Appalling Service from BONITAS

I’m sending this complaint, as person who is very angry and disappointed with the treatment and service I have been receiving after being made aware by accounts department of ER Consulting that my medical aid didn’t pay R850.20 on the service dated of the 17th of June 2026 in Greenacres Hospital in PE(Gqeberha).

Since from the 2nd of July 2026, I have been in contact with Bonitas about this claim that was not paid, with intention to resolve the matter. Initially I was informed that Bonitas have backlog of the claims, but they will escalate the matter in order for the claim to be paid as there are enough funds on my medical aid to cover the claim. I have been doing weekly follow up on this matter with Bonitas, then after follow-up I send email to ER Consulting/Netcare Group, specifically their accounts department for update and making calls and also responding on their calls I have been receiving from them about the account.

Then at the begging of this month or perhaps at the end of July, I was told by Bonitas that the claim that was submitted has an incorrect tariff code, I must contact ER Consulting to inform them that they must re-submit the claim with the correct tariff code in order for the claim to be paid. Then I contacted the accounts department of ER Consulting, and I was told that the tariff code that was used its correct, I need to contact my medical aid again to inform them that the tariff code its correct. Then you can imagine the situation I’m in as I’m being send back & forth and the fact that I don’t know anything about tariff codes and now I’m the middle of this administration error and no one is admitting the mistake and also no one is coming up with the solution. On the other side, I have received email with the Final Demand that is threatening to handover the account for my name to be listed into CREDIT BUREAU by ER Consulting.

On the 13th of August I have contact Bonitas, I spoke with the lady, if I got her name correct its Lesiro and explain to her what is happening and the fact that I’m really desperate as I don’t know what to do about this matter and the fact that I’m about to give up. She then told me that she is going to put me on hold on the phone, she contacted accounts department of ER Consulting and then inform me after that, the lady will contact me later but they are agree that the matter will be escalated in order for the claim to be re-submitted since there enough funds in my medical aid.

Yesterday, on the 20 August, I have received sms on my cellphone that indicates that account handover will be done within 7 days, I then call ER Consulting accounts department as follow for the escalation of re-submitting the claim as per the previous communication dated the 13th of August, but with my surprise I was informed that no re-submission of the claim was done and I must rather contact my medical aid again or perhaps send email to the client service section.

I have sent email to client service as my last attempt in trying to resolve this, to ER Consulting, please can someone comes up with the solutions as my medical aid has enough funds of about R40 000.00 currently under the savings and the funds were also available on the day I visited emergency unit in Greenacres Hospital on the 17th of June 2026.

I’m the middle of this situation as client who expect better service than this from both BONITAS and ER Consulting.

This is a very bad, shocking and terrible service I have ever experience in my life, please correct this before I take this matter further.

Your urgent assistance or intervention before my name being listed into CREDIT BUREAU for the first time in my life, will be greatly appreciated