Complaint regarding Delayed Refund and poor service Bontias /Medscheme

Subject: Complaint Regarding Delayed Refund and Poor Service – Bonitas Medical Aid / Medscheme I wish to formally lodge a complaint regarding the handling of a refund due to me following my resignation from Bonitas Medical Aid in September 2025. I transferred to another medical aid scheme in September 2025. At the time, I was informed that any remaining medical savings balance would be refunded to me after my membership was terminated. I did not follow up immediately, as I expected the process to be handled automatically. However, on 31 May 2026, approximately eight months after leaving the scheme, I received my first communication via email reflecting that a refund was due to me. This raised serious concerns regarding the excessive delay in processing the refund. Since then, I have made several attempts to obtain clarity and resolve the matter: • 01 June 2026 at 13:57 – I contacted Bonitas and spoke to an agent who informed me that refunds could take up to four months to process. This explanation was concerning, considering that eight months had already passed since my membership ended. I was advised that Bonitas would contact me during the week to obtain my banking details. This was surprising, as my banking details had previously been available on the Bonitas system. I subsequently sent emails to all available Bonitas email addresses requesting assistance. • 04 June 2026 at 11:11 – Having received no communication, I contacted Bonitas again. This time, I was informed that none of my personal details were available on the system, despite being advised three days earlier that my details were available. I was further advised that Bonitas could not assist until information had been received from the previous administrator, Medscheme. I understand that Bonitas transitioned from Medscheme to Momentum as administrator, but this does not explain why a refund due to a former member has remained unresolved for eight months. I again sent emails requesting assistance. • 08 June 2026 at 09:11 – I contacted Bonitas for a third time and received essentially the same feedback. This led me to question whether any service standards, turnaround times, or monitoring processes exist for refunds owed to former members. It appears that, had I not followed up, the refund may have remained outstanding indefinitely. During this call, I requested to speak to a supervisor. Although the supervisor was helpful telephonically, I have still not received any concrete feedback or resolution. I was repeatedly instructed to send emails to different email addresses, with each response directing me elsewhere. My concerns are as follows: 1. The refund has remained outstanding for approximately eight months. 2. I have received inconsistent and contradictory information regarding my personal details and the status of the refund. 3. No clear turnaround time has been provided. 4. I have been repeatedly referred between various departments and email addresses without any meaningful progress. 5. There appears to be a lack of accountability and ownership of the matter. I would appreciate a formal response addressing the following: • The reason for the eight-month delay in processing my refund. • Confirmation of the amount due to me. • Confirmation that my banking details have been received and verified. • The exact date on which payment will be made. • An explanation of the steps being taken to prevent similar delays in future. For ease of reference, the Bonitas reference numbers provided to me are: • MI*** • MI*** • MI*** • 080626QM9HKK