I Want my Refund

<p>Following the Bonitas-LMS take-over, the level of service has declined dramatically.</p> <p>I am due a saving refund which I was told would be processed in the month of May 2017. I raised a concern with Bonitas / LMS on 30th May 2017 after not receiving my refund and today is the 17th July 2017 – more than a month and a half after raising the issue I have received R0.00.</p> <p> </p> <p>I received a monthly claims statement on the 30th May 2017 for claims as at 26th May 2017 indicating that two refund payments had been paid out to me. I immediately called the “LMS Call Centre” concerned that there was an error or may have been some ********** activity on my account. The call centre insisted that the payments had been made to me (guilty until you prove yourself innocent).</p> <p> </p> <p>I asked the lady to confirm the banking details into which this payment was made. The account number provided was correct; however it was apparently made out to an ABSA bank account which is NOT THE CORRECT BANK. I immediately raised this issue with the company agent who deals with LMS/ Bonitas to help correct this issue.</p> <p> </p> <p>The agent asked me to complete a “Savings Refund Letter”, and I also provided them with a certified copy of my ID and a bank stamped statement to confirm my bank account details. The agent sent emails to LMS/ Bonitas</p> <p>· 2nd of June 2017 she received a response requesting I complete and send the “Savings Fund Letter” which I sent on 5th June 2017.</p> <p>· On the 12th of June 2017 this agent again sent a reminder for a simple “update” on the matter – NO RESPONSE.</p> <p>· Another email was sent on the 13th June 2017 as a reminder, and the response from “Credit Control” indicated that the “refund will be transferred in the month of June” – 2018 or what???</p> <p> </p> <p>· The agent followed up on the 26th June 2017 as the refund had still not been processed. End of June has come and gone still no response.</p> <p> </p> <p>· The agent escalated this further on 11th July 2017.</p> <p> </p> <p>In parallel, I have been contacting the “Client Conscious Call Centre” on a weekly basis to find out the status of this refund. The consistent response I got was “The monies have not been returned” – I am still guilty at this point.</p> <p> </p> <p>On 12th June 2017, I was sent from pillar to post regarding the correct email address to which I need to resend the previously emailed documents (via the agent). I sent emails to ********** ********** & ********** while the call centre attendant waited to confirm receipt of the email from me on their side. Receipt was never confirmed.</p> <p> </p> <p>On 3rd July 2017, I finally got the direct contact details of a Team Leader who I resent the documents previously requested. He tried to provide regular feedback on this issue and on the 11th Julty 2017 he confirmed that the monies have been returned to LMS/Bonitas (perhaps I was may be innocent after all??).</p> <p> </p> <p>On 14th July 2017 at 10h21 I called the call centre AGAIN and the response I got was that the monies had been returned and will be processed at 12 midday of that day (140717QDHW13 – go check).</p> <p> </p> <p>It is now 17th July and still no refund has been received. I called the Call Centre again just to make sure the same error had not been made by LMS/ Bonitas and after being told stories by the lady I asked to speak to her supervisor who she politely put on the phone. It was the same Team Lead I had previously been dealing with and this time he informs me of a “delay in approval” in the “Finance Department”.</p> <p> </p> <p>1. I want my refund now please!!!</p> <p>2. Will the monies owed include the interest for this period of non-payment?</p> <p>3. How many other customers go through this period of limbo where monies are held by these large organisations for months on end and earn interest which is not passed down to you the customer?</p> <p>4. Do I get additional payments made for the time I spend chasing Bonitas/LMS?</p> <p>5. I find it hard to believe that it takes a bank almost over month to reverse an incorrect transfer.</p> <p> </p> <p>I still have not received a cent of MY savings to date.</p>