Nothing but Problems

<p>So to start off I have now decided to come straight here as apparently only threats get any kind of service. </p> <p> </p> <p>I first issue (and this is where all the problems started) was that once we received confirmation and activation of our medical aid after we sent through our application form, they had the intimation date wrong. We then had to send through all sorts of signed documents stating what was quite clearly already on our application form. We were then told to make a manual payment, they sent us the banking details and the reference we needed to use only to be told after payment had been made and proof sent through that they gave us the wrong reference number. They then stated that they would correct this issue and make sure that the payment went through to the right account.</p> <p> </p> <p>Come the next month they did a double deduction. Why? Because apparently their staff failed to do their jobs and did not after all allocate the previous payment to the correct account. We were then forced to make a reversal on 1 payment as Bonita's stated that it could take up to 5 days to sort this issue out but that there was also no guarantee that our payment would be allocated correctly. So some bloke was getting a free ride on our payment? Nice one guys. We then did the reversal and carried on with our lives.</p> <p> </p> <p>Come end September when we go to put in a claim only to be told our medical aid has been suspended. Wait, what? How? Why? </p> <p> </p> <p>I phone Bonita's only to get on the phone with an extremely rude and unhelpful woman. She asks me to confirm our details and then has the audacity to tell me I'm wrong. How does this happen you ask? Well apparently whoever captured our details from the application form cannot read and incorrectly entered several details. Now starts a whole new horde of problems.</p> <p> </p> <p>After this rude woman I then had to phone Bonita's again as she was not able to help at all and flat out refused to believe that they had captured the details incorrectly. I was then helped by a young man after very nicely and patiently explaining the mistakes they had made. He then "confirmed" our details and I was told that an outstanding amount was the reason the medical aid was suspended and that this was in fact the exact amount that they were supposed to take off every month. Now I'm confused you see, is it not Bonitas responsibility to deduct this amount every month as stated and agreed upon in our application form? He goes on to tell me that due to the reversal of one amount our bank details were conveniently cancelled off of their system. But why were we not informed of this? Why did we only find out at the end of September that we had been sitting without cover for a month? Now it wouldn't be so worrying to me except for the fact that we have an 8 month old daughter and her health and safety is our absolute main priority. </p> <p> </p> <p>I then go into one of the walk-in centers into our area once again to be confronted by a rude and unhelpful woman who did nothing but put me back on the phone to the call centre. I get told that I need to resend our bank details as well as make a manual payment (again) for October's funds. Ok fine. I make the payment. I get told there is still an outstanding amount for September and the medical aid will remain suspended until payment is made.</p> <p> </p> <p>Hahahaha you're joking right? We were not even made aware of the fact that the medical aid had been suspended. After several long telphone calls, emails and complaints I get told "oh but we sent you emails". We never received any of these emails. Not one. I then ask him to confirm the email address and lo and behold it's incorrect. </p> <p> </p> <p>So now this is where my patience has completely worn off. I am done being polite an patient and I have had it with the absolute incompetence we have had to deal with. How can Bonita's possibly think that they can hold us liable for a payment we trusted them to be responsible for? If you saw that the emails were not being received (sent to a nonexistent email address I might add) or being responded to, do you not think it would be your job to pick up the phone and let us know that 1. You had cancelled our bank details and would need us to resend them (even though you technically already have them) and 2. That you had just suspended our medical aid. Is it not your job to make sure that the client is made aware of these issues? Why did I have to find out at the end of the month that we were sitting without cover the entire time. We absolutely refuse to be liable for something that was Bonita's responsibility. How dare they try and hold us liable for mistakes (many, many mistakes) made by their employees? We trust your Company to deal with these issues in a professional manner and all we have had are robotic, generic answers because apparently all you do is pull out key words, copy, paste, repeat. I am tired of having to deal with different people every time I send through something requesting an update, I am tired of repeating myself and I cannot believe you hire such rude, *********** staff members. I want this issue dealt with and I do not want to be told that there are waiting periods or that we are liable for that payment. Your employees are the ones that made the mistakes, in fact this all stems from the first issue of our payment being allocated to the wrong account that was not corrected as we were told it would be. I don't care what Bonita's does, but we will not be held liable for their mistakes and our medical aid will be made active again. How on earth do you expect to keep clients if you hire lazy, ***********, rude employees? Fix the problem. I want to know that my daughter is covered if anything were ever to happen. I am done fighting, I am done getting angry. I want this problem sorted out now.</p>