PATHETIC SERVICE

Good day

I had an operation done on 18 April 2023.

I went for my follow up to gynaecologist on 5th October 2023. Before going for my follow the receptionist at the gynae told me, I must check with medical aid if I need an authorisation again.

My husband called the medical on 27 or 28 September 2023 ( I just cant recall exact date) he explained to the call centre agent everything about my operation and that I need to go for my follow up do I need authorisation.

The call centre agent then advised my husband that yes I need to go my doctor and first get a referral letter for the medical aid to cover the bill. I told my husband so this means the doctor is going to charge me and then we will not have enough funds to cover the medical aid bill.

Because the call centre agent was quite sure this is how it needs to be done we done it that way. Doctor charged for referral letter.

On 5th October 2023 the admin lady at the gynae office then advised us medical aid did not cover everything due to insufficient funds. I asked my husband to call Bonitas again and query this.

He called and the agent let him know, the previous agent gave him the wrong information hence it was just a follow up of my operation and the same auth had to be used. I was not suppose to go to doctor to get a referral letter.

So due to incorrect information given to us, we are no liable for paying the difference of the gynae bill.

My husband called and spoke to Lynn Smith she told both of us she will listen to the recordings and come back to us. She came back saying that Bonitas gave us the incorrect information and the call centre agent is under going a disciplinary hearing. Which I did not ask for as all I wanted to know what is happening to the bill, who is going to pay it now since it was not my fault and it was Bonitas fault.

She then said they will be paying bill, she is just awaiting the confirmation from her manager and HR. She also then mentioned I don’t need to follow up, they will liaise with admin lady at gynae office who goes by the name of Isabell.

After this phone call and promises that was made Lynn smith did not return how calls. My husband called on several occasions then he got told Lynn Smith is not in the office. Lynn Smith will return our call. Which never happened.

One day I then decided to call and asked to speak to Lynn Smith, Lynn Smith took forever to come to the phone and I am calling from my cell. The next day my husband calls again, he get told Lynn Smith will call us in the next 15 min, I wait no call.

I then called back from my cell phone just to be told Lynn Smith left the office, I was like how is this possible or how does this work if my husband was told she will call in the next 15 min. I then asked for a manager and mind you whenever we asked to speak to a manager the manager till today is never available. ( how this for a big company is possible is quite disgusting) then I get to speak to Mohammed, which wasted all my airtime trying to sound as if he is trying to help but all he done was either trying to take me for a joke and make as if I don’t know what I am talking about and telling me Bonitas will never pay in such a situation not even know what the situation is nor having the correct information.

I then asked him to please ask Lynn Smith to call me first thing in the morning. He promised he will do that.

I did not get any call from Lynn Smith and called instead. She had such a lot of questions for the call centre agent that I was on call with before she made her way to the phone, yet I am calling from my cell phone again.

I had a chat with her telling her I will put in a complaint, she then makes remarks to her colleague as to please just get this information as I will be taken to social media and they both laughed. How professional is that??? I then tell her it is fine she can laugh at my situation or statements I am making but I will take this further. She then apologises, I did not accept her apology because now my situation has become a joke.

She then tells me Bonitas will not be covering the bill, I was surprised because all along you said they will be covering the bill, but because she had a talk with Mohamed that thought I am a stupid and probly told her just tell her we wont pay and not knowing the full story. She now decided to give me that information.

This has been ongoing since 5th October and nothing has been resolved and the bill needs to get paid. We heading for December 2023 now.

Herewith follows the References to the calls made to Bonitas and to Lynn Smith if you would like to listen to the proof,

Godwin *** Shadene *** Zinzi *** Sishaba *** Zola *** Shishabo *** ref 141123qxxw8y ref 270923qvghx6 ref 231023qwz5vx We tried to engage on several occasions with Lynn Smith but was told she was not available.

As a Bonitas member we find this very displeasing. If we were not so badly informed by your trained staff from the beginning we would have made other arrangements to ensure that we cover everything.

We were promised on several occasions that this matter would be dealt with swiftly but with no avail.

We had to constantly take time out of our day to follow up on this matter that has been dragging on for more than a month.

Lynn Smith admitted to the fact that the employee whom we engaged with( call was recorded and is one of the references above mentioned), was wrong and disciplined but what we fail to understand is that we have to take the punishment for poor training conducted to Bonitas staff and cover the bill that we were assured of from the start, would be covered.

Not once did any staff member give us feedback without us engaging first even after it was promised that they would give us a call.

Please tell me, Is this the way how you treat your members who pay you a lot of money for medical care and is this how you conduct yourselves as a medical aid scheme. I am not satisfied with how this matter was handled and would like this matter to be resolved as soon as possible taking in account how long this has been coming on.AM HONESTLY SO DISGUSTED WITH THIS SERVICE I HAVE BEEN RECEIVING AND I PAY R 3200 EVERYTHING JUST TO RECEIVE SUCH SERVICE WHERE YOU HAVE TO WAIT FOR MONTHS BEFORE MY ISSUE CAN BE RESOLVED.

I HAVE ALSO BROUGHT THIS TO COMPANIES ATTENTION AS WELL.

HOPE TO HEAR FROM YOU SOON AND HOPE THIS CAN BE RESOLVED BY THE END OF THIS WEEK

COMPLETELY UNSATISFIED AND DISGUSTED