Extremely Poor Customer Service and Communication

I have been with Bonita's from 2014, I have always been very happy with their service. I recently had to change some information with them, including my banking details which caused long and repeated phone calls and emails. This has now been a 3 month saga. I informed them after the 1st month when the debit order did not go off, they answered in saying they will look into it. I completed another banking change form and submitted it. 2nd month the debit order did not go off, I informed them again and they were very helpful over the phone. Soon after this I received an email and message indicating there is an outstanding amount and they will suspend my medical aid if payment is not in time. Once again I phoned and sent an email, email has still not been responded to, to date. The service was suspended after they told me I just need to give them approval to take it off on a debit order. I had to make an immediate payment to activate the account again, they helped with this and the fund was activated again. Due to the service delivery quality I asked them to make sure that the amount will not also be debited at the end of the month, which they said all is sorted and this will not happen. Well this did happen. So basically between the 23 Dec 2019 and 03 Jan 2020 I paid for medical aid 6 times. (3Months and an additional 3 months)

Now once again I had to call them this morning and their answer to me was the following after being on the line for 28minutes: It was a mistake on their side and the refund process can only be initiated after the 7th, so basically I have been sent from pillar to post, had to make immediate payment and now I need to wait patiently for them to process my refund and this all after they made the mistake and admitted to making the mistake! Everything had to be initiated by me and thankfully I did not require medical attention during the suspension period.

Membership Number: *** Reference number: 171219QT0X37