Poor service - Double Debit order - No Medical Aid for 3 months

Poor service - Double Debit order - No Medical Aid for 3 months

We have had two troubling encounters with Bonita’s, one pertaining to us challenging a waiting period of 3 months and the second encounter was around the fact that I was billed twice in one month, after it was confirmed with me that it was in arrears.

First Encounter

The first instance was around the waiting period imposed. I asked for the 3-month waiting period to be reconsidered. We were asked to show proof of previous medical aids. I sent my previous Medical aid as requested as we have been covered for 20 years. They then said we should get an affidavit and we went to the police station for it. I sent all the paperwork, Bonita’s confirmed receipt. All of this effort for 3 weeks we went back and forth, just to be told sorry its standard practice that Bonita’s always gives a 3 month waiting period.

Needless to say, I was extremely irritated with the runaround just to be told, basically, you ran around for nothing. I think this was extremely misleading and a waste of my time and effort. Why tell me to get affidavits and all the paperwork, back and forth, just to say sorry its not standard practice. I am sorry but this is unprincipled and completely deceptive.

Second Encounter –

The most pressing matter because I need a refund On 29 December at 11:23 I called Bonitas and asked if it is confirmed that my debit order is in arrears. Ref nr 291223QZPJ4P.

The person said it was all sorted out. On 2 February 2024 my bank account was debited with R 11 116.00, which is two months contribution. I queried it, see attached the response that I never asked for an arrears billing. I was then asked to send an email to ask for my debit order date to be changed to the 27th of the month and I sent an email for the refund which I did, ref nr 050224Q1RHN3 On the 7th of February I then sent the proof that we have been billed in arrears by my previous medical aid, after my consultant did so in December 2023 already.

See attached. After sending the proof I was sent the following email: Dear Member Kindly be advised that direct paying members (DPM) contributions are paid in advance. Should you require any further information, please feel free to contact the Bonita’s Call Centre on **********. Kind Regards Bonita’s Scheme Finance I rep**** saying that I did request arrear payment.

On 9 February my consultant sent an email to Bonita’s scheme finance to assist me, again she attached the letter to say we were billed in arrears by my previous medical aid. See attached On 12 February I spoke to Godwin and I sent the letter again that I was billed in arrears, because it was, according to him not received. Ref nr 120224Q21zzk.

I called again in the afternoon to follow up and they said the call is still in process. I chatted via whatsapp this morning and was told that the turnaround time is 5 days, I have to wait. I told them I cannot wait as I don’t have money to go to work, buy food or electricity. I then sent another message after 15:00 and the person just said that it has been escalated, apologies for the frustration. The person then said that the refund will happen after closing of the month, the 23rd of the month and I have to wait. I find this completely ********* and inconsiderate of Bonita’s.

I was never contacted after the 29th of December to say that my billing will not be in arrears. Nobody can give a straight answer, and all communications go in circles and never come to an outcome.

This just proves that Bonita’s doesn’t care about their client’s and I must say I regret ever moving away from my previous medical aid. At least when I called, I got help from someone that cares. I need assistance from you on how to proceed and get my refund from Bonita’s. full of empty promises, if i knew this would happen double billing and no medical aid for 3 months I would of never moved over. we were told all is fine as we need to provide documents.

We did provide everything & yet we have been treated like this... I sent e-mails to the directors of Bonitas & nothing has happened.

Today is day 14 with an answer sorry we have to wait for the finance department to rectify the issue after the 23rd. This is you'r mistake Bonitas not mine. Quick to take money and not own up to your mistakes.