CF
Chesley F
1 reviews | Active since Aug 2019
08 Aug 2025, 17:59
Bonitas Refund Disaster
I got an email from Bonitas to advise their is a refund due of 17k to my father. He is a Bonitas member I just handle his account and have consent.
I emailed them back on 2 July 2025 and advised they can go ahead with the refund. My father has an annuity that pays part of his medical aid that increases each year from 1 Jan.
We then just pay the difference. The allocation was incorrect as they have been allocating last years amount. I queried this as well on 2 July 2025 as this would mean the difference we pay would be incorrect as we would be paying too much. I have had to follow up multiple times as I keep getting emails that says it has been sent to finance and will take 3 to 5 days. Its been more then a month. Got an email where they asked for documentation to pay the refund but no explanation or feedback on the incorrect allocation thats been happening from 1 Jan 2025 and if that has been included in the refund. After I sent the documentation I had to follow up again constantly. Everytime I get a different reference number. I got an email saying they tried to contact the number of my father they have but got no answer. I rep**** and gave them my contact details. Was never phoned. I called Bonitas and spoke to a consultant who said she cant get hold of the finance department and said she left my number with them.
Again that was couple days ago still got no call. Got an email this morning again talking about query will take 3 to 5 days. Got an email now to say 5k will pay out. No explanation on my allocation query and no explanation on how it went from 17k to 5k. This has to be the worst service I have ever got never seen a medical aid so useless.
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Replies (6)0
Replies (6)
Bonitas Medical Fund's replyOfficial
11 Aug 2025, 09:07Hello Chesley F
Thank you for notifying us of your complaint. We are so sorry to hear about this, we are glad that you brought this to our attention to resolve. We will investigate this matter. We appreciate your patience while we are resolving this query for you.
Kind Regards
Bonitas Team
Thank you for notifying us of your complaint. We are so sorry to hear about this, we are glad that you brought this to our attention to resolve. We will investigate this matter. We appreciate your patience while we are resolving this query for you.
Kind Regards
Bonitas Team
Bonitas Medical Fund's reply11 Aug 2025, 09:07
Official
Hello Chesley F
Thank you for notifying us of your complaint. We are so sorry to hear about this, we are glad that you brought this to our attention to resolve. We will investigate this matter. We appreciate your patience while we are resolving this query for you.
Kind Regards
Bonitas Team
Thank you for notifying us of your complaint. We are so sorry to hear about this, we are glad that you brought this to our attention to resolve. We will investigate this matter. We appreciate your patience while we are resolving this query for you.
Kind Regards
Bonitas Team
CF
Chesley F's updateReviewer Update
14 Aug 2025, 12:04After my Status placed above I got a call from a Bonitas consultant. After some discussion he realised that the investigations was done on my old Bonitas medical aid number (No longer a member as I cancelled) and not on my fathers medical aid number which I always put in the subject line as well as in the email. These queries as I stated numerous times are for my fathers medical aid which I have consent to query. His medical aid number is in the subject line of my queries. He said he will investigate the matter of the incorrect allocation as well as the refund. Its been another 3 days and no feedback. How long does it take to do an investigation if I told you exactly what the issue is as well as provided documented evidence. This has been dragged out for so long with no resolution in sight. I can email and ask for feedback again but only thing that will happen is I will be assigned a new reference number and they will somehow link my old cancelled medical aid number to the query then nothing will happen. Just some useless service nothing else.
CF
Chesley F's update14 Aug 2025, 12:04
Reviewer Update
After my Status placed above I got a call from a Bonitas consultant. After some discussion he realised that the investigations was done on my old Bonitas medical aid number (No longer a member as I cancelled) and not on my fathers medical aid number which I always put in the subject line as well as in the email. These queries as I stated numerous times are for my fathers medical aid which I have consent to query. His medical aid number is in the subject line of my queries. He said he will investigate the matter of the incorrect allocation as well as the refund. Its been another 3 days and no feedback. How long does it take to do an investigation if I told you exactly what the issue is as well as provided documented evidence. This has been dragged out for so long with no resolution in sight. I can email and ask for feedback again but only thing that will happen is I will be assigned a new reference number and they will somehow link my old cancelled medical aid number to the query then nothing will happen. Just some useless service nothing else.
