Bonitas Double Debited Member and Cannot Explain Where the Refund Is

Our client resigned from her employer on 31 March 2026 and transferred her Bonitas membership to an individual capacity effective 1st April 2026. Due to an internal allocation issue relating to the April contribution, Bonitas incorrectly debited the member's bank account for R18,404, being double her normal monthly contribution of R9,202. Since 17 April 2026, we have engaged with numerous Bonitas consultants and departments in an attempt to resolve the matter. Over the course of these interactions, we have received multiple contradictory explanations, including: • The premium allocation was still being processed. • A refund would be paid within 7 working days. • There was no refund due. • The employer had already been refunded. • A credit would be passed through the employer's bulk debit order. Most recently, the employer has confirmed in writing that no such refund or credit has been received. We are now more than a month down the line and Bonitas has still not been able to provide a clear explanation as to where the member's money is, nor has the matter been resolved. The issue is no longer simply about the refund itself. It is about the lack of accountability, inconsistent communication, and the significant amount of time spent by the member and her representatives trying to obtain a straightforward resolution. This level of service falls well below what a member should reasonably expect from a medical scheme administrator. We respectfully request urgent intervention from Bonitas management to investigate the matter and arrange reimbur*****t of funds owing to the member without further delay.