Collapsed Customer and Query resolution services by Bonitas

I have a few days ago written a review regarding ***** that the medical fund perpetuates with pharmacies in terms of claims; how Bonitas handled my query is as follows: - They reply on Hellopeter and issue a promise to resolve my concern; - They then buzz me on my phone (give a single missed call) and sent an email saying they have attempted to contact me on several occasions without luck; - Advise that I should log formal queries with their query line and provide evidence for investigation; - I then do as advised: Upon logging queries through their channels there is no Query reference, no feedback/response, no resolution timeframes communicated. - No platform to further make follow-ups on your query by other means, no clear escalation procedure with timeframes. A query becomes a dead-ended without acknowledgement.

I have concluded that this is a systematic approach towards their handling of queries, which has resulted in my perception of their complaints handling as careless and collapsed.