PROBLEMS AND E-MAILS IGNORED

<p>After months of struggling to get the attention of Bonitas, a hellopeter review finally got a reaction about 2 weeks ago.</p> <p> </p> <p> After a good initial response was received, I had some queries, which were e-mailed to Bonitas. Unfortunately, everything has now gone quiet, and I cannot even get an acknowledgement of receipt of my queries, even after sending reminder e-mails.</p> <p> </p> <p>The e-mail address used was ********** - the one from which the initial response was received.</p> <p> </p> <p>For ease of reference, a copy of the e-mail trail:</p> <p> </p> <p>251016QZWNTM - 251016QZWNTM - Hello Peter Complaint - rodsuter - ********** 7827 [MI ********** 92]</p> <p> </p> ********** to Rod Suter<br /> Oct 27 (6 days ago)<br /> </p> <p>Dear Mr Suter,<br /> <br /> Thank you for notifying us of your complaint. We strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it's important for us to know.<br /> <br /> As per our telephonic conversation there are two debts on this membership. The first debt is in respect of savings that were allocated in advance and fully utilized for payment of claims even though we did not received full payment for them. On the Standard option a portion of monthly contributions (R101.00 pm) is allocated to savings. Claims are first payable from these savings before allocated day to day benefits can be utilized. a calculation of savings to be allocated for the whole year is made and allocated in advance on 1/01/2016 to enhance payment of claims from savings from the beginning of the year. Please refer to the attached Savings Statement showing claims that were paid from savings from 01/01/2016 to 16/03/2016 when member passed on. Claims paid in this period add up to R1212.00 whereas savings allocated from paid contributions add up to R303.00. This resulted in the debt of R909.00 in respect of utilized savings not paid on this membership.<br /> <br /> The second debt of R1,196.46 is in respect of the portion of the March 2016 monthly contribution that was clawed back by Old Mutual Metropolitan Pension Fund in May 2016. The spilt of monthly contributions we received from this Pension Fund from January to March 2016 is R1,196.46 member's portion plus R1,486.54 subsidy making up the total monthly contribution of R2,683.00. They clawed back member's portion of the March contribution which resulted in the debt of R1,196.46. This debt has now been handed over to debt collectors. <br /> <br /> We apologise for any inconvenience caused in the matter. <br /> <br /> Should you require any further information, please feel free to contact our customer service on ********** 108 or email ********** /> <br /> Kind regards,<br /> <br /> Kokoi Motsoaledi<br /> <br /> ==================================================================<br /> </p> <p>Rod Suter to Bonitas : Oct 27 (6 days ago<br /> </p> <p>Dear Bonitas<br /> </p> <p>1. Thank you for the explanations contained in your trailing e-mail dated 27 Oct 2016. I place on record has taken more than 2 months of e-mails and telephone queries to obtain this explanation. I believe this indicates extremely poor customer service by Bonitas.</p> <p>2. I further place on record that this is the first time the Estate has obtained clarification that there are in fact 2 separate amounts being claimed by Bonitas - please refer the relevant earlier e-mails.</p> <p>3. Para. 2 of your e-mail refers: <br /> <br /> I do understand the internal process followed by Bonitas, and I emphasize that these are the internal accounting processes followed by Bonitas and should not affect the rights of the member to claim for medical expenses.</p> <p>As you also state, the Bonitas internal process is to first utilize the full annual "savings" amount to pay medical claims, then to utilize 'day-to-day' benefits - and I accept that for a full year's membership, the process is acceptable. However, in this case (a membership terminated inside a membership year), when the actual accrued "savings" are depleted I submit that the balance of the medical expense amounts claimed should then be deducted from the proportional amount of the 'day-to-day' benefits available at the time of termination. <br /> <br /> I therefore submit that the R909 shortfall should be paid from the 'day-to-day' benefits, and not by the members Estate.<br /> <br /> I request your response as a matter of urgency.</p> <p> </p> <p>4. Para. 3 of your e-mail refers: <br /> <br /> I do understand the reasoning outlined for this claim by Bonitas. However, please advise:</p> <p>i) Why Bonitas permitted Old Mutual to "claw back" and amount to which they are not entitled. This would appear to be poor administrative control by Bonitas, to the possible detriment of the member's Estate.</p> <p>ii) The Estate refunded to Old Mutual a proportionate amount of the salary paid for March 2016, so it is a reasonable assumption that the portion not refunded embodied a proportionate amount of the member's monthly contribution to Bonitas. Please advise if this logic is incorrect and, if so, why.</p> <p>iii) Why Bonitas are unable to provide documentary back-up to confirm the Old Mutual "claw back". This would be required by the Estate to submit to the Master of the High Court when finalizing the Estate L&D Account.</p> <p> </p> <p>I request your response as a matter of urgency.</p> <p> </p> <p>5. You state Bonitas has 'handed over' to debt collectors the claim for R1196.46. This action appears to have been taken prematurely, unreasonably and without due consideration of the circumstances and long-outstanding queries in the matter. May I suggest that you instruct your debt collectors accordingly. <br /> <br /> I further notify Bonitas that the Estate will vigorously defend any action brought in this matter by either Bonitas or your appointed debt collectors.<br /> </p> <p>---------------------------------------------------------------------------------------------------------------</p> <p> </p> <p>Rod Suter to Bonitas : <br />28 Oct (5 days ago)<br /> </p> <p>Please be so kind as to confirm your receipt of my trailing e-mail of yesterday, 27 October 2016.</p> <p><br /> <br /> ------------------------------------------------------------------------------------------------</p> <p> </p> <p>Rod Suter to Bonitas <br />2 Nov<br /> </p> <p>Please respond.<br /> </p> <p>-------------------------------------------------------------------------------------------------------------------------</p>