*********** communication regarding membership

Email sent 26 Jan 2018: Today I received an sms saying my membership is short paid by R1816. Please can you advise further. On 23/24 October 2017 I called your call centre in the morning to request the full outstanding amount on my membership, I specifically requested the full amount that would cover me from 24 Oct till 24 Nov, I was advised that to bring me up to date for October I need to pay R2662 and then for November R1554 so total to pay to keep me activated till 24 Nov is R4216. This amount was paid on 24 October 2017 an sms was received to say thank you for payment membership is active, I then made payment of R1554 on 24 Nov and received an sms to say thank you for payment. On 16 Dec I made a payment of R1554 no sms was received. On 25 Jan 2018 I made a payment of R1554 and today I received an sms thank you for payment. You have short paid by R1816. Now why in October, November and December no sms was sent to say I short paid if I have been short paying you guys since October according to your call centre agents that I spoke today at 10:33 ( Nonhlanhla Mahlangu and Rosy Moore). I have attached all my proof of payments as well as the various sms' I have received from Bestmed either advising me of my short payments, the outstanding amounts and if my membership is active or suspended. My biggest problem is that I received a bonus in October and that is why I called requesting the full amount to pay to bring me up to date with November's membership included, If i had known that I had short paid I would've paid in extra, the same for December, I received a bonus in December and if I had received an sms (which previously you guys have always sent) saying in December that I short paid I woudve paid in the short paid amount immediately. You guys wait till you receive my January payment to say I am short by R1816?! Also since October I was under the impression that my membership is active because no sms was sent to say it has been suspended ( I normally receive sms to say my membership is suspended) so I have been living my life thinking that if anything happens to me I am up to date on my medical aid so I can go to hospital but meanwhile that is not the case but not communication was sent to me to say otherwise. Also I NEVER received an email to say my membership premium is going up and by how much as well. I have previously told your call centre agents that I find it very odd that every month I receive claims statements, monthly summaries, board member nominations etc but yet any email regarding an increase or a termination of my medical aid does not come through and they said they would check with the IT department. I have attached screenshots of all emails received from Bestmed from Oct - Jan 2018. Also when my membership is suspended I receive an sms advising it has been suspended and then I also receive an email from Adele Pullen saying "lets find a solution to your suspended membership"the last time I received this email was on 27 September 2017, which once again shows that my membership has been up to date since 24 October 2017 as no email or sms advising about a suspended membership has come through to me as it usually does as per all the previous months.Please advise urgently as this R1816 is completely out of my budget I get paid once a month you guys cannot expect me to make two payments in one month for your incompetence of not communicating properly via email/sms/telephonically. Please review all attachments please look at the date on the screenshot of the smses I received from Bestmed as well as the payment dates of all my proof of payments. Particularly the sms I received on 12 Oct 2017 advising that a payment of R2662 is required to bring me up to date until end Oct where I would then have to pay R1554 to keep me active until end Nov. On 24 Oct I paid the outstanding amount of R2662 plus Novembers premium of R1554 a total of R4216 which means I should have been active until end November.

Email sent on 30 January 2018 after NO reconciliation of my account was sent to prove that I was in arrears of R1816:

I do not agree with that amount, are you guys not reading my emails and my proof of payments sent? How can i be in arrears of R1816? I would like a full reconciliation of my account.

12 oct: Sms received from Bestmed "an amount of R2662 is required to bring membership up to date till end October 24 Oct: I called your call centre to confirm outstanding amount. R2662 is required for October and R1554 is required for November. Total of R4216 was paid on 24 Oct. This means I would have been up to date until end November. NO SMS OR EMAIL sent saying account is short paid. SMS received Thank you for payment membership active. 24 Nov: Payment is made of R1554, sms received Thank you for payment membership is active. This payment should have brought me up to date until end December. NO SMS OR EMAIL sent saying account is short paid 16 Dec: Payment is made of R1554. NO SMS OR EMAIL sent saying account is short paid 25 Jan: Payment is made of R1554. SMS received "" thank you for your payment, short paid by R1816"

I once again attach all my proof of payments, all the screenshots of the SMS' received from Bestmed. Also please read through my previous email where I explain everything. I called you guys in October go and listen to that phone call you will distinctively hear me say I need to pay my membership up to date so I need the amount that needs to be paid in order to cover me from 24 Oct till 24 Nov, I was advised to pay R4216 which I did and since 24 October 2017 I have not received any communication advising me that I am behind and short paying on my membership until i made my January 2018 payment so please explain to me why I was told the incorrect amount and why since October 2017 this was not communicated to me? I never received an email to advise about the price increase so I will pay in the balance of R131 but not R1816 that is impossible where did my payment of 16 Dec then go to? From 27 July 2017 up until 25 January 2018, I have paid R13 968 to Bestmed so please I would like to see where my payments went to because somewhere along the line the wrong information was communicated to me and that is totally unacceptable. I do not abuse my medical aid if you look at it since joining in 2014 I have barely used it my savings is sitting on over R4000 which clearly indicates that I dont abuse my medical aid, go and look at my benefits have I used any of them, no I have not.I get paid on the 25th of every month, my money clears early sometimes so as soon as I get paid I pay you guys and like i said in October i got a bonus so I needed to know the full outstanding amount to get me up to date until end Nov. If your call centre had told me in october i owe R10 000 i would hav paid it so that i know i am up to date. She gave me the amount of R4216 and that is what was paid again no sms or email was sent since October to say that I am suspended I short paid I have an outstanding amount nothing so I would like proper answers. The lady Rosy Moore told me on Friday "oh this will be sorted by the end of today"it is now Tuesday and still no reconciliation of my account has been sent.