. We look forward to speaking with you soon. I was informed that I would then receive a phone call from a representative. I have yet to receive a phone call from a representative, as I was informed the company would follow through with. I then get another email stating the following after I very clearly made extensive efforts to cancel my subscription: Hi, my name is Alrene - a Coordinator here at Cerebral. I'm sorry to hear that you're not feeling like Cerebral is meeting your needs at this time. At Cerebral, we wholeheartedly believe in constantly improving for our clients. We also emphasize the importance of continuity of care. I'd like to offer you a discount on your subscription for the next three months for 30%/month. Alternatively, if Cerebral is just not the right fit for you at this time, we can pause your subscription for 3 months. That way, all your records will be saved, and you pick your care up right where you left off. Please let me know if you are interested in continuing your care at the discounted rate, pausing your subscription, or if you would like to proceed with the cancellation. I will hold off on making any changes to your subscription for now until I hear back from you to ensure we are being receptive to your needs. Best, Alrene C Coordinator The Cerebral Care Team at getcerebral.com Visit our Help Center at support.getcerebral.com I responded absolutely not and to cancel my subscription effective immediately. After numerous emails and no contact from any customer representative, my membership has yet to be canceled and I have not received a response. This company has taken money from me, has not provided me any services, and is making it virtually impossible to cancel my membership.

BEWARE this is a predatory company! I spoke with a “provider” during the first week and there was minimal discussion about my situation and symptoms. No medical history was taken, no careful evaluation of my background was used to make prescribing decisions. After I volunteered my own medical history and informed the “provider” of my two pre-existing conditions, the “provider” (and I still do not know the credentials of the two people who tried to give me medication) quickly prescribed one medication, which I easily looked up myself in seconds during the visit. In seconds it was easy to see this medication was contraindicated for people with cardiovascular conditions like the one I have. I asked if that was something to consider and he said “oh yeah, probably. Let�'s try this other one instead.” He then recommended another, which after another quick search I easily read another contraindication. I asked him if I should be concerned about potential interactions with my heart and he said something to the effect of “on second thought, let me check with a colleague and get back to you.” Then I never heard from him again, dude literally disappeared. I continued for weeks to follow up myself; eventually my therapist had to track him down and she assigned me to another “provider” to take over my case. Another fast 15 minute meeting with the “new provider” and it was the same issue. No thorough history and she provided a recommendation for another medication with debilitating side effects, given my medical history. I also was being treated for light situational anxiety, and this woman prescribes straight up Prozac (which I will not be taking). Had I not been trained to take charge of my own health when I was first diagnosed with my previous medical conditions, I would have just taken the word of these people, of these “providers,” and could have quite possibly taken a medication not only that I didn�'t need, but that could have given me a fatal arrhythmia. When I reported this to cerebral and said, you know, I don�'t think this is working out because you�'re sending me powerful neurological modifiers in a happy-colored box filled with easter egg grass without doing the due diligence required to make sure none of these agents could kill me, I would like to cancel my service because, Hey, I just don�'t think this is a good fit. I waited until my last appointment and did not book any others or receive any additional services. Cerebral took $350 dollars of my money and DEACTIVATED my account because I “cancelled after the billing cycle had begun” (I requested my refund literally one day after my card was charged), regardless that I had no services scheduled and did not plan on receiving any services in the upcoming month. You cannot call them on the phone and the email customer service is useless. It�'s terrible. This company is dangerous. Negligent. Ethically immoral, as they prey on people who are actually seeking resources to help themselves get better, and they steal those resources if you try to get out of it. It�'s so twisted. Please run, run far away and seek help in an office with a licensed, good provider who will do their job and evaluate your medical history and mental health to appropriately determine if medication is right for you, and if so, which medication is appropriate. Cerebral is dangerous and steals from patients- run run run away!

