APPALING SERVICE

Good day, this is the second time I am writing here, and hopefully this time we don't just receive a voice of the customer survey without any whatsoever feedback from this appalling medical aid.

As I emailed you from a email you sent to my father which contained a reference number which will link you up with my dads information, telling me to submit his ID I will now post the contents of that email here:

FOR URGENT ESCALATION:

Kindly explain to me what is going on here.

My dad is a Bonitas Medical Aid member since 01/06/2019

I mailed in a request to change his medical aid plan from BONCAP to BONSAVE effective 1 January 2025.

Please explain why you deducted R22518 (R11259 is my guestimate x 2 for the highest fee of BONCAP) when my dad was to pay R9131 x 2 for JAN and FEB.

My dad is a pensioner. Firstly I logged a Hello Peter complaint as you are charging a late joiner penalty fee of R2490 to a pensioner of 79 years of age. Due to the fact that in the early 90s technology was not as sophisticated as it is now in this day and age. My dad was on a medical aid since 1971, my sister was born in 1972, I was born in 1980 and my brother in 1986 and all three of us was on my dads first medical aid Ferrimed. As he worked for the ISCOR group. He went on pension in 1996 and had to move from medical aid in 2004 as the medical aid of ISCOR ran bankrupt. He has been on Discovery, Genesis, Spectramed and Bonitas ever since. The only medical aid he was not the primary member was Spectramed which my mom was the primary member.

I complained and was informed that you would look into it. The late joiner penalty fee is not compulsory as it states you may apply not you have to apply. This means it’s at your discretion.

Why was this penalty fee not levied on the BONCAP option? The only reason we are moving plans is due to BONCAP’s red tape and terrible benefits. My dad is a diabetic and my mom has Rheumatoid Arthritis which are both PMB which BONCAP did not want to cover for my mom’s much needed treatment.

Now my dad is sitting with an astronomical fee that he cannot afford. When we looked into the plan options the BONSAVE was affordable because it was just over R6000 .

I would like a senior manager to look into this matter and to write me back. Or I will take this to the ombudsman for medical aid schemes.

Kindly refer to my emails send from my personal email *** on the 29th January 2025 to *** as well as the 27th January at 10:31 and 8:22

I provided you with the medical aid certificate I managed to obtain. I cannot get for the period from 1971 to 2004 as this was with Ferrimed / Kopano Health which both are now non existent due to declaring bankrupt. I even provided you with government gazette and CMS reports confirming my statements.

I await your response. And as I have now written you numerous times, logged a Hello Peter complaint to which you just sent a voice of the customer survey which expired. I expect feedback by tomorrow COB.

My dad needs his insulin and his payment bounced as he does not have the R22518 as that surpasses his monthly pension. I will hold BONITAS liable for the unpaid fee on my fathers bank account as well as if something happens where my parents requires urgent medical attention and cannot get it due to this incompetency. It seems that BONCAP and BONITAS does not know what happens between their departments.

Regards

Desiree Rossouw

REF NUMBER EMAIL WAS SENT ON: MEMBERSHIP CERTIFICATE: 270125QRPD0X - Option Change - *** Your query number is : 050225QS7R82