suspended for what when payment has been taken from my account

Good Day,

I am writing to formally lodge a complaint regarding the unacceptable service I received from Bonitas. On 01-06-2026, I took my daughter, who is a chronic patient, to the doctor after she broke her arm and was suspected of having RSV. Shockingly, we were turned away because I was informed that our medical aid had been suspended.

At 16h45 I contacted Bonitas and spoke to an agent, Sisco Siko (Employee No: ***, Call ***). Unfortunately, the agent appeared more interested in ending the call than assisting me. This is unacceptable, especially considering my daughter’s chronic condition, which requires consistent and reliable support.

I then spoke to a manager who promised to call me back, but that follow-up never happened. This pattern of poor service is recurring, and I am constantly forced to chase Bonitas for answers. This situation is jeopardizing my child’s health, and I can no longer tolerate such negligence.

I request immediate reinstatement of my medical aid benefits and a thorough investigation into the handling of my case. