When things go wrong
When things go wrong with Cerebral, they really fall off the rails. It took over a month just to get approved, and when I had issues with the app, customer support wasn’t able to resolve them. I was repeatedly told they’d help, but nothing was fixed. Because of the app problems, I had two very awkward experiences with the prescriber and therapist I was randomly assigned. One even asked extremely uncomfortable questions in a first session, which was not appropriate for someone I’d never met. When I raised these concerns with customer service, I was bombarded with repetitive messages from multiple reps, along with constant automated follow-up surveys. It felt overwhelming rather than supportive. I’m giving Cerebral one more chance, but so far the experience has been frustrating and disappointing. I’m really hoping this time around things can be different. Mental health care is some of the most difficult to reach for when you need it. I think the app could be wonderful if they could sort out some of the issues that I experienced so no one else has to.