Poor service from Bonitas medical aid

I app**** to Bonitas medical aid last year but they failed to ensure compliance with their registered rules as it relates to collection of contributions, where they did a double deduction, without informing me or checking whether i can afford such double deduction. Bonitas also failed to communicate adequately and appropriately with me regarding my rights, contributions, and the status of my membership, as mandated by Section 57(4)(d) of the Act, after I informed of my intention to cancel my membership. I had to repeatedly do follow-ups on 6, 10, and 13 October 2025, yet they did not provide timely feedback. It was only on 13 October 2025, some two weeks after the I first raised the issue, that Bonitas advised that a cancellation form was required. This lack of communication and the delay in processing my legitimate requests demonstrated a failure to act with due care and diligence as required under Section 57(6)(b) of the Act. 28. The prejudice I suffered by the due to their failures is tangible and substantial by the ********ly deducted R15 996.00 from my salary on 30 September 2025 for contributions that were not yet due and owing. This unauthorised double deduction placed me in financial distress, forcing me to make a loan to meet his basic needs. This financial strain was a direct consequence of the Bonitas failure to apply their own billing rules correctly and to heed my early notification of the error. Secondly, the delay in effecting the membership termination, only confirming cancellation effective 30 November 2025, despite my initial request on 30 September 2025, resulted in further prejudice. The protracted cancellation has impeded my ability to immediately enrol with another medical scheme of my choice, exposing me to the risk of being subjected to waiting periods of up to 12 months for any pre-existing conditions with my new mefical aid, which constitutes a significant impediment to my continued access to healthcare coverage. The medical aids rules states clearly tjat 'a member should not be left in a state of uncer*****y, nor should they bear the financial consequences of a scheme’s administrative errors".

I was forced to report Bonitas to the Council of Medical Schemes who ruled in my fabor as follows;

1. Investigation and Analysis: The Respondent had a duty to act promptly when the Complainant notified it of the debit order confusion and the double deduction. Instead, the Complainant was compelled to repeatedly pursue the Respondent for feedback, and his request for termination was not managed with the urgency it deserved. 31. Rule 12.2.1 in the Respondent’s main rules provides that “A member may terminate his membership of the Scheme on giving one month's written notice. All rights to benefits cease after the last day of membership.” The facts reflect that the Respondent was notified of the Complainant’s request to terminate by 30 September 2026, and this request complies with rule 12.2.1. The requirement for a completed form, which the Complainant was only informed of two weeks after his request on 13 October 2025, does not render the request made on 30 September 2025, ineffective. Therefore, notice was duly received by the Respondent on 30 September 2025, which in terms of the rules lapses on 31 October 2025. 32. As the effective date of termination is 31 October 2025, which aligns with the Complainant’s request dated 30 September 2025, the Respondent was not entitled to contributions November 2025.

2. FINDING 33. The Registrar makes the following orders: 33.1. The correct date of the Complainant’s membership termination is 31 October 2025. As such, the Respondent must issue an amended membership certificate reflecting that the Complainant’s membership terminated on 31 October 2025. 33.2. The Respondent is directed to refund the Complainant the contributed incorrectly deducted for November 2025, in the amount of R7 998.00.

Since receipt of the award since 27 March 2026, as received from the Council, I didn't get any feedback or call from Bonitas yet, let alone the refund. I called them on 9 April and emailed them but still no response. I spoke to Mbali who confirmed receipt of the award but indicated that she can only escalate the matter