Billing issues from hell
This company seems like a great idea - quick, accessible therapy sessions virtually from your phone. It really helped me in my time of crisis - until I started getting billed unexpectedly, even though I have insurance. When signing up, they ask you for your insurance provider and immediately approve you for therapy sessions, only to find out that 7 months later, my insurance denied their coverage and now I’m paying thousands out of pocket. And don’t even get me started on trying to understand their billing system - it’s all over the place and makes no sense.
My advise is: only start with SonderMind if you’re willing to pay out of pocket for every session. Don’t expect your insurance to cover it. Don’t be surprised when you start getting billed weekly.
My advise is: only start with SonderMind if you’re willing to pay out of pocket for every session. Don’t expect your insurance to cover it. Don’t be surprised when you start getting billed weekly.
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Notifications don’t work
Notifications never work! Have them on in iPhone settings and app!
Therapist no show for Sessions
I have had3 sessions booked, 1st on was rescheduled, 2nd one no show , 3rd one therapist no showed again
Great when it works
80% of the time the app doesn’t let me log in. My credentials are right (I can go to the website) but the app just spins forever instead of logging me in or timing out.
Horrible and unusable 👎
I wouldn’t recommend anyone use this until they make sure the app actually functions. About 95% of the time, the app doesn’t even load and if it does, it functions like a website from the 90s because it has NO purpose to help anyone - especially if they were traumatized by tech. Will never recommend.
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App Issues
App doesn’t load or takes forever to load even after re-installing. Very frustrating.
Huge $$$ Scam
Not a Professional Site! I was under the impression that this app would help serve clients like myself with a Professional therapist & it would be helpful?! Not so!
Upon my very first session with mine I was concerned because I wanted to do the video sessions & At first mine only wanted to do the audio sessions.
I had no idea who I was talking to or what she looked like & if her profile picture was even real?
I contacted SonderMind inquiring about my concern for them to not care at all. Telling me that she had the option to just do whatever basically & I’m telling them that I would feel more comfortable with at least seeing who I was talking to ?!
They then advised me that they could “help” me find another “therapist” although I told them that mine was ok for now & that was the only issue at that moment. On her profile it said she did video sessions?!
Upon that first brief initial consultation with my “therapist” I clearly asked verbally if she accepted my insurance & told her twice what mine was.
She said oh yes they accept it and I said are you sure and she said yes and for me not to worry about anything so then we book my sessions.
3 sessions later SonderMind emails me to tell me that my therapist is out of NETWORK??
I immediately contact my therapist who said that she wasn’t “aware” of that and would contact billing?!
Needless to say Billing didn’t help! The SonderMind so call customer service is all about $$$!!! They don’t care about your wellbeing or your mental status!! Such a pathetic way to try to get over on hurting people who obviously needed the services!!!!
I am highly disappointed!!!!
Upon my very first session with mine I was concerned because I wanted to do the video sessions & At first mine only wanted to do the audio sessions.
I had no idea who I was talking to or what she looked like & if her profile picture was even real?
I contacted SonderMind inquiring about my concern for them to not care at all. Telling me that she had the option to just do whatever basically & I’m telling them that I would feel more comfortable with at least seeing who I was talking to ?!
They then advised me that they could “help” me find another “therapist” although I told them that mine was ok for now & that was the only issue at that moment. On her profile it said she did video sessions?!
Upon that first brief initial consultation with my “therapist” I clearly asked verbally if she accepted my insurance & told her twice what mine was.
She said oh yes they accept it and I said are you sure and she said yes and for me not to worry about anything so then we book my sessions.
3 sessions later SonderMind emails me to tell me that my therapist is out of NETWORK??
I immediately contact my therapist who said that she wasn’t “aware” of that and would contact billing?!
Needless to say Billing didn’t help! The SonderMind so call customer service is all about $$$!!! They don’t care about your wellbeing or your mental status!! Such a pathetic way to try to get over on hurting people who obviously needed the services!!!!
I am highly disappointed!!!!
