Anon

Jun 23, 2024

Unusable services

I used Kooth when I used to be in school in 2018-2019. I had the pleasure of having supportive counsellors. However, there were times where I would not be able to message a certain counsellor after accidentally missing an appointment. In other words, it felt like I had been blocked as I had no way of contacting the counsellor. This happened a few times with a couple of counsellors. A few of their counsellors feel like robots with the same generic answers. It would be nice if their counsellors were more human. Towards the end of me using their service, I used to wait an hour for an appointment (the standard time) to only be kicked at the waiting queue again. Meaning I would have to wait for 2 hours to speak to someone, only to be kicked at the end of the queue again. This was a constant thing which led me to deleting my account as their service was unusable, this was never an issue. But progressively the website got worse in 2020 forward. I wasn't able to speak to my preferred counsellors and I could not receive the help I wanted. Legally they have to hold onto data, they also have to delete your account upon request, but they just deactivate your account. They don't give you a digital or physical copy of your own counselling records when you request it.