Worst company ever. I was desperate at the time looking for a quick fix to my mental health issues to get my medication and I have found this online and I signed up for it and I saw the initial $30 fee for the clinical visit that I agreed to and they took the $30 out immediately and I never even scheduled a clinic visit I never scheduled a visit with anybody I never saw anybody and then a month later they charged me $85 for subscription that I did not know existed nor did I sign up for nor would I have paid for or signed up for if I would have known about it. So I took it upon myself to be nice and do it the right way and call them explain to listen the situation and show them that I have proof through emails and text messages from their company and their employees that I never signed up for and appointment to see a clinician and I never signed up for a subscription they sign you up for a subscription they don't give you the option they never ask you anything about anything they just do it themselves. So they decided to go ahead and refund me the $85 for their subscription and they gave me a refund for the $30 since I never saw clinician and never made an appointment. I was ecstatic happy you know grateful that they did that for me and then directly underneath to two credits to my banking account one for 85 and one for 35 there was a withdrawal of $85 from cerebral and at first they admitted it and then they were like yeah I see it on the screen and I sent them screenshots of my bank statement I'll assume screenshots of the text messages I got from their company stating I never finished my onboarding nor did I finish signing up for an appointment with the clinician. They initially did agree that I was owed back a refund of $85 I spoke to two different customer service agents both of which said that on their screen it shows I was credited The $85 and the $30 back to my account and then directly after that I was charge the $85 fee again and there is undeniable proof through my bank statement through my bank and after a couple of days of going back and forth with these people and showing them the proof over and over again they finally started saying that that's not what they saw on their end that they deposited the money on the 5th and then they credited my account on the 5th which is untrue because these three transactions transpired on the 7th back to back to back all three in a row two deposits one withdrawal and they refused to give me my $85 back and I can include screenshots of everything including screenshots of emails between me and the employees that state I was do a second refund which they tried to give me but they were stopped the refund for the $85 were stopped by the managers. I have an email stating where the one person that I've been talking to since the beginning saw on his screen where it was credited in my account twice one for $30 one for $85 and then it was debited out of my account for $85 back to cerebral and it clearly states on my bank statement it cerebral was the one that did it and then they try and turn around and say that it was my bank that did it my bank is holding the money back or something like that my bank can't hold money back once they get the money they go ahead and immediately disperse it to my account they don't hold back any money I get two days paid early deposit. All I want is my $85 back and I have to proof to take it to court but I don't have the money to do that My lawyer is not cheap and he is already said something about taking this to court now I'm just going to go ahead and report them to the complaintsboard.com and the government agencies that I have on this website that will do something about it and this is not apparently the first complaint you've gotten about charging somebody for something they didn't ask for and then not refunding their money but then you refunded in the comments you make after their review you know so I hope you take it into consideration that I do have physical proof and you go ahead and refund my $85 back to my account because that's just wrong that you have undeniable proof in your face and you have said so yourself that it was exactly as it seems like my bank account states to deposits one withdrawal That withdrawal took away the 85 deposits that you put in making it $0 therefore I never got my $85 back and if you can't read that clearly I don't know what to tell you I can surely send you the bank statements again the emails the text messages I'll send you all because it's all admissible in court and it's all legal binding documents. I would really appreciate it if you would take it upon yourself to go ahead and just put my money back that's all I ask for I'm a single mom I don't have anything I need every dime I can get take care of my child and you took money from me one time put it back and then took it back away from me again with proof.

Jan.2, 2022. I sign up on the Cerebral site assuming they're like any other reasonable company who would only take payment when they've actually done anything for you. Not the case. Within 5 minutes, they have my payment information I've provided as part of their sign up protocol. This is BEFORE they then ask for ID - which, their site on all my devices, would not accept. My *** ID was not valid; therefore, It seems, they don't serve us, and I realized I should go elsewhere. Also they don't provide what I needed. This is all before any setting of any type of appointment, and again, before receiving ID. To cancel you have to submit a request. Someone reviews it and decides whether it's approved. Within 5 minutes, I'd paid $139 USD for nothing. They refunded me $39, citing that it's 'their policy'. Well, it's my policy not to let people *** steal from *** This is corrupt business practice; any reasonable and ethical site would return the money they took up front. I was not provided any type of service. An in-person therapist would NEVER do this, take your money up front and then say 'it's their policy' when you reasonably cancel (and this is assuming you even HAD an appt with said therapist; even then they don't typically take money up front. ) Don't know how many times I can say it: this company took my money up front for nothing, does not accept my ID, and now says they won't refund me even though they can't serve me. It's completely unethical especially to do this to people who they know and bank on needing help and not reading their corrupt "policy" beforehand. We trust because we see a nice site and it seems reasonable; but no, it's a tech 500 million dollar startup with money in mind & questionable ethics. I just want my money back. As do many other people, it seems, based on reviews they try to bat away. The onus shouldn't be on me as in: "be careful what internet site you give money to" esp when this is a "valid" company.

