Bonita's (BONCAP) absolute bad service

They are the absolute worst to deal with ! Every time you think you have someone that can assist you they have to escalate the situation and everything gets lost in translation again. Then you phone in again and start all over with a new person. Worst worst worst customer service I've ever experienced.

My Grandmother have been with them from August 2023. In December she made x2 payment (So this means in Jan2024 there was no deduction. Feb2024 they took from her account before her pension was reflecting. So she rushed to the bank and made an EFT, a day after that they deducted her account again (This means two payments AGAIN). For this not to happen again, we moved her 25th March (the next one to go off) debit order rather to the 1st April. Or 1st of every month.

Because her last payment was double, it meant that she shouldn't have paid for April. NOT HOW BONITAS SEES IT ! Because debit order date was moved it looked like she didn't pay for March. What a mess ! They suspended her immediately when payment 1st of April 2024 was not in... (note that this would have been 25th of March2024 payment BUT because there was a double payment end of Feb2024 it should have been fine) Then still wanted another double payment from her 1st of May2024. For APRIL AND MAY....

I cannot deal with these people. My grandmother is 70 years old and a double payment is almost her entire month pension.

I spoke to so many people it's insane. They are not helpful.