SonderMind
Reviews and Complaints

This company provided a platform for a fraudulent therapist who scheduled me for 13 Appointments - all with the stipulation that I had to contact the therapist directly with more than 24 hours notice to cancel them otherwise, I would be charged a cancellation fee. I never went to one. I tried contacting the therapist to cancel multiple times with 48 hours notice. The phone number they provided was not correct. When I contacted Sondermind to get some outside help because the therapist was being uncooperative, they too were uncooperative and snippy. They refused to help beyond sending an email to the rep. Now - My account is inactive and I believe whole-heartidly that they were intending on scamming me and swept it under the rug. DO NOT USE THEM THEY WILL STEAL FROM YOU. I am interested to see how they will try to explain this away.

I had a horrible experience with Sondermind. I had two therapy sessions. The therapist was ok, but my insurance didn't cover the appointments. I paid for my two appointments out of pocket. After paying for the appointments, I received four charges totaling almost $900 to my insurance company, after I had already paid for my two appointments. In addition, I was charged again on the sondermind site for an appointment I already paid for. I have the receipts for the payments made and record that I only had two appointments. I was reluctant to seek therapy in the first place and this experience made my mental state much worse and has been an ongoing struggle to clear my account. I work in human resources and had been recommending this company to many colleges and employees. I will be reaching out and expressing to everyone I meet not to seek care from sondermind.

I tried this company because my daughter had a good experience. I am a trained therapist myself and know what therapy should look like. I wished to discuss transitioning to an empty nest and finding a new direction. I do not have major mental health issues. The therapist was slurring his words, suggested I buy a full body pillow, rock back and forth, and paint the walls of my rooms blue. He told me about his own divorce and job experiences in which his co-workers disagreed with him. I left the session half way through and he cursed when I did. Afterwards, i sent a message of complaint to Sondermind and also recounted my story in a follow up survey they sent.. They never responded. When they billed my insurance several months later I contacted them again to repeat the issue. They said they could see i had left early. A week later I received a receipt that they billed my credit card for the full amount. Customer support never sent me a response to my complaint.

This company is a sham and I am completely disgusted with my experience. I had one free intake session that lasted 20 minutes and the woman, ***, was watching television the entire time, and then lied about it. I have since tried to report this multiple times to the company, yet their customer service is a joke. Three months later, I am receiving MULTIPLE charges, of which I am unable to get anyone in the company to fix. And the customer service reps arent any betterone time, instead of forwarding call notes to a supervisor, my rep accidentally sent them to me. Confused, I asked why I had received this, and I heard back that it was a mistake and that they were working on it and would reach out within a day or two. It has been WEEKS, and guess what. Nothing. Also, MORE CHARGES! I have never used this companys service yet I am being charged MULTIPLE TIMES. I cannot believe this company is still in business. They are doing some really shady stuff and I believe that this is an illegal business.

I love my therapist - I absolutely hate this company. The billing department is a joke. I found my therapist through Psychologytoday and she used SonderMind for billing. They start charging me $50 for my sessions, when my copays are $30, and a rude representative or Care coordinator tells me he cant change it - I believe his name was *** or something - starts with an A. He then never sends in a ticket for my $40 refund because then the next time i call, the girl I spoke with had to send it in and my refund took weeks. Then they proceed to say I was not eligible for a date of service and charges me $90 for it, when I am clearly eligible as I have had the same insurance since I was a literal child. The girl I have been speaking with is nice, but that guy was rude (again) when I called. An email the girl sent me clearly says to call with my insurance on the line and the guy I was speaking with says ive never done that before and doesnt want to speak with them. So here is to hoping I actually get my money back. I worked with mental health insurance and this company needs a new billing department because its horrible.