On 2/18/2022 after reviewing the information on the cerebral website I signed up for their service because their website indicated that they accepted my insurance. However, cerebral does not verify your insurance until after they have collected payment. This is extremely misleading and underhanded. Only after they took money from me did I then find out after much back and forth with customer service that they do no accept my insurance. Despite that I decided to keep my appointment that had already been set. I accepted the appointment invite via email. I arranged childcare for my children, rearranged my schedule, and I logged into the video call 5 minuted before the appointment as instructed. My appointment time came and went. I remained on the call for 12 minutes past my scheduled time hoping the provider would login, but the provider never did. I left the call and contacted customer service. I explained what happened and that I wanted a refund of my money so that I could find a provider that could help me. I received a form response that said " I'm sorry to hear that you've decided to discontinue receiving mental health services from Cerebral" and asked me to fill out a cancellation form. You can not discontinue a service that was never provided in the first place. I promptly filled out the form and messaged back that I would like a refund. Two days later they offered only refund 30% refund. I replied and explained that because they did not provide the service i should receive a full refund. The company then told me "This subscription is similar to streaming services like Netflix or Hulu where you're billed regardless of use to keep the subscription active. Understandably, this may be disappointing, but we're unfortunately unable to issue a full refund because our services were accessible to you." There is a difference between choosing not to use a service and being unable to use a service due to failure on the part of the service provider.

I started with Cerebral in January this year. The prescribed medication required a prior authorization, which was denied by the insurance. After contacting my insurance e provider, I learned that this was due to a clerical error by the Cerebral team. I worked for two weeks to get this resolved, and was told that I needed to speak to the prescriber. I was told that the only way to speak to a provider is by making an appointment. There was still 2 weeks before I needed my follow-up appointment, so I took in good faith that this was just to discuss the prior authorization that Cerebral had misfiled. That was the entirety of the conversation if this appointment. Cerebral then billed my insurance for this as a medical encounter and is advising me that they will be withdrawing funds from my account to pay my portion. If this had been all, it would have been fine. Shortly after this, my account was inexplicably deleted along with several other patients. This resulted in my follow-up appointment being cancelled because of this error, but instead of putting me back in to much with my provider and reinstating my appointment, I had to wait an additional 3 weeks for a follow-up appointment, resulting in abruptly stopping medications that are medically dangerous to discontinue abruptly. Then that provider resigned her position, and I was assigned a new provider who billed my next follow up appointment as a new patient, which my insurance denied. Most recently, after cancelling my subscription, Cerebral has double-charged me in the month of July, despite having no care and having cancelled their services. Although I have shown them the account statement form my bank, they deny this happened. Finally, early on in this process I was informed that Cerebral was an in-network provider by their website, it took me 6 months to find out that they were not in network and I am anticipating over $800 in upcoming charges for this entirely unsatisfactory experience.

I started therapy with Cerebral sometime in the middle of 2021. I went in thinking I had persistent depressive disorder but the medication was not at all working, so my therapist determined that it's actually bipolar 2. I was started on a low dose mood stabilizer, which seemed to be working for awhile, but just recently, I had a severe depressive episode. My therapist suggested a local psych ward, but I rejected this suggestion since I've already experienced psych wards and have a strong distaste for them. Next, my *** raised my dose of my medication *** Just a couple days after I got my new dose, I got a message in the *** from my care coordinator informing me that my care team has concluded that in-person care is, in their opinion, the best route for me to take and that they will be *** services with me. They did not even allow me an opportunity to tell my therapist that the new dose seems to be working to some degree. I argued that this decision was highly unfair, and explained that in-person care for low-income people like myself is extremely limited and offer horrible services to patients. They continued to tell me that while "my feelings are valid", they ignored my plea and insisted that I obtain in-person services. I asked REPEATEDLY how in-person in awful clinics is beneficial over virtual therapy (having already expressed that my Cerebral therapist is the ONLY one that has ever actually shown an ounce of care for my well-being in all my years of trying to get help), and again, my plea went unheard and my question went unanswered. They told me that their "intention is not to force me into awful *** but continue to preach that *** is more *** Again, I ask how this makes any sense, and again explained all the problems with the general mental healthcare system. Ignored. Still refused to explain how in-person in awful offices and clinics is better. They still insist on *** my services.

