Sure, they should say the real reason. And it might well be that they don't have time, mistrust the communication value of the medium, etc. Not sure that it's about working for free - I offered to pay the one I had a lengthy administrative e-conversation with, and she declined, saying that the issue we were discussing was part of her job, even over email. I don't know how common that would be though.

(Do any therapists out there charge for emails as they do phone calls when they primarily see the client in person?)

I suppose if I were a therapist I'd want calls from those who would otherwise email; it seems like I could help better that way. But sure, I'd say why.

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