Incorrect payment to a service provider

I have been on several funds with Medscheme for more than 30 years with little to no problem. However, since being moved to Bonitas, getting them to understand a simple request is proving most frustrating.

Over the past 6 years I have submitted claims, where the service provider has been paid by myself. For the past 6 years Medscheme has refunded me each time without fail. Despite messaging Bonitas when submitting a claim on 2 June 2023 stating that the service provider has been paid and that the refund is for the member, Bonitas paid the service provider.

A simple request of reversing the payment and refunding me directly has resulted in new claims being processed and declined for duplicate submission, not once but twice even after being requested to submit documentation to prove the account has been paid by myself. To add insult to injury only one of the two claims were processed each time.

Is there anyone at Bonitas who can reverse an incorrect payment to a service provider and redirect the payment to myself as I have requested 4 times in the last 5 days without reprocessing it as new claim and declining it for duplicate payment.

Simple asks should never be this difficult and frustrating for a service member's pay large contributions for.

Not once did I ever think I would have to resort to Hello Peter to negatively review a Medical Scheme provider that has served me well over many years.