Pathetic service from Bonitas

I am writing to formally escalate an unresolved issue regarding my medical savings refund from my previous Bonitas policy, which was cancelled in December 2024 when I moved over to a new medical aid. Following the cancellation, I was promptly emailed the refund form, which I duly completed and submitted with all the required supporting documents.

I was advised to allow for a waiting period of up to five months, which I respectfully did. However, after following up via multiple calls to your call centre between May and June 2025, I am no closer to receiving any concrete updates or resolution. Unfortunately, your call centre agents have been unable to assist further, citing that the finance department can only be contacted via email — a channel that has proven equally unhelpful.

I have submitted my ID document on several occasions, only to be informed repeatedly that it failed the verification process. I must emphasize that my ID copy is of high clarity and quality — clear enough, in fact, for Bonitas to successfully process a new medical aid application effective 1 June 2025. It is both confusing and frustrating that the same document deemed sufficient to reopen a new policy is not deemed adequate to release the refund from my previous plan.

Furthermore, the tone and attitude of some of your call centre agents have been disappointing. Frustrated customers should be met with empathy and assistance — not irritation and rudeness.

Given the lack of progress and support received to date, I am now left with no choice but to escalate this matter to the Council for Medical Schemes (CMS), the National Consumer Commission (NCC), and the Ombudsman for Financial Services Providers, should this issue remain unresolved.

I am requesting a final resolution on this matter — specifically, the release of my outstanding refund — within the next 7 working days.

I trust that this matter will now be taken seriously and handled with the urgency and professionalism it deserves.