Customer Service Sucks

<p>I requested authorisation from Bonitas on 10 May 2017. I received a letter from them on 11/05 requesting a report from the Surgeon. The Surgeon's office sent the report through to Bonitas on Monday, 21/05. When phoning them on 25/05 the report was still lying in the emails and no one bothered to give attention to it. My operation was suppose to take place on 25/05, but since we're not getting any feedback from Bonitas we had to move it to 29/05. The lady told me that the request was sent through for authorisation. I phoned again on 26/05 requesting an answer and still no one can tell me what is going on. The doctor's office wants to cancel the operation since we have not yet received the authorisation. Bonitas are very quick to take my debit order every month but I am not getting ANY satisfaction regarding your service. Not only am I struggling with authorisation but I have submitted a claim of R700 to Bonitas on 18/05. I received an sms on 26/05 saying that an amount of R483 will be paid back to me within 3 days from 31/05. How rediculous is this!!!! You take R4500 from us and this is the service you give me! According to Medscheme I now have to pay a 30% co-payment to be admitted at Eugene Marais Hospital. This was NEVER discussed when we took out the plan from Bonitas. Now that we need service from you this is the feedback that I am receiving. I am NOT A VERY HAPPY Customer at the moment. We work our asses off to just be able to pay for a decent medical aid. Your advert on TV is nothing like the service I am receiving.</p>