Concerns Regarding Bonitas Medical Fund Service

2025-07-02 Subject: Concerns Regarding Bonitas Medical Fund Service

Good Day,

I would like to share my experience and concerns regarding the service provided by Bonitas Medical Fund. Unfortunately, the quality of service has been consistently declining.

Currently, we are experiencing the following issues:

The employees of the organization are the most uninformed and least helpful individuals I have encountered in my entire life. They definitely require more training and proper guidance regarding the support they should provide to members.

Bonitas issued me a Tax Certificate containing incorrect information. As indicated in the attached copy of the Tax Certificate, it shows contributions for only 11 months (June 2024 is not included), which amounts to R 6,715.

We attempted to resolve this matter by contacting the Bonitas call center via phone and WhatsApp. Below is a transcript of our conversation on WhatsApp:

- You are now connected to Sipho. - Good day, how may I assist you? - My tax certificate is incorrect for this year. I requested a revised version, but to no avail. - Please advise what is incorrect. - On our IRP5 CERTIFICATE. - It only indicates 11 months' contributions; the June contribution is missing—just 11 months instead of 12. - The tax certificate is correct; there is nothing wrong with it. All tax certificates for this year are like that, and SARS is aware of it. - What about the missing contribution for June? Are we to claim for only 11 months instead of 12? Even if SARS is aware of this, how will they or Bonitas rectify it? - That’s a mistake on Bonitas' side; otherwise, we will have a shortfall on the claim amount for one month's contribution this year. - There is nothing to worry about; it’s not just you—our other members received the same tax certificates. - Yes, I know, but that is not correct. It is *****ulent. Why should we have a shortfall on our actual claim, and how will SARS or Bonitas rectify that one month? - I am not being difficult; it should reflect 12 months as usual, not just 11 months! - If you believe it is *****ulent, contact ***; they will assist you. - Why can't you provide any assistance? - I asked previously, and they said they would issue a revised tax certificate. It’s costing me money to call back and forth. - I am assisting you. I’m telling you that there is nothing wrong with the tax certificate; however, you claim it’s *****ulent. - Why is it only showing 11 months of claims instead of 12 months as required by SARS? I do not want to argue; this is not correct. - Please contact the call center at ***. SARS is aware of Bonitas' tax certificate, and you are not the only one with a certificate that shows only 11 months. - I understand that, but I want to know how they will rectify it. - They know how they will rectify it. - However, we want to know because the information is incorrect and could result in an audit from SARS that will delay my outcome. This is my money, and I need to understand how it will be rectified. - Please contact the call center for an explanation, and this will be resolved. - Okay, I will do so and speak to finance. Thank you; I regret that you could not answer my questions. Have a good day.

We did contact the Call Center at *** and was assisted by Retabele? He promised to call us back on the same day with an answer - as usual, that never happened. The reference number for the call is 010725QOVZH9. As you can see, this interaction was a complete waste of time. It seems that the Bonitas employees are simply passing the responsibility onto others. SARS requires that I sign the Tax Return to confirm that all the relevant information provided is correct. How can I do that if I know for a fact that it is incorrect ?

**Request:**

I request that Bonitas resolve this issue and send a revised Tax Certificate to me and also to SARS. Alternatively, please provide me with proof (signed by a Senior Manager) that my Tax information will not be audited due to their error.

Kind regards, J. de Beer Bonitas Membership Number: *** Email Address: *** Tel No: ***