Absolute disgusted and horrible service, DO NOT USE BONITAS YOU WILL REGRET IT

As you will have noted from my attempt to send an email to just about every possible variation of your email address, you would probably gather my desperation for service.

I will get straight to it,

We had a specialist visit on the 3rd of November 2024, I followed the claims procedure on the 06.11.2024, by submitting the invoice we had paid in cash. Included in my email was the bank confirmation letter of the account we needed to be refunded to. we received a reference number as is standard from the system.

After 2 weeks of waiting for the monies, we again followed up to no avail. On the 26.11.24 I called in and spoke to an agent (Redeva) who bluntly stated that the claim was paid into a FNB account, I advised that that the said account was closed ages back and for this reason had shared the new account details, she just shrugged it off by saying I will send you a form to complete for updated banking details. I received it, completed it and sent it back. Despite this and again receiving a ref number it was never done.

Our broker Abel of Yisongo brokers was in copy all this time. She simply said she can’t help us further. I than made half a dozen calls to Bonita’s, some days I would get lucky and speak to a helpful agent and other days to agents who I can't say have any training in dealing with clients or queries. It’s always the same thing, we explain from start to end despite the emails I had received from Bonita’s advising of certain activities and what I imagine are the notes from the agents every time we speak to them.

During the 3rd call and now already at the end of November an agent finally hears us saying that the account they paid to is closed. She advised my wife that they need accounts/finance to confirm that the monies bounced back to their account from FNB as our FNB account had been closed.

It is evident that on the 6th of November I clearly stated that a new account had to be used for the claim payment, my email was acknowledged on that day under ***. I received an email from Bonita’s toward the latter part of November stating its paid, I called in and they confirmed that they don’t have any new banking account loaded despite confirming via email receipt of my email dated 6.11.2024 sharing both the Dr's invoice as well as the updated banking information.

It has been 2 months already, back and forth and all Bonita’s have finally achieved is loading the correct banking details.

Every time I call, the agents are nonchalant about things, they keep singing the same song. Hiding behind procedures written out on a script they need to follow. Two of the ladies that I had dealt with over this period made a concerted effort to get things sorted.

Bottom line is we pay +-R8 200/ month and almost never use our savings, in fact we have banked in excess of R25k we are also trying to have refunded to us for the past 1.5 years’ worth of savings - different matter and not part of my complaint.

Despite paying so much each month, a claim of R3k which Bonita’s says its only covering R2 499.00 of, is now simply not getting paid. The banking details were only confirmed as being loaded on the 20th of December 2024, an entire month and a bit later.

Agents still however don’t see the urgency in paying the money to the correct account, an account Bonita’s received from me on the day I submitted the claim but chose not to read the full content of the email or open the attachments. No one ever comes back to us (Except Matsie who has been exceptional) and we literally only get feedback on things when we call in and start telling the story from start to end.

This is ridiculous and honestly, I will never refer Bonita’s to anyone again. The product is great and worth it but the admin and call centre agents are useless and make no effort to help their clients who are surely in need when they reach out to the call centre.

Listed below are dates of calls, persons spoken to and reference numbers given for those calls.

04.11.2024 - Email claim - ***. 26.11.2024 - Redeva (Horrible agent) - 29.11.2024 - Nosipiwe she tried to get banking details sorted and had to refer to finance for loading - 281124QM9V80 05.12.2024 -Phakamile - 291124QM62FY - she could not load banking details and referred to a TL to get it done, she than found that the ID copy we had been asked to submit with the form on the 26.11.2024 was not opening on their side and asked that we resend it to them. (ridiculous that days had passed and no other person handling the admin picked this up) 09.12.2024 - Tshelofelo - 091224QNTRW8 - again she could not help and yet again referred to a Team Leader for assistance, again we were given the same BS about procedural turnaround time of a min of 3 working days.

20.2.24 - Matsie (The shining star amongst the idiots)- Ref 201224QP8 - she helped by pointing out that the ID copy on file was not opening, sent it to her whilst on the line with her she attached it to the file. The same day we received confirmation that the banking details had been updated and she further advised that all previous banking details had been terminated, she added that the last time our FNB account information was used 5 May 2024. She referred the matter to her Team Leader to follow through on the refund. Matsie was an absolute breath of fresh air and went the extra mile to assist us including using her tea time to understand the various failures on our several calls etc.

23.12.2024 - Refilwe (totally horrible experience and clearly doesn’t care about the client)- by this time I was beyond I rate and after 30mins of the call she eventually understood what I was calling about, the refund. She took 2 mins away from the line (me on hold) and reverted only to state that the claims team need 10 days to process the payment. This also only after insisting the claim was already paid and me needing to s**** feed her what should have been on her system showing why I was calling. I eventually lost it and insisted that a manager or a Head of Department deal with my complaint and call me back that afternoon before 3PM.

Today being the next working day, I am yet to hear from any one of the Bonita’s management team.

I have had absolutely enough of the horrible service and total disregard for the customer, this is ludacris and a clear sign that if this business continues on this path, it is certainly setting its self-up for a quick down fall in this space. Service is one of the only differentiators in this industry and as it stands there is no service to be spoken of or bragged about by Bonita’s.

Please can I get my dam claim paid out before New Years Day and us moving into 2025. Please can someone who is a Head of Department give me a call and we can talk about my experience as a customer who has been with Bonita’s since 2011 or 2012 if I recall correctly.

The email received on the 21.12.2024 shows that the banking details have been updated, it now appears to have been updated back to the FNB account?

How can any of this be ok.......??????

Dear Ms R SECKAM New banking details have been updated New banking details have been updated as per your request. Where termination of bank details was processed, an End Date will be indicated below. Bank name: FNB Branch code: 257705 Account Number: ****8453 Usage: All Refunds Start date: 01-JAN-2025 End date: None