Robbing my pensioner mother

<p>My mother is on BonCap and in January Bonitas deducted R3591.00 and not R1317.75 (the amount she usually pays). When enquiring why this amount was debited, I was told she had to provide bank statements and updated SASSA letter confirming her pension (which was done within the day). This has been an ongoing issue since I first contacted Bonitas on 03 January 2017. This is money my mother can ill afford to have taken from her account being on a tight budget. Not to mention the money she has spent on airtime to try and get answers from Bonitas (to no avail). My question is to Bonitas - if a bank statement and pension confirmation was required, why did they not contact my mother before the end of last year to request this? What right do you have to more than double the amount you take off someone's account without their authorisation? And thirdly, who trains your customer service representatives - they are inept at performing their job and then still have the audacity to close the ticket I opened via email and ask me to rate how excellent their service was. How can you close a ticket that is not resolved? And you expect praise from the customer at the 'excellent' job you have done! Upon my advice I told my mother to go into her bank this weekend and reverse the direct debit as she was short of money this month. R2274 over budget when you have a state pension of R1510 means the difference between being able to afford to eat or not! How callous and uncaring your company is. I want a written response within 24 hours on this matter or I will be moving not only my mother's medical aid, but the rest of the family covered by Bonitas to another provider. Please provide the monthly subs that my mother will need to pay (as I do understand that medical aid rates go up yearly). No direct debit orders will entered into with your company ever again and monthly payments will be made in advance via EFT. </p>