Therapist helped my wife until Sondermind cut her off from therapy because of billing issues. We carry *** and Cigna PPO. After Sondermind billing switched our primary insurance from *** to Cigna...which was then denied, Sondermind billing told us it was up to us to sort that out. ALL off our medical providers (Primary, Dermatologist, Ophthalmologist, and *** of Colorado Health were amazed that Sondermind would ask us to take care of their issue. I reached out to *** at Sondermind support. She told us that she would look into our billing issue and hoped to have some resolution by May 19th.I mentioned that my wife's March 9th session had been billed correctly...All previous sessions were billed incorrectly. Meanwhile, on April n28th, Sondermind billing charged our credit card for the full amount of her first visit in October . I will deny that charge.I am amazed that a Behavioral Health Provider like Sondermind would layer stress on a patient by sending bills from their billing department which does not operate according to medical industry standards. If this issue is not resolved not our satisfaction by May 19th, I will seek legal counsel to end this farce!

While I did find a great therapist I too have had billing issues. Sondermind billed both me and my insurance company and after talking to my insurance company I was able to confirm Id been charged over 600 dollars In error. I first contacted Sondermind on August 24th and 25th. A call from both me and a person from my insurance company seemed to help and we were told that a credit would be issued against my card. I gave authorization of which card to issue the credit to and was told no problem, Id see the credit in *** days. Its now September 10th and Ive called to check on the status. I was told theyd just started processing 6 days ago and that they have a large backlog. They told me it was within the *** informed them of the billing error and was told they would correct it august 25th. I find it sad that they can take your money right away but cant seem to return it right away. I work in health care and this is a disgrace. What if that 600 dollars was the difference between putting food on the table? I do hope they figure this billing out. Ive been recommending this company to people who really need mental health care, I may need to rethink it.

I fully regret giving them my credit card info. I have had numerous problems with billing. There is a glitch in my insurance, where Sondermind seems to be sending the correct billing codes, but my insurance company has trouble deciphering the information. Sondermind seems to rely on an almost completely computerized billing process. I have yet to speak to anyone who can do much of anything other than push back an upcoming incorrect charge--that is, if I can catch it in time. In the beginning an upcoming charge would be posted, sometimes in the middle of the night, and then charged without my approval the next morning. This gave me almost no time to call and have them postpone the charge to give my insurance company a chance to process the claim correctly. I have called Sondermind twice with my insurance company on the phone to try to fix the issue and we have yet to talk to a real person who can do anything about the billing issues. Knowing that they owe me money, I thought about changing my card info or taking my credit card off file to prevent further incorrect charges, but if Sondermind tries to charge my credit card and it doesn't work, they will terminate my ability to book an appointment with my therapist. I find that most nefarious.

When I first discovered SonderMind, everything seemed to be good. So good that I recommended two friends to utilize the service. Those 2 friends stopped going through SonderMind for their therapist due to billing issues a few months later. I didnt see the issue they had as I just paid my copay of $20 for my sessions but then a few months later my fee went up to $113/117 with no warning. I was going weekly! When I brought it to my insurance and SonderMinds attention SonderMind said they stopped billing my second insurance in error and would redo it. It has now been months later and Im still being billed. Today at 3 AM, I received an email stating an upcoming charge from SonderMind for services dating back to 1/4 and 3 for $497 plus $234 for services in 8. They have now completely lost me due to their billing issues/inconsistencies. This is not the way to do customers. I went from paying $80 a month for my therapy sessions to being charged $452 a month?! I need to see all billing, payments, every breakdown, because not many people have an extra $730 just sitting in their account waiting for incorrect billing from a medical ***. Especially the month before Christmas in the midst of a pandemic. I will never utilize SonderMinds services again.

SonderMind billing is absolutely HORRIBLE! After months of back logged claims not being submitted they have combined dates as well as appointments for two different members of my family for claims to the insurance company. Not only has it confused the insurance company, myself but they have caused such an issue that my health savings account has been placed on hold. NO ONE at SonderMind has a solution other than to have a three-way call with the health savings account *** I have wasted a FULL day on phone calls to try to sort things out and at this point it looks like we have been double billed not to mention that between myself and one of my kids we have paid out almost $1,100.00 in the past 2 months for appointments that were not billed at the time of service that date back to *** of this year. WHO has that kind of money available for repetitive hits to their checking account with very little explanation from SonderMind?! BEWARE! One of my two kids found a wonderful therapist, while the other was placed with a therapist that in the end before we stopped therapy through Sonder and sought therapy else where spent 4 months with my kid weekly to only say after that time frame I don't think I can help you. SonderMind will not receive my recommendation ever.

