Complaint Regarding Uncollected Premiums, Conflicting Membership Status, and Administrative Failures

Dear Bonitas Management Team,

I am writing to formally lodge a complaint regarding severe administrative inconsistencies, failed debit order collections, and contradictory information regarding my BonCap medical aid cover.

I submitted my application for the BonCap plan through an intermediary agent, Curtis van Wyk from AskUs Business Solutions, with an agreed policy commencement date of 1 August 2026. However, the process has been plagued by administrative errors:

1. Failure to Collect August Premium: No debit order deduction occurred for August. When I inquired about this, no clear reason was given other than a vague statement that it was likely "an error on the finance side."

2. Proactive Request for September Commencement: To prevent being hit with double deductions on my account due to an internal administrative mistake, I explicitly requested in writing that my start date be moved to 1 September 2026. Despite this instruction, September has arrived and still no debit order fee has been collected.

3. Contradictory Status & System Errors: Whenever I call BonCap directly, customer support informs me that I am active as a member on the system. However, whenever my membership number is entered online or into system portals, it appears as "not recognized by the system." Because no fees have ever been deducted and the system does not recognize my details, I am left in a completely uncertain and unsafe position—unable to know if claims will actually be paid or if my cover is valid.

While I am aware that BonCap is an income-banded option, paying lower rates does not justify being subjected to negligence, bad service, and financial uncer*****y.

I require urgent written resolution on the following points within 48 hours:

• Formal Confirmation of Cover: Clear, written confirmation on whether my medical cover is active, valid, and able to process claims immediately.

• Fix System Recognition: Urgent technical resolution ensuring my membership number is properly recognized across all Bonitas portals and service providers.

• Billing Correction Agreement: A written plan outlining how Bonitas will collect the outstanding monthly premiums without subjecting my account to unauthorized, lump-sum double or triple deductions caused by internal delays.

• Membership Documentation: Immediate delivery of my official membership details and electronic membership card if my account is indeed active.

I expect urgent intervention from management to resolve this issue.

Sincerely,

Louisa Kenmoe ***