MEMBERSHIP SUSPENDED IN ERROR

I have been paying Bonitas on behalf of my sister via EFT for years now. I religiously make payment on the same day I get paid. On 27 July 2020, I made an EFT payment amounting to R1216.95 for her BonCap option.

On 13 August 2020, she received a text message stating that they haven't received payment. I then emailed Credit Control, amongst others with proof payment and received the automatic reference number 130820Q4B40B.

On 18 August 2020, she received an email that her membership has been suspended! [MI***]. I then phoned *** on the same day and spoke to Ntsako. She told me that the query is currenlty with the finance department since 08h00 that morning and that I must follow up later during the day to find out if it had been resolved. My ref number for that call was 180820Q4J72R.

The following day I followed up and spoke to Juliette, who told me that was still with finance. By this time I was already annoyed, because if my sister needs urgent medical attention, there will be an issue, because of a suspended account, WHICH I HAVE PAID ALREADY. I asked her to escalate the matter and she said it would be resolved in 24-48 hours. The ref number for that call was 190820Q4LP3L. 48 hours have come and gone already and my sister has not received a message to inform her that her membership has been reinstated.

This is sheer incompetence from Bonitas side. It is almost the 27th already and time for me to make payment again. And don't even suggest debit orders, because if you search your archives you will find that I have had an issue with being double debited when I was still with Bonitas.

PLEASE RESOLVE THIS MATTER URGENTLY!