This has been the worst healthcare experience of my life. They told me they were in network and provided me with an NPI and Tax ID. I verified in my carrier portal and verbally with a rep that they were. They then proceeded to bill me under a different NPI that is NOT in-network, and tell me I am wrong about my coverage. They then admitted their provider was credentialed incorrectly and took months to fix this error. They say they have resubmitted my claims and corrected the error, but only time will tell if they actually show up as in-network this time, as it takes *** days for a claim to process.They also, just now told me, that I need a prior authorization in order to have coverage and contact my therapist to submit. My insurance could only verify that I may need one, and advised me to get one, just in case. However when I contacted my therapist she said the only reason she uses these platforms is to not deal with insurance or submit priors. I am at a loss with what to do at this point and feel like they do not care if their mistakes impact their clients . They do not seem to care about you. They do not seem to care about your mental health. They just seem to want to drain your bank account. If you care about your time, and mental health, I would NOT recommend SonderMind.

Started off with being contacted via a text message accusing me with not setting up my online portal yet and if I need assistance please call them...except I never was sent ANYTHING before this text message. Since the VA was taking care of my treatment plan, I immediately notified them saying this probably won't work but I'm not trying to spend more time waiting for another referral. They recommended I attempt them, so I did. I matched with a therapist, did 3 sessions total just over 2 months and not the once a week like I was scheduled for, they cancelled the rest not me. May 19th I login for my normal appointment and therapist doesn't show. I message her via their system, I call their office, and I email asking where my therapist is cuz that was a session I really could have used. I get told all my future appointments were cancelled as they only schedule 4 appointments at a time...since I was still only at 3 total, this definitely triggered me more. I let them know I will not be using them anymore and contacted the VA back already to be seen elsewhere and the VA fully agreed, with the amount of problems I had with SonderMind even they were confused. I told SonderMind to never contact me again...only for them to contact me repeatedly since then, including today, and I finally told them if I hear from anyone at SonderMind again I will be filing a harassment report against them. I'm contacting the VA now to let them know ti remove SonderMind from their referral system since this is how they treat patients.

After creating an account, a therapist reached out to me almost immediately, pressuring me to schedule an appointment. I agreed and was instructed to enter my credit card information on a website for booking. Regrettably, I complied. On the day of the appointment, I didn't receive the location from the therapist, so I found it through his own website and went there, arriving at an apartment complex 30 minutes early. Feeling unsafe and suspecting a misunderstanding about a video session, I texted to confirm an in-person meeting but got no response. I left at 3:55 pm, my appointment being at 4 pm. While driving home, he called at 4:05 pm and texted, but I didn't check my phone until I arrived home at 4:30 pm. When he called again, I learned I had been given the wrong address, which he denied knowledge of despite it being on his website. He then asked me to reschedule and mentioned a cancellation fee. I refused, explaining the situation, but he directed me to contact Sondermind. Sondermind was unhelpful, deferring to the therapist. I was charged an $85 fee on a card I had removed from my account and didn't possess. They ignored my follow-up communications. This was an appalling experience with a company that seemed to prioritize profit over mental health. I advise against using this website.

I can't seem to get this issue resolved with anyone in the mpany so I want to file a mplaint.To start with, I have United *** My insurance said they would ver therapy through your services. I sent my information with United Heathcare over to SonderMind and they accepted it and SonderMind assured me there would only be a $25 *** pay to see a therapist, which I did. They charged me the $25 pay on 1/18, 1/24 and 2/7 like they should have. Then for reasons not known to me, they now tell me they are "out of network". Why did they tell me they are out of network after one month in when *** says they are vered? And if they are out of network why didn't they let me know before I started therapy? Why did they wait a month to notify me? Now just like most mpanies who won't take responsibility, they want to make this somehow my fault. So now, not only did they take *** pays from me, now they say I owe them another $207 on top of that. A total surprise billing.I have ntacted SonderMind three times about the issue and nothing is resolved. The last time I talked with someone named *** and she assured me last Friday that she didn't understand the charges either and and someone would get back to me by Tuesday. Well, Tuesday (yesterday) came and went and no one got back to me. On top of that, to add insult to injury, I get an e-mail saying my card has been charged an additional $103. Now it looks like they will charge another $103 later this month as well. If I had not gone thru SonderMind and just payed my therapist directly it would have been less money than SonderMind says I now owe. I sent yet another e-mail to someone named *** and I got a snotty e-mail that said "The Charges will stand". This type of business practice should be unacceptable. I'm very disappointed in this mpany and I would not remmend it to anyone lookin for unseling. I know the founders of the mpany are *** and ***.

