Formal Complaint – Poor Service from Hospital Authorization Consultant Call *** & WhatsApp Platform Issues .

Formal Complaint – Poor Service from Hospital Authorization Consultant Call *** & WhatsApp Platform Issues .

Dear Bonitas Team, I am writing to formally lodge a complaint regarding a highly unpleasant experience I had today with one of your hospital authorization consultants, Mohamed Morris, as well as ongoing issues with your WhatsApp service platform.

1. Poor Consultant Service – BON***4 During a call regarding a hospital admission authorization, I encountered unacceptable service from Mr. Mohamed Morris. The call quality was not clear, and I politely informed him that I could not hear him properly and requested that he speak louder. Rather than assisting further, he suggested I call back—despite my explanation that call volumes are high and I had already waited a considerable time to be attended to. His tone was dismissive and unprofessional, letting out audible sighs when I asked him to repeat himself. When I addressed his conduct directly, he made no effort to correct his tone or show even basic courtesy or empathy. Additionally, he failed to respond to my question regarding a possible hospital admission date change. As a medical scheme consultant, I would expect a basic level of compassion, patience, and professionalism—especially considering the vulnerable situations clients are often in when requesting hospital admissions. The interaction I experienced fell far short of acceptable service standards.

2. WhatsApp Service Platform Frustration. I also attempted to get assistance via the WhatsApp platform and was told I was number 11 in the queue. After waiting for a response, I received an abrupt message stating: "Please note due to inactivity on this chat, your query has been closed. You can start a new conversation with one of our agents.". I tried again and was told I’m now number 21 in the queue, then the same abrupt message popped up. This is extremely frustrating, as I was still waiting in the queue and had not been assisted or given a chance to respond. The system appears to automatically close queries even when clients are actively waiting for help, which defeats the purpose of the platform entirely.

I kindly request the following: * A review of this incident and appropriate follow-up with the consultant involved. * A formal apology for the inconvenience and distress caused. * Urgent attention to the inefficiencies of the WhatsApp platform to prevent similar issues for other members. I trust that Bonitas will take this complaint seriously and implement measures to improve the overall client experience.