I agree with the vast majority of negative reviews. One of the only positive reviews of this service comes from a counselor who is "uncomfortable" with the negative reviews because we "don't understand how the service works." That positive review breaks the terms and services of posting a review ("I certify that this review is based on my own experience and that I am in no way affiliated with this business"), so it should be removed from this site.

We all understand how the service is supposed to work. It's supposed to bring you from a hot moment to a cool calm. I texted in twice and was left feeling more alienated and panicked than before. I was so stressed out after using the service that I bought a pack of cigarettes -- which I had quit for over a year -- and chain smoked almost half a pack.

I texted in with a detailed story of my crisis, which was significant. It took a lot of energy and vulnerability to share what I was going through. I understand that the service is supposedly staffed by other human beings, which was the point of my texting in. I needed to talk to a human, and had no one. I waited a long time, but thought it would be worth the wait and understood there aren't infinite volunteers available to reply in an instant. I waited patiently.

After my long wait, I received the canned reply, "I can tell you're feeling overwhelmed right now. That's understandable. It was brave to text in." Or something like that. I waited for a question or a reply that was more specific to what I'd shared; something conversational. Instead, I got a follow up text five minutes later, "It's been a while since I heard from you. Do you still need help? I'm here to support you." I shared more, and received another generic response, using the exact phrase, "I can tell you're feeling overwhelmed..." I pointed out that I already texted a lot and wanted to talk about my specific issue, and that I felt like I was talking to a bot, which was triggering. I got another generic reply, with the words overwhelmed and brave. That proved the counselor wasn't listening; they were just filling their quota, perhaps so they could receive the free gift cards or other bonuses that the volunteers receive for taking on a certain number of conversations even though they don't receive monetary payment per se. Just a $500 gift card or a trip to Disneyworld for taking on a certain number of conversations, plus free subscriptions to apps and other significant perks.

I ended the conversation and texted back in, hoping this was a fluke and that I would get someone more mature. I even specifically asked for a mature counselor since the previous one sounded like a teenager. The new counselor introduced herself with a different name, but used the exact same phrases as the previous one, as though there was a script they could simply copy and paste regardless of the texter's specific crisis. At least switch up the language once in a while. I was not abusive, nor did I use foul language in my texts; I simply asked to be transferred to another, mature counselor or for her to switch up the language, pointing out that she kept repeating the words overwhelmed and brave, which sounded disingenuous. The counselor then turned me off, ending the conversation, again complementing how "brave" I was to text in even though I already pointed out the repeated use of the word "brave. There was no effort of building rapport, and no risk assessment. The counselor simply bailed and didn't even transfer me. I literally felt myself getting red hot and wept for the rest of the night. I lost my appetite and bought cigarettes after the conversation. This is in part due to the issue I texted in about, but the lame, robotic responses just pushed me over the edge. I have responsibilies to care for others, so I wouldn't do any serious harm out of my care for them, but the lame, robotic responses just proved the counselors were filling a quota and not taking the time to engage thoughtfully. Being a volunteer doesn't excuse negligence. It's a serious responsibility. If you can't or won't take the time to honestly engage with the people you signed up to care for, please step aside and reconsider your choice to volunteer. If someone asks you to stop repeating a specific word and you keep repeating it in every single text, you are not listening, you are not doing your job, you are making it worse for the person who poured their heart out to you via text message.

I read some reviews mentioning the Trevor Project as a good resource that actually listens and helps. I understand that that resource is for the LGBT+ community, which I don't belong to. I wish there were a similarly helpful resource for straight people in crisis, and older people. CTL brags about how the vast majority of their users are under 35, as though that makes them the hip, youthful crisis service. Well, I would say their statistics are skewed that way because older people have no patience with the service's immature language and handling, and stop using the service after one time. Older people deserve help in times of crisis, too.

I felt more comforted reading these negative reviews and learning that others share my frustration than I did from speaking to these so-called counselors. Hopefully someone can relate to my review and be comforted.