Bonitas Boncap is absolutely useless!!

Good Morning

Every year Bonitas sends out an income verification form for Boncap members to fill in. I filled in my forms and submitted it to the scheme on the 21st November 2024, and the 25.11.2024.

A couple of days later I received an email saying that the scheme has received the documentation ref no:251124QM4DBT, acknowledged it and confirmed that my monthly contribution amount will be R1745 effective 01.01.2025 and all was well.

On the 18.12.2024 I received a letter of termination of membership (MI***) from the scheme with no reason as to why. This upset me terribly. I sent them an email asking as to what the hell they were doing and inform me as to why my membership was terminated. No answer. When I phoned the scheme there was only a message to say that it was sent in error and a couple days later, did I receive a response, saying this was in error and "they" apologies for the inconvenience caused. The scheme has no idea how upsetting this was and the strain it caused as I am a heart patient. can you imagine if a patient is in hospital and they received such news. This is totally unacceptable.

Today my account was debited R3753.00 by Bonitas Boncap without my authorization. Now I am extremely angry. I sent an email, only to receive a query number:***. I then contacted the call center on ***, only to be told that that number is no longer the number to call, I must call ***. First off there has been no communication that the administrator for Boncap has changed to PHA, I have not been notified of new contact details etc to utilize.

I tried to log on to the app and it noted my membership was not found.

I contacted the number given and I spoke with an agent named Abigail, ref no:*** whom has informed me that the reason my account was debited R3753, was because I had not sent the income verification form in, so the scheme just put me on a higher bracket, and debited my account without any communication or authorization from me to debit my account. I have only given authorization for the monthly fee that I am paying. Now I am highly ****ed off at this incompetence, as I have already sent in the forms and received feedback that my monthly contribution will be for 01.01.2025 and the audacity to just deduct my account without any form of communication or authorization. Abaigail had none of my information of the income verification form, nor the "accepted" verification form information on her system. I had to email it to her! This is totally unprofessional and unacceptable. I have been with Bonitas for more than a decade, and this is the appalling service I receive. I have requested an immediate refund, but I have to provide documentation that was sent in and accepted on the 21.11.2024. This is unacceptable. Had the administration work been done properly and communication kept open this mess would never have occurred. Had Bonitas Boncap done their job properly this would not have happened. I also asked Abigail if my membership is still active, and she claims that it is, but the app states otherwise.

I cannot believe the total incompetence of Bonitas Boncap. This is not how you treat paying members. The service received from Bonitas Boncap is appalling and I am not going to accept this incompetence. As you can see I have added the medical scheme council into this email and have attached the complaint form as well as this treatment and service is not acceptable. I am expecting a refund by the end of today, as this was complete stupidity.

Update: To-date I still have no response and have not been refunded. I called prior yo yesday and was told I would be refunded with in four days. It has been a week and have not been refunded. I called yesterday and got through to an agent whom did not know what she was doing and then told me the refund will take 7 to 10 working days. We'll I blew my top! I was livid. So this morning I went to my bank and had the monies reversed and stopped the debit order. I have been with boncap for over 15 years and this is how I am treated!! Not happening. I have received confirmation from medical council as I have lodged a complaint, as the service and the agents are as useless as *** ****! Never have I come across such incompetence and stupidity in my life.