Bestmed simply ignores its members

I have been claimed directly from Bestmed for paying a doctor out of my own pocket. After more than a week of not hearing any feedback from them, this morning I requested them to provide me with information. Coincidentally, I received a statement from them a while later. This statement confirmed that they have paid the money into an old account today. However, it was into the incorrect account. I have attempted to change my banking details on the Bestmed app, but the app does not provide you with that option. I therefore specified the correct banking details in the same e-mail with which I have sent the claim. As they have obviously received the claim, they have also received the e-mail.

Upon sending an e-mail to them, informing them of this and indicating that they will have to correct this mistake today, they simply ignored me. I therefore attempted phoning them. But after holding on for about 20 minutes, I decided to hang up and try the "Chatbox" feature which they claim is on the app. I have searched everywhere on that app, but could not find this feature. I therefore sent another e-mail, requesting them to respond to me. Again, I was, and still are, being ignored.

I am quite confident that Bestmed is not going to fix their mistake. They will find an excuse not to. This is worrying me as I have to visit the same doctor again in two weeks and I have to pay out of my pocket and then claim back from Bestmed again. But I am just going to run into the same problems.

I am actually at my wits end and do not know how to deal with this poor service from Bestmed. Doctors increasingly requires patients to pay them directly and then to claim back from their medical aids themselves. If I cannot trust Bestmed to take my requests seriously, what else is there to do but to try to find another medical aid?

Reinette Stander Member number ***