While I have had good luck with my therapist, I have had a terrible experience with Sondermind's customer support and billing (or as they refer to it "revenue" team). I was initially told by Sondermind (similar to what was noted below): 10/06 Hi ***! Thank you for letting us know about these concerns. Before you set up your account completely, we give you access to view your therapist matches and a small bio they have written themselves. We do require a payment method on file (HSA, FSA HRA cards are also accepted), as well as insurance information if you choose to use those mental health benefits. The reason behind this is because we do the administrative work for our therapists, ensuring they are able to see their clients without having to worry about billing, insurance, etc.Well, it turns out they will not accept my insurance payment, they want me to pay out of pocket for the entire fee rather than just my responsibility of the payment for services after my primary and secondary insurance. They literally told me that their system only allows one payment form, and they cannot fix the error of prior ***, because their system does not allow refunds. I wish I had read the Complaintsboard.com reviews for Sondermind more closely before choosing a therapist that bills with them, but I trusted that since they accept my insurance and was in-network, that they were a legit company. Turns out this is not the case, and now after I've already established a relationship with my therapist (not an easy thing finding an in-network provider during the pandemic) I find that I will likely have to start over again. This is *** to believe that as a business who accepts credit cards that you have no way to split a charge to multiple forms of payment or process a credit / refund / charge another card? No wonder they don't allow you to speak directly to a billing representative. I have also experienced multiple problems with their portal dropping during sessions, etc.

Since it is so hard to get a call back from your company or an appropriate resolution, I have to resort to this forum. I have also started a BBB complaint, a complaint with the AG office and the State Dept of Insurance. Your billing practices are deplorable. Both my son and my wife have tried communicating with you. Both of their insurance coverage pays fully for mental health visits, yet when you have some insurance snafu, you immediately charge a credit card or debit card on file. Furthermore when asked repeatedly to not charge my credit card you do so even though my son is independent and has not been authorized using my card in over 2 yrs. Then you told him you would refund my card and have never done so. You’ve even rejected my credit card disputes. I want to discuss your company practices with Mark Frank, because I applaud what he’s done to make finding help easier and also allowed independent providers to provide services and take insurance through your platform, yet your business practice are beyond deplorable.

I’ve contacted Sondermind since March 2023. Due an insurance 6 months worth of bills piled up and I was not made aware until March. I gave them all the information that they needed and they have yet to fix it. Countless emails and phones with basically everyone at Sondermind still no issue has been fix. Supervisors won’t call you for WEEKS. They only want your money and do not care about their patients!

My patient confidentiality was recently completely violated by a therapist at Sondermind, and here is the formal complaint I submitted. Please be aware, some of these therapists are completely ignorant when it comes to laws regarding mandatory reporting.

“Subject: Complaint Regarding Breach of Confidentiality and Unprofessional Conduct

To whom it may concern,

I hope this letter finds you well. I am writing to bring a serious matter to your attention concerning the conduct of one of your therapists, XXXX. I am a patient at Sondermind Therapy and recently received my first therapy session from XXXX.

In the course of our first session, I briefly explained to XXXX I had been a childhood victim of abuse by the hand of a family member some 40+ years ago. For the sake of explanation, this person has not been a part of my life for over 35 years, and neither have I seen or spoken with them in all these years. I know nothing about this person’s life, or even if they’re dead or alive. In fact, I only learned of this abuse 10 years ago when I began to have memories and flashbacks and then confided in my sister who shared she had the same experience.

I have confided in many therapists over the years, and all of them have assured me there was absolutely no reason to report these past events unless I knew a child was in imminent danger or if I was still in imminent danger, which I am not.

