Counselors lack knowledge, experience and compassion

Unfortunately they are not nearly as good as advertised :(. Their chat option does not allow you to choose language preference and counselling (in my opinion) of very poor quality and lack of compassion and knowledge. If you get through they tend to change counselors whilst you chat, and when you eventually figure it out it leaves you feeling off worse after knowing they don't really care. When attempting to use their services again (i.e. the day after) you need to explain your whole story again to a new counselor and they get bored without giving you help. Instead they should try to built trust so you have the confidence in phoning rather than to chat. Follow-up lacks big time as well (only now and again phone or sms you once during working hours) and lack of knowledge to help really disappointing. Only once did someone provide me with some info I needed, but no follow-ups to ask if it helped. Unfortunately I got better help from free services online. Perhaps because counselors volunteering for the free service really do care? In my opinion ICAS just another profit making business. Whish they would ask employees to rate their service so employers know what they pay for... Most of the info they provide can easily be obtained from the internet by yourself. I had so much hope but so disappointed unfortunately. Should your family have serious issues needing a counselor, do give the voluntary counselors a try if you can't afford to pay for one. They really do care for people, you talk to the same person and they are highly s****ed. And it won't cost you a sent and totally anonymous - with ICAS however, I'm not so sure...