Bonitas Medical Fund's replyOfficial
15 Aug 2025, 11:15Hello Chesley F
Thank you for notifying us of your complaint. We have escalated your query to finance department for further assistance. We appreciate your patience while we are resolving this query for you.
Kind Regards
Bonitas Team
Thank you for notifying us of your complaint. We have escalated your query to finance department for further assistance. We appreciate your patience while we are resolving this query for you.
Kind Regards
Bonitas Team
Bonitas Medical Fund's reply15 Aug 2025, 11:15
Official
Hello Chesley F
Thank you for notifying us of your complaint. We have escalated your query to finance department for further assistance. We appreciate your patience while we are resolving this query for you.
Kind Regards
Bonitas Team
Thank you for notifying us of your complaint. We have escalated your query to finance department for further assistance. We appreciate your patience while we are resolving this query for you.
Kind Regards
Bonitas Team
CF
Chesley F's updateReviewer Update
15 Aug 2025, 15:24So instead of getting feedback on my query I got an email now from Bonitas Finance department to advise I need to relog the query with the correct medical aid number of my father that starts with 277 and for ME to make sure I use the correct medical aid number in all my correspondence. As I explained in the email I never used the other medical aid number that starts with a 47 as your system automatically assigns that medical aid number when I reply to an email. I have just been using the 277 medical aid number. I got a NO-REPLY email just now on 15 Aug at 15:08 telling me they plan to phone me on 14 Aug at 11am. It's 15 Aug so not sure what I must do with that. Also why are you asking me questions from a NO-REPLY email. I am not relogging a request when your system is clearing messed up just for my query to start over and be told it will be 3 to 5 days but I going towards almost 2 months with NO RESOLUTION in sight.
CF
Chesley F's update15 Aug 2025, 15:24
Reviewer Update
So instead of getting feedback on my query I got an email now from Bonitas Finance department to advise I need to relog the query with the correct medical aid number of my father that starts with 277 and for ME to make sure I use the correct medical aid number in all my correspondence. As I explained in the email I never used the other medical aid number that starts with a 47 as your system automatically assigns that medical aid number when I reply to an email. I have just been using the 277 medical aid number. I got a NO-REPLY email just now on 15 Aug at 15:08 telling me they plan to phone me on 14 Aug at 11am. It's 15 Aug so not sure what I must do with that. Also why are you asking me questions from a NO-REPLY email. I am not relogging a request when your system is clearing messed up just for my query to start over and be told it will be 3 to 5 days but I going towards almost 2 months with NO RESOLUTION in sight.
CF
Chesley F's updateReviewer Update
25 Aug 2025, 21:05I phoned Bonitas on the 19 of Aug AGAIN had to explain my story again was told that this will be escalated and the escalation department has 3 days to respond. Its been a week later no response no emails no calls. Bonitas cant be this useless. I have been told numerous times my query is with the finance department as well but nothing has happened. I need URGENT feedback or resolution as how can this still not be resolved
CF
Chesley F's update25 Aug 2025, 21:05
Reviewer Update
I phoned Bonitas on the 19 of Aug AGAIN had to explain my story again was told that this will be escalated and the escalation department has 3 days to respond. Its been a week later no response no emails no calls. Bonitas cant be this useless. I have been told numerous times my query is with the finance department as well but nothing has happened. I need URGENT feedback or resolution as how can this still not be resolved
CF
Chesley F's updateReviewer Update
23 Sept 2025, 20:13Still no resolution for this query. A Credit controller made contact 26 Aug and advised they busy with an internal investigation. Last email received from the controller was 15 Sep they still busy with the investigation. Its 23 Sep and no end insight if this refund will ever be paid. How long does an investigation take if you advised on 2 July already that my father was due for a refund. I have already cancelled my medical aid with Bonitas but will make sure everyone I know as well as business I know TO STAY AWAY from Bonitas or cancel existing membership
CF
Chesley F's update23 Sept 2025, 20:13
Reviewer Update
Still no resolution for this query. A Credit controller made contact 26 Aug and advised they busy with an internal investigation. Last email received from the controller was 15 Sep they still busy with the investigation. Its 23 Sep and no end insight if this refund will ever be paid. How long does an investigation take if you advised on 2 July already that my father was due for a refund. I have already cancelled my medical aid with Bonitas but will make sure everyone I know as well as business I know TO STAY AWAY from Bonitas or cancel existing membership