INCORRECT AND DECEIVED INFORMATION RECEIVED FROM BANKMED!!!!!!!!!!!!

My wife went for orthodontics last year October. After going for the initial consult we were given a quote of how much it would cost. My wife called the contact center for advice after receiving the feedback from Bankmed. She spoke to TWO consultants before proceeding with the orthodontic process - BOTH confirmed that we will be covered and its fine to go as the payments will be paid from the orthodontic funds and the balance the next year. She asked them if this will be taken from the MSA and they said NO. The attachement received from Bankmed as well as the body of the email stated +-R19k would be paid for per year which was NOT the case!!!!!!!!!! They were only paying +-R8k per year....which is only stated ONCE at the bottom of the letter and NOT as per the attachment or the body of the email. My wife sent an email to escalations on the 4/12/2018 and Ilhaam Hofstander said they would get back to us in 2 to 3 days.........WHICH HASNT HAPPENED (WRefNo# ********** 245#- -MailRef# ********** 961#-)!!!!! We now owe for December's consult because the MSA funds were DEPLETED..............this was NOT supposed to be taken from the MSA according to the attached letter as well as the TWO CONSULTANTS confirmations!!!!!!!

I filled out forms for the credit to be paid back to us.....STILL NO FEEDBACK regarding this. we need the MSA funds for 2018 & 2017 credited to us as well as the orthodontist billed paid for December!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

They need to send out CORRECT AND ACCURATE information to their members and train their consultants to give the CORRECT info to us when we call!!!!!!!!!!!!!!!!!!!!! We cannot fork out R16k for THEIR incompetence!!!!!!!!!!!!!!!!!!!!!!