I was going through my free Emotional Assessment with a company to see if I wanted their service. After navigating their site, I realized it wasn't $7 weekly but $250 monthly, so I exited. They charged $30 to my card regardless. I protested, having not consented to charges. The company replied with onboarding links. I refused, having rejected their services upon seeing the cost. They insisted on the $30 charge, suggesting I use the service. I declined again. They offered a $9 refund, citing their no-refund policy and subscription model, but I had not completed registration. They even inquired if I was still considering a plan, implying my non-membership.

I signed up to their monthly subscription service on March 15, 2022. This service is intended to connect patients with mental health care providers via a *** video chat service. The first provider no-showed to my appointment. I scheduled a second appointment, with a new provider. This provider showed up, and was very personable, but did not actually have a license to practice in my state. At this point, I was offered half off the next month's subscription cost of about $180/month (some plans cost as much as *** I made a *** to which the *** provider also no-showed. I called customer service again. Contacting their customer service is an all-day task, and agents are very difficult to reach. (Cerebral prefers that members use their in-app messaging service, but responses can take up to *** At *** however, waiting 2 days for a response essentially costs *** and a response does not necessarily begin to solve the problem, only acknowledge it. ) The second agent offered no help, spoke with impatience and disrespect when I requested cancellation, and hung up on me when I asked to speak to a *** I was informed that the only way to cancel was to request a cancellation form by email, and fill out the form. I did these things, and *** has still not acknowledged my cancellation. There is no reason it should be so difficult to access support, and certainly no reason to make cancellation so difficult. There is no reason a cancellation form or option cannot be contained within the app itself. This service is designed for and *** to individuals with mental health issues, as if this service will streamline the process of *** care. Instead, the business model is designed to take advantage of people with disabilities and mental health challenges by charging them automatically whether services are rendered correctly and fairly or not. This is *** and unfair should not be *** to

I started receiving counseling and medication using the company Cerebral. I was diagnosed with ADHD and prescribed an initial dose of 5 mg of *** which was titrated each month to the current dosage of *** mg. On *** I received an email advising I would no longer be able to receive the *** medication ( *** I am taking, effective *** My prescriber's last appointment on *** increased my medication to *** mg. My treatment plan included starting the increased dosage on *** I also had an appointment with my counselor on *** and provided information on my progress towards treatment goals and the status of my medication treatment. My *** informed me to send a message when I had three *** remaining to get my prescription *** I sent the message and received a response that my prescription would not be filled due to regulatory *** however, this was the knowledge the company and staff were already aware of, and my provider and counselor did not adjust my treatment *** nor did I receive notice in a timely manner to change providers to continue to receive my *** There was consistent *** and *** occurring in my *** There was no consideration of the *** of not properly tapering a patient from using a controlled substance. I was nonchalantly told to just make an appointment and change my medication to a *** any withdrawal symptoms, and be okay with the fact that my treatment team did not do their job, which is why I requested a patient advocate and I am seeking legal *** I know my treatment team was aware the company was unable to prescribe controlled *** during my recent appointment in *** My counselor and *** took no effort in *** my treatment plan during my recent *** even when they had the knowledge of how many *** I had remaining and my

I started using Cerebral's health services on April 16th, 2022. I subscribed to their premium plan, which included weekly therapy and medication management. Initially, all went well, but issues arose in August after I changed my plan to include a care counselor. Cerebral's chat support, which promises 24-hour responses, failed to address my inquiries despite repeated attempts to contact my counselor, prescriber, and support team. I was assured repeatedly that the matter would be resolved, but it never was. Recently, my prescriber changed my medication and, despite my history of withdrawal symptoms and the need for a gradual taper, assured me I could stop the previous medication abruptly. However, I soon experienced withdrawal symptoms and was unable to get timely assistance through the unresponsive chat function. Calls to the support team only resulted in an appointment set for October. An ER visit confirmed that quitting the medication abruptly was unsafe and that the new medication was inappropriate for my medical history. This complaint highlights Cerebral's neglect and the consistent lack of response from their support system.

