ComplaintsforSonderMind Inc

• Initial Complaint

  08/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been charged twice for sessions that I had and paid for in February. My account on their website reflects these payments. I've reached out several times via phone call and email. They don't have a billing department you can call though so I just keep ending up with a "placement specialist" who marks my file as urgent, but I never hear from anyone. At this point they've over charged me by $119.25 and they've sent me an email that they'll be pulling out an additional $119.25 on September 30th.

  

  Business response

  09/03/2024

  As a one time courtesy we have agreed to waive these claims. We have sent a request to our billing team to waive and have notified the client.

  Customer response

  09/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contacted ****** regarding some therapy counseling. They referred me to several therapy options one of which was SonderMind. I contacted SonderMind filled out their extensive paperwork via the internet and was given several therapist who supposedly accepted my ****** ******************* I was quoted a copay of $19 for each session. I found a therapist and set up and completed a session on Aug 2. Shortly after I received a bill for $119 and I contacted SonderMind via their message system immediately to have the billing corrected. No response. I sent another message, no response. On Aug 11 they charged my credit card on file for $119. I then sent 2 more messages, no response. I would get an auto response email that said they received my message and would respond within 24 to 48 hours. On Monday Aug 19 I was successful in contacting them by phone and talked to *****. She did some research and said their system showed that the insurance was ****** but was fixed at a later time to ****** ******** which apparently the therapist with whom I had a session was not in network with ****** ********.. I just need them to fix the billing by submitting it to the correct ****** ******** insurace and refund me the $100 that I overpaid due to the breakdown of the correct insurance information in their system. After *****'s addressing the issue, their system prompted me to find a new therapist. I am reluctant to continue my counseling until I am assured that they have fixed the problem. I submitted another message on Aug 20 through their system and have as yet to receive a response.

  

  Business response

  09/03/2024

  We will waive these claims as a one time courtesy. We've sent the request to our billing team and have notified the client.

  Customer response

  09/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I started therapy session in January 2024 through Sondermind. At the time I was told that they had a "hack" and were delaying charges. A charge came through in May for $119. I assumed this was a bulk sum. My copayment is $35. I am attaching a screenshot of the charges. I have color coded the charges that I believe correlate. I have continuously attempted to contact them, with minimal response. I am now set to be charged $185 for services that are not even scheduled as I had to cancel when a resolution was not happening. I have had to cancel my cards. I would like to be refunded the overcharge of $182 at minimum. Preferably, I would also like something for the hassle.

  

  Business response

  08/26/2024

  The clients claims have been, and continue to be, submitted as Self Pay by their provider. However, we have sent requests to our billing team to resubmit the claims to insurance. Three out of four dates of service have been received and refunded to the client. We have sent a request to expedite the refund for the 4th claim and notified the clients provider to submit claims to insurance instead of Self Pay. Our team will be reaching out to the client to provide an update as well.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have had 6 sessions billed through Sondermind within a month, all due in August. These sessions reach back all the way to April and are spread out throughout the months. These 6 are random dates I was never billed for until recently even though I was being billed for other sessions around similar dates. I had a balance due of $936.51 all due within the month of August. I have put two email tickets in trying to get ahold of Sondermind and have gotten automated responses saying I will hear back within ***** hours. I have not gotten any response after 2 weeks. Sondermind has only since then sent out a mass email saying there are billing delays. In this mass email they have said their team would be happy to set up payment plans yet I cant get through to them to set up any sort of payment plan. I would just like to speak to someone and figure out why my billing is so random as well as try to solve this issue, I dont think its feasible to be billed this amount within such a short period of time and not have any sort of customer service at least explaining why or giving any kind of solution.

  

  Business response

  08/14/2024

  These claims are related to the Change Healthcare outage, which has caused disruptions in the health care industry since the beginning of the year. The charges are valid for this client, and we have reached out to them to help set up a payment plan for the remaining charges.

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Friday, July 5, 2024, I reached out to SonderMind informing them about being overcharged $11.38 for therapy sessions on the dates 2/28/24, 3/6/24, 3/27/24, 4/10/24, 5/1/24, 5/31/24. My copay was $11.37 after insurance, and SonderMind charged me $22.75 for each of the sessions. Then, on July 7th, 2024 I was charged $56.85 for my July 2nd, 2024 session, my insurance copay was only $11.37 again, overcharged $47.48. In total, I have been overcharged $115.76.I was responded to on July 11th, 2024 stating I would be routed over to the appropriate team to process the refunds for 2/28/24, 3/6/24, 3/27/24, 4/10/24, 5/1/24, 5/31/24 sessions. I was told it would take 7 business days to process this. It is now August 8th, 2024 19 business days passed the promise and I have not received a refund of my overcharged amounts.For the July 2nd, 2024 session, I was told (on July 11th, 2024 email) I needed to wait for my Explanation of Benefits to be received. My insurance processed this on July 5th, 2024 stating my copay is only $11.37, yet I was billed on July 7th for $56.85 from SonderMind. I reached out on July 5th, 2024 case number ********, July 10th, 2024 case number ********, and July 29th, 2024 case number ********. My first time on July 5th was to ask about the overcharges. July 10th and July 29th were follow-ups because SonderMind states a response will follow within ***** business hours. The only response was the July 11th, 2024 email from SonderMind and, most recently, on August 1 2024 with a blanket statement about Healthcare Billing Delays from earlier this year. Based on these communications SonderMind has failed to refund me my $115.76 of overcharges and will not communicate what is happening in the process by not responding to my follow-up questions through their Contact Us page since no phone calls are accepted to resolve an urgent billing matter.

  Customer response

  08/13/2024

   

   

  I was not sure how to sign the form online as it was stated, but I did print and sign and I will attach it to this email as well. Thank you for your help with this.

