**Bonitas deducted R4 080 after cancellation and has still not refunded me

Bonitas’ response is factually incomplete and does not address the central issue.

Bonitas states that the Change of Bank Details Form and the payer’s ID are still outstanding. This is incorrect.

On 4 September 2026, I submitted the complete set of documents to Bonitas, including the completed Change in Banking Details Form and payer’s ID. I also provided my own ID, proof of the R4 080 July debit, payer’s bank confirmation letter, the termination form and the previous correspondence containing the requested documents.

This was not the first time I had provided these documents.

On 27 August, Bonitas representative Sibongile Ndebele confirmed receipt of documentation submitted in support of my refund request.

On 10 August, Tyamar Ngwenya had advised that the matter had been escalated to Billing.

On 23 and 25 August, Joachim Swarts dealt with the request for banking documentation, and I provided the documentation requested.

On 12 September, Zoleka Thabethe stated that the Change of Bank Details Form and the payer’s ID were outstanding.

On 13 September, Bonitas again requested the same documentation. Later that day, Sibongile Ndebele apologised for the repeated requests and confirmed that my refund request had been escalated to the Billing Department for further processing.

Bonitas has therefore now provided multiple and inconsistent accounts of what documentation it has received and the status of my refund.

The issue remains unresolved.

Bonitas deducted R4 080 from the payer’s account on 8 July 2026, despite Oratilwe Keitumetse Mogatusi confirming on 8 July that no amounts should be debited after 31 May 2026.

I have repeatedly cooperated with Bonitas and repeatedly supp**** the requested documentation. I should not have to continue resubmitting the same documents because different Bonitas representatives and departments appear unable to properly reconcile the correspondence and documentation already submitted.

The documentary record includes correspondence from Oratilwe Keitumetse Mogatusi, Tyamar Ngwenya, Joachim Swarts, Sibongile Ndebele and Zoleka Thabethe, demonstrating the repeated handling of this matter by different representatives and the continuing requests for documentation.

I have formally escalated this matter to the Council for Medical Schemes.

I expect Bonitas to review its own records properly, reconcile the conflicting information regarding the documents received, process the outstanding refund and provide proof of payment.

I have retained the complete documentary record and can substantiate every submission and response referred to above.

Saying "Thank you for bringing this to our attention" is very misleading as it gives people the impression you were not aware of this issue, which, in fact, you have been since May 2026.

Further stating "Your matter ... assist." is a joke. I have literally lost count of how many times you send me emails asking me for certain documents, which I provide. Then you send me another email asking for the very same documents again and again and again.

It is a never ending cycle. Your conduct is not only unprofessional but disrespectful and clearly reflects your incompetence.

I am not interested in your pathetic excuses. It does not take 3 to 4 months to process a refund for amounts you debited which you had no right to do as per the email from Oratilwe Keitumetse Mogatusi on 8 July 2026.