No service from Bonitas

Below is the complaint I logged on 22 April 2025. Bonitas then on 09:54 said it will investigate and get back to me.. I am still waiting.

Worst Medical Aid 2024/11/22 I sent my first email to Bonitas for a downgrade and addition of 2 extra members. There a back and forth of emails as I was not getting any response. I then decided to put my complaint here and I was finally contacted.

I provided all the necessary documents required to add my wife and child. A confirm was then sent to me in December 2024 confirming that everything is in order and that the two people wanted to add will be able to start using the benefits effective 01 April 2025.

Again there was back and forth of emails as I had questions and every time I was insured everything is order.

I decided then to check on the end of March to see if my request was attended to. I got a shock of my life when I realized that only the child was added but the wife was not.

I called their call center and has questions especially after I was assured that everything was in order. The lady I spoke to said that I was send an email and had to confirm if I really wanted to add my wife and I failed to respond to it. I then referred her to the last email I got and she said that is the email she was talking about.

On the said email the wording didn't mention anything about what she said. Why would in the first place place asked to get necessary documents and all of a sudden I am told that I did not confirm.

I waited from the 1st time my request was sent until the 1st of April for the additionals and now all of a sudden cos someone is not willing take responsibility of their mistakes I have to suffer myself and my family. If indeed I was to respond to anything and they saw that I was not responding why wasn't I contacted?

I called on the 31 March and the Sms I got after the call reads "Bonitas: One of our agents will call you back soon. Alternatively, you can use WhatsApp, **********, to chat live with an agent."

I am still waiting for that call. Bonitas is treating myself and family as if we are not contributing and they offer us free services. The last person promised that my matter will be escalated but also mentioned that my wife might wait another 3 months after I was assured that everything was in order. I have everything on emails but they still not willing to take responsibility. This is the worst service and someone is protecting someone inside. If the government was working NHI would have been a solution and would have happily canceled Bonitas. What if the unfortunate happens and I need to take my wife in for medical care? People are playing with people's life and no one is taking this seriously. As I am writing this letter I am still not contacted from the call I made to them on the 31 March 2025