Bankmed Balance benefit

I sent my compliant yesterday via email , and still no response from Bankmed

I am writing this email very upset , I updated my balance benefit 2021 Feb and I have been using it for my gym benefit that is discounted.

To my surprise I was told by virgin active that you sent them an email on the 22 Jan 2022 that my they must cancel the discounted gym membership.

Firstly please advise what was the reason for this being done because as far as I know I haven't canceled my medical aid I am still with banked.

Secondly why was there no communication sent to me informing that my balance benefit has been terminated or if there were any changes made regarding the balance benefit.

I have been going to gym all along only to find that I would be charged the full gym membership R572.

I called the balance call centre 14 February 2022 I called the balance call center and explained my situation only to be told that the benefit is still in place and no records showing that the benefit has been canceled, when I asked her if there is any confirmation that could be sent she advised no, I mean hello it's 2022 why are your systems out dated that you can't send confirmation on a live call.

So between yourselves and virgin active who is LYING. In this whole mess my gym schedule going forward has been interrupted due to this mess and I cannot gym until this has been resolved.

The call Centre has advised that I will get resolution in 3 to 5 working days, for me this is unacceptable because this was not done by me but yourselves and I would like this escalated and feedback to be provided sooner here is my reference number *** for the call Centre

I WANT ANSWERS AND I WANT THEM TODAY.

For such big brands/corporate this is very sloppy now I need to include you both in the email to make sure we don't have broken telephone as now I need to play middle man between both partners.

Kind regards