Outstanding Hospital Refund and Poor Customer Service

I am extremely dissatisfied with the service I have received from Bonitas regarding an outstanding hospital refund.

I paid my hospital bill from my own pocket and submitted all the required supporting documents to Bonitas on 29 May 2026, requesting reimbur*****t.

When I checked my Bonitas profile, I saw that the refund claim had been marked as processed. However, I never received the refund.

After following up with Bonitas, their customer support representative, Thandiswa Ntshakala, confirmed in writing that the refund had incorrectly been paid to the hospital instead of to me. I was advised that Bonitas would address the error and ensure that the refund was paid to me.

Despite this confirmation, more than two months have passed without my refund being paid or any meaningful feedback being provided.

I have repeatedly tried to get this matter resolved, but I have not received a clear explanation, resolution, or payment date.

This experience has been extremely frustrating, particularly given that I personally paid the hospital account and have already provided all the necessary documentation.

I am also highly dissatisfied with the service I have received since the migration to Momentum as the administrator. The lack of communication, accountability and timely resolution is unacceptable.

What I want from Bonitas: I want my outstanding refund to be paid to me urgently, together with written confirmation explaining what went wrong, what has been done to correct the incorrect payment to the hospital, and when I can expect the money to be received.

I hope Bonitas will take this complaint seriously and resolve the matter without further delay.