Pathetic Service Experienced

I changed my medical plan in October 2018(active from Jan 2019), I had funds in my medical savings account that was owed to me. The first discussion with one of the consultants advised that the funds would be paid after 5 months (post Jan 2019 Activation). I contacted Banked on the 6th of May inquiring about payment, the consultant then advised me that the funds would be paid out on 11 May 2019, I then advised the consultant that the account details were incorrect and was advised to change my banking details, via website to reflect immediately, which I did. I then contacted Bankmed again to query payment and was advised by that the payment was already made in Feb 2018. I then advised the consultant again that the account on my Bankmed profile was incorrect and that I have updated as per previous inquiry (6 May 2019). I was then advised that the query would be escalated to the “Billings” department, which was incorrect as per my follow up call requesting feedback. I then spoke to Mihlali whom advised that she would escalate to the correct department with SLA of 2-3 days(17 May), additionally that Bankmed experienced issues on early payment. It is now the 22 of May 2019 I I still have not received feedback on Payment owed. I have to constantly follow up with Bankmed and the feedback is always that Management is looking into it and that feedback will be provided “tomorrow”. I contacted my bank (where apparent account was held) and was advised that there was no account (ending in 3009) on my profile ever!!! I am not sure if this is a ***** case against Bankmed or the team is simply ***********, or delays in just finding excuses to not pay the funds owed to me. I called again today and feedback was that Bankmed is looking for email communication directed to me advising me to change my banking details, this has no bearing as I changed my details before payment should have been made(as per payout date communicated by Banked!!!!)I believe that this is an excuse for non payment. The service has been pathetic from a customer experience perspective. I honestly do not know why Banking Employees are forced to join Bankmed, apart from being a dependent on another medical aid scheme.