I had my first appointment recently and was told my medication would be at my pharmacy by the end of the day, but it wasn't. I contacted my Care Provider and the care team. I couldn't get my medication until later when the provider called with a confusing explanation about using the wrong last name, which I never provided. This name was from my email, which shouldn't be used for medical records. I tried to schedule a follow-up appointment online without success. Eventually, Cerebral contacted me, and after acknowledging the issue wasn't my fault, they set an appointment for me. I rearranged my schedule for this appointment, even leaving my son's award ceremony early, only to find out it was canceled without prior notice. I managed to reschedule for what I thought was the same day, but it was actually for a later date. I've been unable to use Cerebral's services, see a provider, or get medication refills. Despite not receiving services, I was informed that they do not issue refunds. This disregard for the inconvenience caused to me is unacceptable.

I signed up with Cerebral on March 22, 2022. I scheduled my first therapy appointment for April 1, 2022. Roughly three hours before my scheduled appointment, the therapist reached out to me and cancelled our appointment. From April 1-3 I spoke with three different coordinators (when I was assigned to only one) trying to reschedule - I was always given incomplete information. When I was able to look at rescheduling, the next available time the therapist was available put me at one month (which means I would be paying for my next month at a much higher rate - the first month was $79, after that it would be $***+). Seeing that and already being frustrated with the inconsistency, lack of proper information + assistance, and knowing I'd essentially be paying for an entire month with no help or services rendered, I wanted to cancel my account. On Tuesday, April 5, 2022 I both let my coordinator know and emailed the support team with a cancellation + refund request. By Friday, April 8, 2022 it was confirmed cancelled (via three different people emailing me the exact same email). Last week and this week I was told by numerous people I would be refunded and there would be no issue. Yesterday, someone *** for the experience and issued me a refund. Today, April 13, 2022, someone else emailed me stating I would not be issued a refund and they actually undid the refund someone else issued me yesterday. This is a mental health services company, fighting with a client who paid for a month, cancelled two weeks in, and who could use the $79 to book with a service provider who will actually help me - but instead they waited around several days and then one of their employees undid a refund someone else deemed fitting and necessary. I spoke to at least 6 people through this whole process. This entire process has been *** and *** the *** around trying to seek mental health assistance. I cannot believe I'm even having to recount this.

(1) I messed up and paid for nothing on December 25. I like the concept. (2) Then I received 3 notices confirming an appointment. (3) Later, I received 4 notices confirming another appointment. (4) Subsequently, I received 6 notices for yet another appointment. (5) On a certain date, my appointment was cancelled. (6) No other appointments were available for about a week, and the schedule was removed. (7) This was problematic as I was out of essential medication. (8) After struggles to contact the provider, I spoke with an employee who scheduled a same-day appointment. (9) The appointment went well, and my medication was refilled. (10) Despite multiple contacts with the provider, I faced setbacks and was told to wait longer for a prescription, which was disappointing.

On 04/05/2022 I signed up for Cerebral mental health. I chose the medication and therapy. The cost appeared lower when I selected that option. During the intake process they charged me $25.50 and $109, which was more then expected. During the intake process, I had to upload my ID. I had just recently applied for a Washington ID so I had a punch out in my Arizona ID. The system would not accept my ID. I wanted to cancel at that point because the cost was too high, more than I thought it would be and the system would not let me input my ID which is required to use their services. I called them right after the transaction and left a message that I wanted to cancel because I couldn't complete the intake and the cost was too much. I had to leave a message because it was after hours. The following day they had sent me an email requesting that I fill out a form to cancel the services. I filled out the form and I inform them that I never use their services that I did not even make it through the intake process and requested a refund. They responded back that The customer service representatives do not have access to the refunds and that someone with the cancellation team will be in contact. I've emailed them and called them for the last two days and have not heard back from the cancellation team. When I spoke to someone yesterday they told me it takes 48 hours for the cancellation and they still couldn't guarantee that I'd be getting a refund. I again informed them that I had not used their services and that I should be rewarded my refund because I didn't even make it through the intake process. I called them today and they said that their cancellation team is behind and that someone would be in contact with me. When I asked to speak to someone with the cancellation team or a supervisor the customer service rep indicated that there's no way to call them that they can only send a message back and forth and that they are very busy and they can't guarantee someone would call

