Poor Service from Credit Controle

So, I am a Bonita's Medical Scheme Member, I got a call on the 8th Jully 2024 at 11:05am from Tendahealth Retentions Mahlatsi Malatji. She stated to me that I must pay my normal monthly installment of R4993.00 plus I can make a payment towards the arrears amount of R19688. Now I paid R15688.00 this is R10695.00 over and above my normal membership fee and R7413.67 more than the agreed or requested amount. Now to my horror and shock the agreement was not honored and my benefits at Bonita's have been suspended and now remail suspended until the arrears amount of R8922.00 is paid. This is a far cry from pay your membership fee plus portion of arears amount and the membership will be reinstated. Now I complained to her Team leader Annelise Gunning who after carefully dodging my complaint sent me the following: Good day Mr Grobler Our telephonic conversations refers. After listening to the call recordings between you and Mahlatsi and also referring to your e-mail correspondence I can confirm the following. During your telephonic conversation with her on 8 July 2024 she mentioned that a payment arrangement option - over a period of 6 months - is available and she confirmed the total amount outstanding on your medical aid on an e-mail dated 8 July 2024 as requested by you. She then received the proof of payments that you made on 13 July 2024. These payments were allocated towards your membership by Bonitas. I contacted the call centre this morning and received confirmation that your membership is currently suspended. The total amount outstanding is now R13 844.00 (this includes your contribution for August). Should you want to apply for a payment arrangement for this arrear amount a written request needs to be sent to ***. Bonitas will then have to approve this arrangement first before the suspension can be lifted. Unfortunately, we won’t be able to apply for this on your behalf – the request has to be sent by the main member. May I ask that you please copy me in your e-mail. Kindly advise if any additional assistance is required. followed by my response: Good day Annelise, Trusting you’re well. Firstly this is not what was agreed or said to me on the 8th the issue has also not been addressed. Since I am left to resolve this matter on my own I will try to do so regardless of what the outcome is. I am now exercising my right to request a copy of the voice recording from the 8th July 2024 with Mahlatsi Malatji. I am also requesting that my complaint resolution be put on a letterhead with the final outcome so I can refer the matter accordingly and would like to know under which ombudsman you fall followed by her latest response: Good day Mr Grobler I have forwarded your e-mail to our complaints department which will now lodge a formal investigation and provide you with the requested feedback. I would strongly suggest you think carefully before doing business with Tendahealth