   

  All the best, 

  ******

  

  Business response

  08/15/2024

  Refunds were processed and the client was notified.

  Customer response

  08/26/2024

  
  
  Hello!
  
  My response to the business would be to "accept their response and the actions taken" 
  
  
  Thank you for your help throughout this process.
  
  All the best,
  ******
  

  
  

• Initial Complaint

  08/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 28, 2024, I was charged with $130.95 for a session from Feb 2023. All my sessions were covered by insurance, the only other charge I paid for $85 was for not attending one session, as seen on the evidence this one was paid immediately. All remaining sessions were pid by insurance. I've tried contacting the merchant to stop this charge in 3 different opportunities, nothing, no answer. There is no reason why I should be charged 5 months later after my last appointment when the totality of my sessions were paid by my insurance provider.

  

  Business response

  08/14/2024

  This claim was processed incorrectly by our billing partner. We notified the client that we have resubmitted the claim and refunded them.

  
  

• Initial Complaint

  08/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I get EPA benefits from my employer, they provide 10 free session that they pay in full without touching my insurance benefits. I have an authorization, signed up with Sondermind and gave them the auth number for billing. They made me add an additional payment method just to use the service, so I added my HSA card even though I would not need it. I had 5 visits, they have billed 4 so far to my insurance, which they paid and have confirmed. Sondermind was already paid by my insurance; however, they are billing my HSA card. So far, 2 of the visits total $234 has been removed from my HSA and they are continuing to try and remove the rest but they have now drained my HSA card with the Double Billing. ***** has tried repeated to reach out for a resolution. I just got an email from Sondermind telling me I can set up a payment plan...but I don't owe them any money, they now owe me. They are still bouncing payments from my HSA

  Customer response

  08/09/2024

  
  
  Hello 
  
  I have enclosed my signed HIPAA form.  If there is any issue with the transmission or you have any questions, please feel free to contact me.
  
  Thank you
  

  
  

  

  Business response

  08/14/2024

  The clients claims were submitted to insurance by the provider, not to the clients EAP. We have expedited the claim resubmission to our billing team. Our team refunded and notified the client.

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was seeing a counselor via Sonderminds online video chat platform. I had an appointment scheduled on June 19th 2024. I logged into my online account and entered the session video chat on time. After about 10 minutes of waiting for my therapist to log into the chat, I received a text message from the therapist stating that he was waiting for me. I text back informing him that I was already logged in but received no response back. I logged out and logged back in and it showed that the session was still waiting for the therapist to join. The therapist texted me again to which I responded immediately as well. This went on for 30 minutes. I finally gave up and send the therapist a message on SonderMind. We were both baffled that we could not reach each other via more than one technological platform(phone text and Sondermind)Within 2 days I received an email from SonderMind that I would be charged $85 to my credit card Mind you, my insurance had been paying for my sessions in full each time. I attempted to stop the transaction by reaching out to SonderMind via email. I was informed that the charge was for a no show for my appointment. I was still charged $85. I have disputed the charge via email by providing proof that I was there, logged in for my appointment on time by providing screen shots of me on the SonderMind platform waiting for the therapist. The screen shots showed the date and time. The response that I received from SonderMind was that my dispute was sent for further review and would take ***** business days. They were responsive at first until after the timeframe they gave me. I have sent multiple emails since with no response at all. This is not the first time this has happened, I gave up last time after not being able to reach someone via telephone. I just want a refund and for SonderMind to be accountable for their failed video platform and that they stop taking advantage of people who are already struggling, hence the need for counseling or therapy

  

  Business response

  08/14/2024

  We have waived the fee for this client as a one-time courtesy.

  Customer response

  08/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They have overcharged me 2x for the same appointment in April! I had an appointment was overcharged- after finally getting someone to help me, I was refunded - I was charged again today for the same appointment!

  Customer response

  08/09/2024

  attached

  

  Business response

  08/14/2024

  The client was charged an additional fee for date of service 4/11/2024 due to insurance processing as OON in error twice. We have refunded the client and notified them.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I've been a client on your platform for over 3 years. I've been matched with an amazing therapist with whom I've built a rapport over that time. Until this spring, I've had few to no issues with your platform. Whatever changed around March with your billing practices has put me and I'm sure many other patients in an unreasonable position where you're trying to bill us for 5 months of sessions in just one. You advised I ask for a payment plan, which I did with all details included. To date, I've received no meaningful response to resolve my problem, but you've also continued to withdraw money from my account almost every 5 days. Over the next 5 days, you have 3 more payments scheduled to come out of my account. This is beyond unethical; it's dangerous in that you are putting patients at risk of not continuing needed therapy because they can't afford it. What should be billed at $90/month for biweekly sessions billed through insurance, you're about to bill me over $400 in one month because you've had claim issues. Do not pass those on to the patients. Please have someone respond to the multiple emails, tickets, and messages I have left or I will pursue all legal options available, as well as discontinue use of this platform and recommend all others I know to leave it as well.

  

  Business response

  08/14/2024

  CHC, the nations largest healthcare payment processing company, experienced a nationwide outage, which impacted our ability to process claims with insurance companies. Due to this, we have seen a higher than normal increase in volume causing delayed response. This will also cause charges to generate for sessions months prior as insurance works to catch up. Our team is working dilligently to address all tickets in a timely manner. We apologize for the inconvenience this has caused.
  
  This client requested a payment plan on July 1, and we provided the payment plan details to the client on July 4. On July 23, the payment plan was set up, and we confirmed with the client on 7/24. These charges are valid and automatically spaced out for clients to avoid financial hardship

  Customer response

  08/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