Pathetic service from Bonitas

I am extremely upset, frustrated and dissatisfied with the pathetic service that I am receiving from Bonitas.

I submitted a claim on the 08/02/2018 for a service that was provided the previous day. I constantly need to call to find out the progress and keep getting conflicting information all because someone is not doing their job correctly. First I was told that it was not yet finalised and that I need to wait 7 days. When I called again about a week after I was told that the claim was not captured and that they would get back to me. When I called at the end of last month for feedback I found that there was still no feedback and this was going to be escalated YET AGAIN. I asked for manager and was kept on the line for about 10 mins while the agent when to fetch the manager. While waiting for that manager I posted a complaint on Twitter. That manager did not call me back and I did not get a response regarding my complaint on Twitter. I then completed a survey explaining all this. I must admit this may have been the only time anyone has contacted me back but due to network issues I only received the voicemail (thank you to this person for taking an interest in your client and actually doing your job).

So I called Bonitas AGAIN today. This time I was told that my claim was rejected because my son was added on my medical aid after the service date. Apparently someone has noted the date incorrectly and due to this my claim was rejected. I again asked for a manager/team leader and Zander should have come to the phone. It is now almost 2 hours later and I still haven’t heard from Bonitas. I will not call again because each time I spend unnecessary money calling you for a claim that should have been sorted a month ago.

I now want the details of someone higher up because I feel that the senior management need to know what terrible service you are providing to your customers.