I am deeply disturbed by the recent actions of XXXX and her complete ignorance of reporting and confidentiality laws for her profession, and am now taking necessary action to seek your intervention.

On Wednesday, July 27, 2023, during one my therapy session with XXXXX, she breached confidentiality by reporting sexual abuse that occurred 40 years ago to the police without seeking my consent or permission. As a result of her actions, the police showed up at my home, requesting signs file a report, and causing immense stress and re-traumatization for me and my children, who were present at the time, and who were startled and distressed by the sudden and unexpected visit from the authorities.

The breach of confidentiality by XXXX has left me feeling violated, betrayed, and unable to trust the therapeutic process. Her actions have not only negatively impacted my mental well-being but also disrupted the sense of security and privacy within my family.

Due to this egregious violation of ethical boundaries, If there is not serious action taken against XXXX by your company, I will be left with no choice but to seek legal recourse and will not hesitate to involve a malpractice attorney to address this matter.

Therefore, I request that Sondermind Therapy take immediate disciplinary action against XXXX for her unprofessional conduct.

Furthermore, I kindly request the following resolutions to rectify the situation:

1. Refund for the therapy session I have paid for with XXXX.

2. An immediate transfer to a new therapist who upholds the principles of confidentiality and trust.

3. A written apology from XXXX acknowledging the breach of confidentiality and the distress it has caused.

I believe that addressing this matter promptly and professionally is essential to preserve the integrity and reputation of Sondermind Therapy. I hope that you will take my concerns seriously and act swiftly to resolve this situation. I look forward to your response and a resolution to this matter.

I have emailed a few times without any response about sessions that got covered by insurance that I also got charged for, meaning they are now paid twice. I have has 4 sessions in February that got charged to my card and also my insurance since I had (and still do) coverage however somehow it did not process and all sessions and February were charged to me. I have talked to insurance and received statements that they have covered the sessions yet I haven't heard back from Sondermind. Insurance has told me to request a refund from the provider since insurance has already paid and sent the information over to them and this is the first time my emails to Sondermind have not been responded to for weeks, I have been able to resolve other issues in the past yeards but not I am getting silence.

This company told me my daughters therapy was covered for six months before they came back said they wouldnt cover her. They said they would try my secondary insurance and went and charged my card anyway and took every single dollar they could from my account.

I have contacted Sondermind 3 times between billing inquiries and asking to delete my account and I have received no response each time. It's funny that they can post jobs and send out rejection letters but can't respond to a customer service email or request to deactivate an account. Are there even customer service reps?

I have had an awful time with this service from the beginning. On this occasion a therapist was matched with me and then scheduled an appointment wit me without consent on an early Saturday morning, then went on to charge me for the appointment I did not agree to. After telling them what had happened and being promised it was going to be fixed they blocked my acount from seeking another therapist. Stopping my ability to get further help that I needed.

1) I tried to upload my insurance information to their website. When it failed for reasons unknown to me, they did not inform me that it failed, and thus I was under the impression that my insurance was successfully uploaded and applied to their sessions. 2) They permitted me to see a therapist whom I thought was in my provider network. At no time did they warn me that this person was out of network. 3) They then allowed me to see said therapist many times, racking up substantial debt. At no point did they warn me of my looming debt. They then gave me a surprise charge for the services and did not give me any warning whatsoever.

Sondermind did not look into my health insurance's copay, rather they charged me $50 when my copay is $30. I had called to inform them of this, they repeatedly tried to argue with me that it was $50. I had to call in repeatedly as they charged me incorrectly twice. I disputed the $20 overcharge with my bank. Sondermind, days later, refunded me $20. One week later, because I disputed the charge with my bank, retaliated against me and cut off my ability to see my provider. I spent over an hour on the phone on 8/24 with no resolution. Today (8/25) I spoke with a representative who stated that it would take up to 3 business days for billing to "clear the issue". I was supposed to see my provider today, but can not attend my appointment because of their inability to accurately handle claims and health insurance.

