Irrate customer due to negligence and ignorance of you consultants

Item: Bonitas Medical Fund
Rating: 1
Author: Keketso S

Good day

I am well aware of of the window period for option change and hence I had sent the option change form on the in November 2020 Query no.051120Q7ZSS To indicate that no one did their work diligently to notice that on the form I sent had my personal email address and cellphone number.They continued to send an email to my work email of which I was not at work due to the Covid regulations,no other communication was done by your company even though you have my cellphone number to call me on.

I further followed up by call in January spoke to Mandy and resent the forms as requested query :010221QDXK87 Please send me the call recording

No communication was done by your company again. I called in today to enquire about my request and went through the forms with Michelle .She and myself confirmed the option selected,we also advised that you will back date my contribution and end up with a credit. Please provide me with the call recording.

I fail to understand which second option I have selected that you are basing your rejection on .Therefore send me the form where I selected the two options.. Or this is a way of enriching yourselves by rejecting.

I am honestly disappointed in your customer service where if someone was doing their job they would see that I am retiring soon and not afford what I am paying now.Hence the change of option change.

I request that I get called by a senior person from your company to fix this mess. as the I was well on time with the window period and your consultants failed to make follow up with me but simply closed the case and now you rejecting my request ,amazing enough only now you sending me response on my personal email.

I want the call recordings of my communications and the forms where I selected two options

Can I get someone senior fix and to call me and explain me to me this mess. Because I will be escalating this matter with the relevant ombudsmen.

Regards Mamakele Seobi ***

Helpful (0)

Replies (4)

Bonitas Medical Fund's replyOfficial

14 Feb 2021, 09:54

Hello Keketso S,

Thank you for notifying us of your complaint, we are sorry to hear about this, we are glad that you have brought this to our attention.

We are currently investigating this matter.

We appreciate your patience while we are resolving this query for you.

Regards,

Bonitas Team

Bonitas Medical Fund's reply14 Feb 2021, 09:54

Official

Hello Keketso S,

Regards,

Bonitas Team

Keketso S's updateReviewer Update

16 Feb 2021, 14:29

Can someone contact me regarding my query. As it seems no one can answer my question. I called and on that call I was put on hold 5 times. Mandy Mdakane was able confirm what was on the form like Michelle Abrahams did no two options where selected. Pity was promised that Joyce is going to call back at 2pm today... No one has call.

Keketso S's update16 Feb 2021, 14:29

Reviewer Update

Keketso S's updateReviewer Update

16 Feb 2021, 16:29

After I have spoken to Shumani Ramakonya at around 2:30pm, who managed to calm me down, listened to the fact that the only reason I am changing the option coz I am going on pension in July.he attempted to escalate the matter himself , by running around and making sure that the membership department attends to my matter while I opted to be put on hold while he does that.he came back and assured me that the manager will call me either today or tomorrow as he is now handling the matter . he also will ensure that I get assisted and will call me to confirm that . Of which is perfect customer service was given by this consultant.

Now this lady Joyce Phiri, the most disrespectful Team leader I have ever came across, the same person who was supposed to call at 2pm only manages to call back at 3:50.with a bad attitude and has the courage to have a singing competition with on the phone not even apologizing,telling me that she was busy as a reason for not calling at 2pm.... Tells me that she has escalated and will call me tomorrow I had to force a turn around time out of her.

I am getting angry at the treatment I am getting from bonitas and team leader,coz clearly I am being seen as a fool and being given the run around. You guys firstly don't read the forms sent to you nor contact the customer back if there is a problem for getting that I am paying the contribution even though I am fighting for the option to be changed.

I have never had issues with bonitas but this time I am being showed flames at my expense.

I am really disappointed by the service given. And I am not sure if all the people I recommended this medical aid scheme are safe..

Keketso S's update16 Feb 2021, 16:29

Reviewer Update

Bonitas Medical Fund's replyOfficial

17 Feb 2021, 22:37

Hello Keketso,

Thank you for submitting a comment to us through Hellopeter.

According to the telephonic conversation with our representative, we hereby confirm that your concern has been addressed and this matter has been resolved.

As Bonitas we strive to give the best customer service to our clients and appreciate it when you bring your concerns to our attention when we have failed to deliver this service.

We apologise for any inconvenience caused to you.

Thanks and regards,

Bonitas Team

Bonitas Medical Fund's reply17 Feb 2021, 22:37