Disgusting service

I am extremely disappointed with the service I received from Affinity Health.

I was assisted by a consultant named Mivasha. She sent me an invoice stating what I will be paying ONCE OFF additional fee for the activation of my policy. I understood the process that was explained telephonically and awaited the documentation. I received the debit mandate order the same day I was called, but waited for over a week before I received the documentation. Even the mandate order showed the amount stated in the invoice. But when the debit order was collected, an additional amount was deducted. When I canceled my policy and asked to be refunded for that additional amount, I received an email saying that the additional was the activation fee and the invoice I received was the monthly premium. No matter what I said, they refused to understand what I was explaining to them. Since everything was done Telephonically, I had no application forms or initial confirmation of the fee liable to me. And only Affinity health has the recordings of the calls made.

This morning I came from the doctor and I specifically contacted the call center via whatsapp beforehand to know if my benefits covers the medication even though I canceled my policy. I was informed that it was still covered and that I has to ask for a generic. I went into the pharmacy, gave my information and asked for the generic. The pharmacist tried to claim the funds for the medication, and Affinity Health rejected it and said I'm on a waiting period. I tried to call the call centre, the call drops. No one responds to the whatsapp line. When I get home, I eventually get a response saying they are putting me through to their department to explain to me what Affinity Health does cover.

Affinity Health needs to get their act together. I am extremely disappointed, and I don't see myself reactivating my policy with them. They have lost my trust and faith in their service.