Bonitas Service Providers

Good day

Please be advised that I have previously complained about the service that we have received from Bonitas medical aid preferred supplier, Pharmacy Direct and Bonitas had moved us to Marara Pharmacy. So just to recap, my mother is diabetic and has other chronic issues, so she needs her medication sent timeously, Pharmacy Direct delayed the delivery of her medication a few times in the past and the new service provider, Marara Pharmacy was appointed and they are on another level of incompetency, I have to call them every month to follow up on my mother's medication. There was an issue with the script and the GP did not add the correct amount off pills required on one of her diabetic medications, I went to the GP got the script corrected and the GP staff member had emailed the updated script to Marara Pharmacy, this occurred in beginning March 2025. The medication was delivered at the end of March 2025, and the updated script was not used, so I called them to find out why and I was advised that they did not receive the updated script, so I went to the GP, got the script and emailed it myself on 02/04/2025 with reference number ***. I had called Marara Pharmacy a number of times thereafter to follow up if they received the updated script and started taking reference numbers for the calls made to them: - 08/04/2025, ***, I was advised to call back the next day - 10/04/2025, ***, I was advised to call back the next day - 11/04/2025, ***, I was advised to call back the next day - 15/04/2025, ***, I was told that the pharmacy department will call me back, but no call was received to date - 16/04/2025, ***, I was told I will get a call back I was getting no joy from Marara and frustration was growing because my mother needed this medication, so I went and purchased this medication cash at Dischem. In call *** I had asked for the balance on my account, and I was told that I have a credit of R547.25. Today, 05/05/2025 my mother's medication was delivered and the medication that I pay for was not delivered so I called them (Referance number for call: C***7), to find out why, and I was informed that I need to pay in R585.83 for the medication to be delivered, I asked what my was my account balance and I was told that she cannot check that and she will send an email to the relevant department, that department will call me back. I asked the call centre agent if she could tell me when they notified us or contacted us about the outstanding amount that needs to be paid, and she could not respond and advised that they should have called. Now my mother does not have her complete medication again and requires her medication for survival. Marara Pharmacy should be removed from Bonitas preferred service provider because they do not understand that they are dealing with people's lives and they have no idea what is happening internally. Bonitas, you are messing around with my mother's meds again with your *********** services providers and these disputes are documented so if anything happens to my mother because of your services providers I will be holding you liable.