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Deleted my account and that didn’t stop the frustration
Beware— providers can make appointments even after you remove them from your care team and explicitly tell them that you are establishing care with somebody else. I deactivated my account as I wanted switched to a place that my insurance covered completely. Lovett Ndubisi was able to schedule an appointment for me that I never knew about nor consented to. She had previously made an appointment for me I could not attend and did not agree to and I wrote to her not to do that again. The NP was able to schedule an appointment after I had removed from my provider care team and notified in writing via the app messenger that I would not be continuing care with her 2 months prior to my no-show appointment. I notified her in may that i was leaving Sondermind, account deactivation applied for immediately and email confirmation of deletion 6/4, and she attempted to bill no-show for appt 7/10.
Even after account deactivation and paying all bills in full, your credit card remains on your account. The app was smart enough to reject attempts at a no-show billing on my deactivated account. But I feel uncomfortable my credit card remains billable and the customer service agent doesn’t have authority delete the credit card info on a deactivated Sondermind account.
I cannot log into my deleted acccount but still get emails about “check in” questionnaires (which tipped me off about the unethically scheduled appointment). Customer service via is a quick response bot and the customer call line is hard to find on the website for if you have problems. The humans in customer service are kind. Romona was amazing and knowledgeable when handling my billing concerns.
Even after account deactivation and paying all bills in full, your credit card remains on your account. The app was smart enough to reject attempts at a no-show billing on my deactivated account. But I feel uncomfortable my credit card remains billable and the customer service agent doesn’t have authority delete the credit card info on a deactivated Sondermind account.
I cannot log into my deleted acccount but still get emails about “check in” questionnaires (which tipped me off about the unethically scheduled appointment). Customer service via is a quick response bot and the customer call line is hard to find on the website for if you have problems. The humans in customer service are kind. Romona was amazing and knowledgeable when handling my billing concerns.
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Scammy
They aren’t transparent with the charges. $433 billed for a one hour appointment is disgusting and predatory. Taking advantage of vulnerable people is really messed up.
Poor UI
The app is almost unnavigable. I have 1 great psychiatrist I see regularly but it’s impossible to schedule a meeting with her thru the app as she’s apparently not on my Care Team. I can schedule appts with 50 other psychs and therapists though. It’s the worst. Their non-mobile website is the only helpful way to interact
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Sound
The sound was terrible
Therapy for 10 year old
I have messaged the provider three times with no response. 2 appointments went fine then no links for our weekly appointments. Charged late fees plus therapy fees with no links for her to even get on.
Horrible
Stay away from this place! Their billing is messed up. Takes forever off they make an error to get through to a person. Referral issues, billing issues, locking accounts, not processing paperwork, assigning providers that don’t take your insurance and then an hour later being on hold with messages and getting harassing emails from their system. Use a better service and app.
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Wonderful help
I spent over $10,000 on a private therapist out of network before I found Julie at Sondermind. She’s compassionate, direct and very wise in the ways of healing trauma. I consider her counsel invaluable.
Initial scheduling does not communicate failure well
When initially using the app, the scheduling is a “request” not actual schedule for a session. Because me payment was wrong the first session I “thought” I had didn’t go through.
My scheduling request now that payment is fixed do nothing.
This app need more clear communication in this regard.
My scheduling request now that payment is fixed do nothing.
This app need more clear communication in this regard.
Complete scam - read the other 1-2 star reviews too. They’re all true!
They mischarged me twice even though I talked to their agent who reassured me that my payment is adjusted to charge my insurance. After I was mischarged, I try to call their customer support line at least twice a day for 2 weeks straight and nobody answers. I also emailed them and nobody ever responded.
There’s no customer support info on their app. You have to Google it. The only support on the app is the AI agent which doesn’t do anything except giving you mental health recommendations, which is useless when you need help with billing.
Avoid this app if you wanna avoid the headache!
There’s no customer support info on their app. You have to Google it. The only support on the app is the AI agent which doesn’t do anything except giving you mental health recommendations, which is useless when you need help with billing.
Avoid this app if you wanna avoid the headache!
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The App isn’t that great
Freezes, spins, etc I can book more then on session anymore. Assigns ppl I didn’t pick while leaving others off the list.
My new therapist is amazing!
My new therapist is amazing!
Therapy at home
I love Jessica. She is such a great Therapist and she really tries to help me and I really appreciate her.
Not a user friendly app
This app is very frustrating to use. For an app that’s meant to help people get help, it doesn’t do its job…
Life Changing Decision
Absolutely life changing! My therapist is amazing and I wouldn’t have made it this far without her ❤️
