Poor service

Dear Bonitas Team,

I am writing to express my deep frustration and disappointment with the ongoing mismanagement of my father’s medical aid account. Despite numerous attempts to resolve this matter, the situation remains unresolved and has caused significant inconvenience.

My father’s medical debit order is scheduled to go off on the 20th of every month. However, in January, the debit order was processed earlier than expected. As a pensioner, he did not have the funds available at that time, which resulted in a failed debit and unnecessary stress.

When I contacted the call center for assistance, I was given conflicting and inaccurate information by two agents — Brandon and Denecial. After repeated attempts to get clarity, I escalated the matter and was eventually connected to Janice Buys. Janice assured me that the early debit order would be canceled so my father could make the payment through an alternative method.

Despite this assurance, Bonitas still attempted to debit a double payment — even though both payments had already been made. This is unacceptable and shows a clear lack of coordination and accountability.

Since then, I have followed up with Janice Buys three times and have yet to receive any response. This silence and lack of urgency only add to the frustration.

At this point, I am requesting the immediate cancellation of the debit order to prevent any further unnecessary deductions. Additionally, I expect:

Reversal of any fees incurred due to this mismanagement. An explanation for the lack of response and the failure to address this issue properly. I trust that Bonitas will treat this matter with the seriousness it deserves and respond without further delay.

Kind regards, Ranvir Mahadew