I was having counselor on line. Until last month my counselor always change the date for the sessions. She did in May 28/22. I had 3 days different for the session. So I miss the sessions, she blame it all on me. The money she out my account was *** that night. Will I give her another chance to correct it, but she did to me again. I had session with her on 6/6/22 at 10 am but she change for a hour later, then change it again without send my email about the second change so I miss this session now too. She is trying to more money out my account of *** for miss the appointment. They are taking money off people with doing anything to earn. i live off disability so this *** hurt plus the over draft fee because my account had *** in it at the time. More and likely I will have another overdraft fee because I only have *** as of today. Please help/. Thank you

A counselor on this platform changed my appointment from Thursday June 23rd 2022 at 4pm to Wednesday June 22nd 2022 at 4pm without informing me, leading to an $85 no-show fee. Despite presenting emails and screenshots to customer service and the counselor, I was compelled to pay to avoid service denial and debt collection. I unsuccessfully attempted to contact a supervisor four times and clarify the unnotified change. The counselor falsely accused me of being informed, canceled 11 further appointments I didn't schedule, and ended our sessions. It's unjust to alter appointments without client awareness via phone. Monitoring my email or the portal constantly isn't feasible. The counselor thrice refused to waive the fee, possibly as retribution for my complaints, and Sondermind support was unhelpful, leaving me without options. Reluctantly, I paid the fee to prevent debt collection actions.

This organization takes advantage of individuals with mental health needs with unethical billing practices. Twice now I have had issues where they are improperly billing my health care and do nothing to tell me. By the time I can get in contact with them, I owe multiple claims worth and it is impossible to pay easily. The first time, they were billing my old insurance company and never let me know. Obviously this resulted in the coverage being inactive an inaccurate bills (which were received weeks later). In May 2022, I noticed that I had not been getting auto-deductions for my visits again. I looked into my account and had not been billed since the end of March. I immediately contacted Sondermind and they claimed that my coverage "suddenly lost mental health care support." I work in health care and I know this is not what happened. I called my health care provider and they let me know that they haven't received any claims. I was never notified that there was any billing issues and it had been over 2 months at that point. I contacted Sondermind again with UHC on the line and they confirmed that I do have mental health care. They then stated they would contact me back after the escalation team reviewed it. I emailed them multiple times asking for updates and assistance as my bill was now going to be extremely pricey due to their failure. Now, July 19th, I contacted them again because I suddenly was hit with all my bills. The lady on the phone said, I'm responsible for all the costs and they were billing, once again, my old insurance. I don't understand how they can be billing the correct insurance for 5 months and then begin to bill the wrong insurance from a year prior. It is horrifying that I have to rely on this organization to get mental health care.

I have been struggling with the fact that my husband has been diagnosed with young onset Parkinsons disease. My employers EAP program offers mental health counseling so I contacted Sondermind. When I contacted them I let them know that my first three appointments would be through my EAP and provided them with the authorization number. It took them 3 days to match me with a therapist that excepted my EAP. When the therapist contacted me to make an appointment, I verified that I would be seeing her through my EAP program. She told me that Sondermind handles all of her billing and assured me that if they said she was participating, then she was. My first appointment was un May, and everything seemed to go smoothly. After my second appointment, on July 6th, I received an email stating that my credit card was charged $130.00. I contacted them immediately and was told that the provider didnt accept my EAP, and that I had been charged for my July visit. When I questioned them about my May visit, I was told that claim was just sitting there and had never been submitted. The representative stated that an email was sent notifying me that the therapist was not participating, but admitted that it apparently did not go through. She was unable to help me, so I asked to speak with a supervisor. That was on July 11th and today is the 14th, still no response. I asked the rep to have the Supervisor please listen to my initial call so that they would hear that I would only be matched with a participating provider. My husband is unable to work, so we are on a very fixed income. I would never spend that kind of money on myself. I am so disheartened that a company that specializes in helping people through difficult times would be this awful. I wish I had never sought help because this stress has only made things much worse. I would greatly appreciate any help that you could provide.

