Passing the buck

I wish I can give you no stars! I can not for the live me understand why Bonitas opted to use Marara Pharmacy from a perfectly good service provider. Our chronic meds was received like clockwork every month. Like the say goes "don't fix what is not broken"

Sent a script to Marara in January 2025. On 15 February, on Saturday afternoon, they called me to advise the chronic meds needs a co-payment for X amount. I asked the reason for the co-payment, and according to them it because Bonitas does not cover that under the formulary (don't know what that means), mind you I never had co-payment with the previous supplier. Plus the charge for this meds from the is almost R200 more then the previous supplier. Anyway, after I was not happy they opted to send me the generic opinion listed on the script, which I did not want and my wife cannot use. Long and short, I advise them to send the generic until we sort out this issue. I requested to speak to a manager that day, which weren't available. According to them, they called me on Sunday 16 February, and I did not answer. I never saw a call from them, and thought the matter was handled on the Saturday. No follow up on an open query or compliant, nothing.

After two 28 February, I call. First went through Bonitas, who unhelpful in any way, and all they say follow up with Marara. I mean, come on, I am your client first, this your appointed service provider.. Anyway went via Marara WhatsApp number... Up to this day, I have not received a reply. I complained about the services on email to Bonitas, Marara and whose ever email address have. Not one single reply.

So on 03 March (Monday), remember now my wife is without her chronic meds for almost 4 days. I once again called Marara, explained my story, all they say is there's co-payment on the generic meds with I need to pay. What else can one do is to accept it so the meds can be supp****.

After speaking to the consultant (manager) who assured me the meds with be delivered (urgently) today (04 March). Ag, can probably jump in the ocean with their horrible service. Any about 15:00 I called again to find out if my meds was delivered at home as I was at work. To my surprise it was only packed for shipping at 15:00 in the afternoon, and mind you from Pretoria, I am in Cape Town.. So another 2/3 days before we get the meds. And this how Marara and Bonitas treat a chronic member.

This is the pathetic service from Marara and may I add Bonitas (who I will complain about as well). Also Bonitas and Marara sent a long newsletter out that if we only use Marara, we don't pay a co-payment, but if we use the previuos service provider there will be a 30% co-payment. I dont think Bonitas knew how Marara will be *****ing the members.