Aya M.
I was using my EAP and went to 4…
I was using my EAP and went to 4 therapy sessions . 7 months later they reached out saying my EAP number was invalid and charged my insurance instead where I had to pay out-of-pocket and they continue to charge my debit card . Optus EAP said there were never any charges or claims from Sondrrmind so they may have forgotten the modifier with procedural code for billing and when I reached out to them, i received no reply. But they are still continuously billing my card
Response from SonderMindJun 12, 2025
Hi Aya, we're sorry to hear about your billing experience. We're committed to making mental health care more accessible, and we know that clear billing is part of that. Due to federal privacy laws, we can't discuss individual concerns here, but we'd love the opportunity to make this right. Please submit a ticket at https://www.sondermind.com/contact-us so we can support you directly. Your feedback helps us improve, enabling us to continue providing the highest quality care possible. If you've already submitted a ticket, our team is actively working on it and will follow up with you as soon as possible. Please be aware that submitting multiple tickets may delay our response, as it moves your request further down the queue.