I signed up for Cerebral online psychiatric services around the end of November. Even though in my request for a Nurse Practitioner and medication, I was scheduled with someone who could not prescribe meds. She ended up telling me that I needed to see someone else, and I had to make another appointment. When I saw the Mental Health Nurse Practitioner, she assessed me and changed my medication. I received it a week or so later and started taking it, but soon started experiencing side effects but did not feel any better. I thought it might subside, so I waited and continued the regimen. The side effects worsened, additionally, I was getting charged for medication refills when I did not NEED them. I had plenty of medication and I was getting charged $50 at a time without my consent. I'm already on a fixed budget and I sent in a request (12/5) to have this stopped. They told me that refills were automatic. On 12/10 I sent in a complaint that I was having some serious side effects (they had gotten much worse) and I needed someone to get back to me. No *** On 12/16 I sent another request. I was told to make an appointment or go to the *** I made an appt but the *** was 1/24! I said this was *** and they made me an appt for 12/20 @ 0945. At that appt, I explained my side *** and the *** The provider explained I was booked for a follow-up and they booked me for the wrong type of appointment and she could not help me! I was incredibly frustrated. She could not do anything for me and told me to make another appointment. I am losing my eyesight, and I am a healthcare provider and I'm in school. This is *** No one is trying to help me! I finally canceled and in an email, they *** I should be careful about stopping meds abruptly. They only care about taking my money and have complete disregard for their *** To just tell me to go to the ER for a side effect they caused is not *** I just want the meds I was on previously

Had I seen the Complaintsboard.com reviews, I would've never signed myself & my 18 year old daughter up in December. We both have many symptoms of ADHD, so when I saw Cerebral's ad & took the quiz I was hopeful to maybe get some help for us both. I urged my daughter to take the quiz as well and since she only has a PT job, I would pay for it if she decided to sign up. It was $30 to sign up and $85 per month after that. The wait for the initial remote appointment with a prescribing doctor took about 3-4 weeks & I found the process of logging on to the service so difficult that it took me too long and I missed my appointment. I reached out via the message board & the care coordinator got a doctor to call my cell phone later that evening for which I was very grateful. He seemed nice enough & asked me lots of questions about my condition & wrote an Rx sent it electronically to a pharmacy near me. As I've never been on meds for this newly diagnosed (but lifelong) malady I was hopeful for the help, but I had an allergic reaction. I messaged them & asked to try something else &they said I'd need another appointment to talk to a prescriber for that to happen & that would be in another month. So, by this time it had been 2 mo paying for no actual help & I saw that I had been double charged, so I messaged & asked them to look into it and refund me & cancel my service; all to no avail because they couldn't see it on their end. When my next appointment finally arrived I was prescribed a super low dose of the new medication which didn't help. The 3rd months' charge came out & again double charged. I finally figured out that they must've been charging me (over $200) for my daughter even though she NEVER USED THE SERVICE, but couldn't discuss it w/ me as she is 18. She reached out to cancel & request a refund; followed their process & they have refused a refund. Due to that, I sent many messages & emails to cancel my service well before next billing, yet they charged me again- NO REFUND.

Contracted with Cerebral to manage my anxiety/depression medication and set up weekly online therapy sessions. My first encounter with the provider was a no call no show, with no explanation from the platform. Medication was supposed to be sent automatically for convenience and to prevent treatment gaps, along with regular provider check-ins for potential adjustments. Running low on medication, I inquired about its arrival on 11/29. I received a vague response and was later informed on 12/1 that my medication had been dispatched, coinciding with the day I ran out. The platform's calendar didn't allow me to book a follow-up, and they scheduled one without considering my availability, forcing me to cancel. My therapist intervened to set an appointment for 12/10, which the platform then canceled and rescheduled without reason. By 12/10, I was out of medication, suffering withdrawal side effects, and getting only automated responses from the platform. Unable to find cancellation information on the website, I emailed support on 12/12 to cancel. They replied a day later, directing me to a different email for cancellation. I requested no charges to my card since I hadn't used the service since 12/12 and due to their vague communication. They charged me regardless and refused a refund because I didn't formally cancel by 12/13, despite my communication on 12/12 and the lack of clear instructions on how to cancel. I still received no substantive support.