Boncap's poor service levels and inefficient administration

my mom is a pensioner who is on the Boncap plan. I complete an income verification form annually and submit before the 30th of November. Last November I did the same and submitted the docs on the 22/11/2024. I received a request for additional info which was done on the 27/11/2024. No further comms were received from Boncap. On the 02/01/2025, my mom visited the GP and was told her medical plan was terminated. Upon investigating with Boncap, I was told it was an error. However, I further learned that Boncap had changed administrators from Medscheme to PHA. As a result PHA did not receive the income verification information and my pensioner mom was placed on the highest income bracket. In addition, the premium from being R2946 went up to R7693.65. The consultant Dolly asked me to resend the emails sent in November 2024. I told her that this was not my error and that I would not accept the higher debit order amount. She liased with her team leader who advised that there was nothing they could do as the ACB file was already sent to the bank.I was told her team leader Jabulile would contact me on the same day. This did not happen. I called back 2 times further on this day with no assistance. I called on the 03/01/2025 ( a total of 5 calls) to be told that I must now reverse the debit order. I followed up a further 8 times on the 06/01/25, 08/01/25 and 14/01/25. I was constantly told that there is a 7 day waiting period to confirm that the funds were cleared in their account before a refund could be processed. As a result of the higher amount, I suffered rejected debit orders and additional bank charges. On the 06/01/25 I spoke to Denis Negondeni in the memberships division, who asked me for a bank statement to show that the debit order had gone off my account. I drove to my bank in order to get said statement which was emailed through. unfortunately this proved to be another waste of my time. I called back on the 08/01/25 again being told that the refund was being attended to. On the 14/01/25, on my last call to the Boncap dept, I was told that the refunds could not be done automatically and were being done manually. The refund would apparently be processed by Friday 17/01/25. As per the lack of committment from the Boncap department and their false statements, nothing has been done. I urge all members of the public to be aware of such medical aid departments. Especially for memberships relating to our older parents. Changing of administrative companies should be to enhance overall service levels to its members, and not be detrimental to us