BONITAS AND MOMENTUM – UNACCEPTABLE SERVICE, UNEXPLAINED DEDUCTIONS AND REPEATED MEMBERSHIP SUSPENSIONS!

# BONITAS AND MOMENTUM – UNACCEPTABLE SERVICE, UNEXPLAINED DEDUCTIONS AND REPEATED MEMBERSHIP SUSPENSIONS!

I am absolutely disgusted and frustrated with the way Bonitas and Momentum have handled my father's medical aid membership.

Since Momentum became involved in the financial administration of his Bonitas account, we have experienced nothing but confusion, payment discrepancies, blocked benefits and repeated suspensions.

**The most frustrating part is that Bonitas and Momentum appear to have completely different information about the SAME account!**

In September, the account was paid, but we were then told that it had not been paid. Around 7 or 8 September, I received confirmation that the account was paid and up to date.

However, when I tried to obtain my father's medication from the pharmacy on 1 October, we were told that his medical aid was blocked. The pharmacy then had to spend considerable time making enquiries because Bonitas indicated that the account was paid, while the pharmacy's system showed that the account had been suspended. Eventually, it was established that the problem originated with Momentum.

On the first of the month, the debit order normally goes through during the night. The following morning, I saw that the debit order had been returned because of insufficient funds. I do not know what amount Momentum attempted to deduct, but it was clearly more than the normal monthly medical aid contribution.

I immediately paid the amount that was due and contacted the medical aid. I was informed that there had been an administrative problem on their side, with some members' payments apparently being processed twice. I was told that this may have been what happened in our case. I sent proof of payment for the correct amount, and the representative confirmed that it had been noted and would be escalated.

I also received an email confirming that the payment had been received and would be sent to the relevant department for allocation.

Despite this, I then received another suspension letter referring to an alleged outstanding amount. To my knowledge, there is nothing outstanding.

**NOW HIS MEMBERSHIP HAS BEEN SUSPENDED AGAIN!**

So where is the money? Why has the payment not been properly allocated? And why is my father repeatedly being penalised for what appears to be an administrative failure between Bonitas and Momentum?

To make matters even worse, I cannot even log into the Bonitas member portal to investigate the account because it tells me that he is **"membership not active."** How are we supposed to check the account status or obtain information if access is blocked because of the suspension?

This is completely unacceptable!

We are dealing with someone's MEDICAL AID, not an ordinary subscription. My father depends on his medical aid to access healthcare and medication. These repeated suspensions create unnecessary stress and uncer*****y about whether his benefits will be available when he needs them.

**I DEMAND THAT BONITAS AND MOMENTUM:**

1. Immediately investigate and resolve the suspension on my father's membership. 2. Provide a complete, accurate statement showing all contributions, payments received, allocations and any alleged outstanding balances. 3. Explain why an amount higher than the normal monthly contribution was presented for deduction. 4. Explain why the account keeps being blocked when payments have been made and acknowledged. 5. Restore his membership access and ensure that his benefits are available, provided his contributions are up to date. 6. Take responsibility for resolving the issue between Bonitas and Momentum instead of leaving the member to deal with conflicting information. 7. Immediately investigate all outstanding claims, provide written feedback on their status, explain the delays and confirm when they will be finalised.

**AND TO MAKE MATTERS WORSE, THERE ARE STILL A OUTSTANDING CLAIM THAT HAVE NOT BEEN RESOLVED!**

As if the ongoing payment issues and repeated membership suspensions are not enough, we also have a claim that were submitted to Bonitas months ago and are STILL awaiting feedback or resolution.

I have personally phoned to follow up on these outstanding claims and was assured that the matter would be escalated to the relevant department.

Yet, months later, we have received absolutely NO feedback, NO explanation and NO indication of when these claims will be finalised.

How many times must a member phone, follow up and beg for answers before someone actually takes responsibility?

It is unacceptable that we are expected to ensure our contributions are paid on time, while Bonitas cannot provide timely feedback on claims that have been outstanding for months.

**We should not have to fight every month for medical aid benefits that we are paying for!**

I expect a proper written explanation, the resolution of all outstanding claims and a PERMANENT solution to these repeated suspensions. I do not want another promise that something has been "escalated" with absolutely no follow-up.

**Bonitas and Momentum, enough is enough. Take responsibility, communicate with your members and SORT THIS OUT!**

**We should not have to fight every month for medical aid benefits that we are paying for!**

I expect a proper written explanation and a permanent resolution, not another temporary lifting of the suspension only for the same problem to happen again.

Bonitas and Momentum, please take responsibility and SORT THIS OUT!