SonderMindReviews of sondermind.com

I have an insurance question. I've called an been on hold and emailed. Please call me 516-580-6082

I signed up to try Sondermind after seeing a Youtuber I follow share an affiliate link. I was matched with a fantastic therapist who I connected with, and ended up scheduling weekly visits with her for a few months out. Sondermind tried to charge my benefits card through work for multiple visits at a time, causing my card to lock (as it limits charges being a monthly benefit), and because of that, instead of reaching out to fix the issue (or only charge for ONE copay at a time), they suspended my visits and reported to my therapist that there was a billing issue (essentially, that I wasn't able to pay). I reached out, and you can only get in touch with their support team via email, and I received a note that I'll hear from them within EIGHT business days. What?? So I ended up canceling my agreement with them, which was also a long process. I figured at least I wouldn't have to deal with them again. Fast forward FIVE months, when they begin to send through charge after charge on my benefits card, over the course of 2 business days, back to back. I emailed them 4 times in a 2 month period, giving 2 weeks in between emails - and guess who I never heard back from. Extremely unprofessional, terrible customer service, and awful, unlawful business practices. Great therapists available though, Sondermind itself, a terrible platform i would never recommend (you can find these therapists through your insurance, outside of this business).

DO NOT GIVE SONDERMIND YOUR CREDIT CARD NUMBER!! I participated in one therapy session with Sondermind over a year ago and I cannot get them to stop charging my credit card. I have reported to the company on multiple occasions only to be told that they don't see the charges I am reporting. I have reversed the charges, blocked the merchant and reported the company to the Attorney General for fraud. I was left with no choice but to replace the credit card. I don't know what their hustle is, but consumers should be wary.

Post response: Still the worst therapy company in the business. I, my insurance, and therapist have contacted them MULTUPLE times to that inbox. IIIIIIIII should not have to jump through all these hoops to get THEM to do their job. Thankfully again my therapist is great and will bill me directly so I dont even have to deal with the incompetence. My therapist is great but the Sondermind service SUCKS!!! I gave them my insurance before my first session and they never filed a claim. Then want to charge me full price. I've gone back and forth with them to no avail. Both my therapist and my insurance have tried to call to let them know my sessions are in network/covered. Highly unprofessional and do not address client concerns.

Unhappy with my sessions

I love my care team, no complaints there. My issues are around the technical supports (lack thereof). Right now neither my therapist or I can get a human being to fix a glitch preventing any of her clients (including me) from scheduling appointments with her. I have been seeing her a few years and it's not a user error. I have tried their help # (after advertising a medical device it hangs up on you), sending in multiple help requests and using their new AI. A few years ago I finally got a human on the phone regarding issues with the messaging system Soundermind uses for Client- Provider communication. The second question she asked was what kind of phone I have (Samsung). She said oh, it won't work on Samsung, you need an Apple device. Sooooo, maybe say that when you advertise this product?! That support person had NO other recommendations, demonstrated no interpersonal skills or care. After 6 months they did fix that glitch, but now you can't seem to ever get a human, only bots who give the same useless phone number over and over again. I just received a response (next day)from Soundermind below this review! It is the link to the same platform I used this morning, yesterday and the day before etc to request help!!! Did you even read my review?!! No one is responding to the help requesrs! THIS is the issue!!! Nice to know you are monitoring your reviews before anyone responds to legitimate cliant needs.

I have contacted the company numerous times regarding incorrect billing and it continues 11 days after I received an email saying it would be corrected within 72 hours. Rather than hold I have tried pressed the call back option and also not heard back. Quite possibly the worst customer service I have experienced.

During onboarding, I encountered multiple administrative and compliance-related issues that made it clear I could not safely or confidently work through this platform. Specifically, there were inconsistencies with licensure verification, payment setup, and credentialing processes, which created uncertainty around compensation and legal compliance. Communication and support were often unclear and slow to respond, which further undermined trust in how the platform is managed. These issues created significant risks to my professional integrity and client safety, making it impossible to trust the platform with clients or practice safely. For improvement, SonderMind could ensure that systems for verifying provider licensure, managing payments, and handling administrative processes are accurate, transparent, and reliable, and that support staff are consistently responsive and accountable.