Appalling Service

In July 2019 I visited my doctor and received a script for medication. I then submitted this to Pharmacy Direct and it came back as rejected.

Upon calling my Bonitas consultant Gugu Mtshali to find out why this was the case as there was ample funds in the account I was told that the medication was not considered chronic and that I could claim from my accumulated benefits. She advised that she needed email authorization from myself to do so which I sent shortly after our call.

After much back and forth, countless unanswered calls and emails and a previous Hello Peter review I received the medication two months later (September). I was informed verbally as well as via email that the medication had been processed from my accumulated funds and that all was in order. This was a 2 month script, which i received from Pharmacy Direct.

In December 2019 I sent through a new script and was informed that there were insufficient funds in my account. I found this alarming as I had not used my medical aid except for claiming medication which I was under the impression was being processed from accumulated funds.

When I called Gugu to find out what was going on she advised that the medication was taken from day to day benefits as opposed to accumulated funds. She told me that this was a fault of Pharmacy Direct as she had followed the correct procedures. I advised her that I would be going on holiday and I needed this error reversed. She then gave me her word that this would be done before the end of the week and that she would ensure I had my medication before I left for my holiday.

On 3 January 2020 I had still not heard from her or received my medication. I called her but received her voicemail. I left a message for her to please contact me to which I received a sms stating that she was on leave and that I should contact the call centre. I then proceeded to contact her manger Valencia Pillay who asked me to please forward my emails to and from Gugu and she would assist the best she can.

A week later she advised that they needed a special code to authorize this medication from accumulated funds but would work closely with Pharmacy Direct to ensure I would receive my medication. On 14 January 2020 I advised her that I would be out of the province and I needed my medication as a matter of urgency. She then advised that the medication would have to be processed from day to day savings and then manually transferred from accumulated funds.

On 16 January 2020 I received medication from the claim I submitted in December 2019, only to receive a call from Gugu a few hours later informing me that she had made an error in informing me that I could claim from accumulated funds. I advised her that this information came 7 months later and it was unacceptable to me as the customer to now deal with her error. She advised that she would contact me the next day after speaking to her manager and advise on what can be done to rectify the matter.

Over a week later I have not heard from Gugu or her manager Valencia. I have attempted contacting them however they do not answer or return calls.

I think after 7 months of uphill from Bonitas and their employees it is time to move to a new service provider.