UNSATISFIED CUSTOMER REQUESTING CORRESPONDENCE

I am the practice manager of a medical practice that has been having some issues with the Elixir Live product from Altron HealthTech. The company made some changes to their debit order system earlier in 2025 which resulted in one of our debit orders not going off.

When we started receiving statements of the outstanding account, I phoned the accounts department to enquire why the payments was not made through debit order. I was told on numerous occasions that our account is being paid through debit order and that the statements are merely sent to notify what exactly the payments was made for.

In September 2025 I received a phone call late one Friday afternoon to enquire whether we are aware of the outstanding balance. By this time this was a relatively high outstanding account as the debit order already stopped going off in February 2025. Our business settles all our accounts promptly as we expect the same from our patients and clients. In this instance however, I requested that we reach an agreement to pay the account over a period rather than making a significant unforeseen payment due to a mistake from the service provider.

To this day I have not received any correspondence from Altron HealthTech even though I sent numerous emails and phoned the accounts department. We are not even aware what the total outstanding balance is at this time or how to pay the account.

This issue with correspondence from the company is nothing new. In the field of private medical practices your software provider plays a significant role in your business. Communication and trust between your businesses is a key component of running a successful medical practice. Thus, I find it highly concerning that I have to resort to posting a review of our software provider on Hellopeter in an attempt to receive correspondence.

I can confidently say that i do not trust this company and I will not recommend their services to any healthcare professional. I therefore urge them to improve this aspect of their business to avoid further client frustration.