My therapist changed to Sondermind about a year ago, during the pandemic. It is a telehealth mental health provider. When she switched, I followed and set up an account with Sondermind online. I set up the account with my insurance and saved my FSA and debit card info so that i could make online payments to them as this was a web-based company and there was no office to go into. I missed my appointment this week, so I received a NO Show fee. This I knew would happen. I logged in to my account to see the fee and figure out when I was going to pay it. I noticed I was being billed for an appointment on 6/3/22. I did not see my therapist on that date as it is a Friday and she does not work on Fridays. I checked with her and she confirmed there was no sessions on 6/3/22. I also received the email that I had a *** due for the NO Call No Show that next day. After work today, I was checking my email and preparing to call Sondermind to find out why I was being charged for a session I did not have and make arrangements to pay the No Show Fee. Upon opening my email, i noticed a receipt for $85 that I did not authorize from Sondermind. I called Sondermind to inquire about the two issues. The explanation I was given about the charge for the session was "Oh I have seen that before, but I show your paid up so just ignore it" Then when I asked for the authorization form I gave them to auto charge my Debit Card they could not produce the document. She kept saying I consented to it when I signed up for the account. She kept saying there was a financial responsibility disclaimer I signed and it should be listed in the documents online. When I told her no such document existed and read to her the only docs I did sign, she blamed it on me being on the mobile app, when i logged into the computer it still did not exist. After the call ended, she sent me a generic copy of their agreement but not one I authorized.

I see a counselor through Sondermind. I was told they were in the network, and they were not. So I was billed as out of network. Neither my insurance company (Medical Mutual) nor sondermind will rectify the charges for the sessions prior to 3/10. The appointment dates that this applies to are (1/11, 1/25, 2/3, 2/10, 2/17, 2/24, 3/3, and 3/10). I should have been charged $20 per session, instead, I was charged a total of 308.86 with an additional 181.25 remaining to be billed. After 3/10, there were coding issues with multiple sessions. The code should have been F43.20. I spoke with the billing department and the counselor multiple times to rectify the issues prior to being billed. The counselor submitted the correct codes, which the billing department confirmed were submitted by the counselor. However, the correct code (F43.20) was not applied to the sessions so I was billed incorrectly for those sessions. The dates of service were: 5/18, 5/26, 6/3, 6/7, and 6/10. I have been billed a total of $404.87. I should have been billed a total of $100 for those dates ($20 per session). I am disputing the charges currently with my credit card company that were billed on 6/12, 6/15, and 7/31. This is a lot of money for me to pay when I have insurance that covers all of these sessions with a copay of $20. Instead, I am being billed incorrectly, and my insurance company and Sondermind are not rectifying these errors. I was told by the billing representatives that they do not give refunds and will only add the credits to the account. However, as there is such an exorbitant amount of overcharges, I want the money back onto my credit card. As each session is $20, I would never need that much money for sessions and so I want the money refunded to me onto my credit card. Also, after all of this stress and frustration from the company, I am not sure I want to continue using their services. I can't afford to be overpaying for these sessions.

My Issue with Sondermind regards them charging me exceedingly more for their services than I was directly lead to believe at the onset of services. I chose to see a therapist that was in network for my insurance coverage and was led to an office that uses Sondermind to processes their payment. BEFORE, beginning services, I was instructed to submit my insurance information so that it would be on file and I could receive an estimate to determine if the price of the services would be affordable for me. Once I submitted my policy information, I was given an estimate of *** dollars per session. This was fine with me and I was told by sondermind that I would not know the exact amount until after completing my first session and having it filed away. This was on January 11th. My first session was on January 12th and I called sondermind immediately afterwards to find out what charges would be. I was informed that there was a latency in charges appearing and that it would be a few weeks before seeing the exact amount. I proceeded with sessions as I was instructed, based on my insurance, that sessions would be between 30 and 60 dollars at most.After a few weeks of sessions, I called sondermind again and was told the same information. It was not until after receiving an estimation of benefits from my insurance provider after two months of sessions that I was informed that each session would amount to 117 dollars.This is unacceptable to me as the only reason I proceeded with sessions was the assurance of the prices within the estimated range. I gave them my insurance information to begin and was given an estimate based on that.I filed complaints with sondermind repeatedly and was told that my policy did not cover the services as they were filed. Being that I gave them my information before ever receiving services and they gave an estimate based on my policy, I find it unethical to charge me the nearly double of the high end estimated price.