NOT HUMAN ERROR- *********** STAFF

I changed my my contribution from Group Member to Dependent paying member mid March. I specifically asked the consultant if this would effect my sons upcoming heart operation and asked her to explain everything to me in detail. I emailed the credit control department requesting the change and provided all necessary documents. My son was given authorization on 01st April for his open heart surgery which was due to take place on the 02nd April. All went well and the medical aid was updated.

On the 27th April i received and email that my new banking details have been just uploaded, to my surprise the medical aid took a month to upload my banking details after i gave precise instructions to debit on the 01st April from my account. I was then informed that none of the hospital claims were paid for and the account has been suspended as from the 01st April ( the day the hospital was given an authorization number) I contacted the call centre on numerous occasions furious at what I had found out and received many apologies but thats all they could offer.

I further noticed that even on the 01st May my debit order did not go off. I had to pay in the outstanding amount in bulk to have the suspension uplifted.

For any other queries, credit control department was able to send me a ref number for my query within a few hours. But when I sent through the proof of payment for the suspension to be uplifted I waited for more than 24hrs and had to call in the call centre to please try and escalate the query with credit control department.

For the incompetence of the staff in the accounts department I was without medical cover with a son that may need hospitilization at any given second.

I am truly appauled at the service and the manner in which this process was managed. No apology was going to cover the medical cost if anything was to happen in that time of suspension. If someone just did their job correctly from the start and captured my banking details in the time that it was given.