Broker Support Concern: Ongoing Processing Failures and Lack of Assistance

Good day, I hope this message finds you well. I am writing to urgently escalate a serious and ongoing issue concerning one of our Bonitas members. We have been struggling with this application for over six months, and the situation has now reached a breaking point. The member initially app**** to start cover from 01/04/2025. However, in March, a double debit was taken from her account, and now in April, no premium was deducted at all. Upon calling in for clarity, we were advised that the debit order was changed to the 20th of each month—yet neither the member nor our office requested or authorized this change. No one has been able to explain how or why this happened. This kind of error is unacceptable and puts us in a very difficult position with our client. The member is now threatening to escalate the matter publicly via social media and to the Council for Medical Schemes (CMS), as it appears we are not fulfilling our role—when in fact the problem lies with Bonitas’ processing and communication. Unfortunately, this is not an isolated incident. We are dealing with multiple unresolved issues affecting numerous members, and the lack of response or support from Bonitas has left us completely powerless. It is incredibly frustrating that broker support appears to be limited to new applications only. A broker consultant's role is to provide assistance with all member-related queries—not just new business. The current lack of assistance is damaging our relationships with members, harming our reputation, and making it impossible to deliver the service our clients expect and deserve. We have repeatedly requested support on these matters and continue to be ignored. This is not only unprofessional but deeply unfair. Unless we receive immediate and effective assistance, we will have no choice but to support our members in escalating their complaints to CMS. Please treat this matter with the urgency it deserves. I look forward to a prompt response and a plan of action. Contact info : Email : *** Contact number : ***