Ongoing Customer Service Failure – No Response Since 30 July 2026

I am extremely disappointed with the level of service I have received regarding a very simple request for a letter confirming the medical aid contributions paid towards my parents’ medical aid for my 2026 Tax submission.

I first requested this confirmation on 30 July 2026, and my last written follow-up was on 19 August 2026. Despite numerous attempts to get this matter resolved, I am still waiting for the letter.

I have repeatedly been referred to the Finance Department and was advised that Customer Services would contact me once the letter had been prepared. To date, nobody has contacted me and nothing has been provided.

I even went as far as forwarding a copy of the confirmation letter issued by the previous medical aid provider for the 2025 tax year, simply to show exactly what information I require. Despite providing a clear example, the request remains outstanding.

What is particularly frustrating is the complete lack of communication. If there is a delay or a reason why the letter cannot be issued, that is understandable — but customers should at least be kept informed.

This has now been ongoing for almost a month, and I am extremely unhappy with the way this matter has been handled. I simply want the confirmation letter I requested.

I hope someone in management takes ownership of this matter and resolves it urgently.