Pathetic Service

I am a financial advisor and my client cancelled her Bonitas medical aid membership and moved across to her husband’s Bonitas membership. There was a savings balance that needed to be REFUNDED TO MY CLIENT. In January 2025 Bonitas assisted us (three Bonitas agents) with how the Savings refund form had to be completed by the client (which box needed to be ticked in order for the refund to be made directly to the client - not the membership she was moving to) and what documents needed to be submitted with the application (ID, proof of bank etc). We got the completed forms from the client with the relevant documentation and submitted them to Bonitas on the 22nd of January 2025. Bonitas told us that the ID and proof of bank had to be certified, which was done and sent to Bonitas on the 27th of January. These refunds take 4 months to process. When we followed up in May we were told that the form was completed incorrectly, the wrong box was ticked and that a new form would need to be completed, which was done and submitted to Bonitas on the 14th of May, Bonitas confirmed that everything they had received was correct. Then on the 23rd of May we received an email notification that a clear full colour ID copy was required which was originally sent to Bonitas on the 27th of January. On the 26th of May we sent the clear full colour ID copy again to Bonitas. We followed up on the 28th of May and was told that the ID was sent for verification which takes 14 days!! Since then we have been following up every day with no progress and no response to our emails. The service that we have received for such a simple task has been pathetic!! Enough to put me off doing business with them!! I feel sorry for any Bonitas member that does not have a broker looking after them!!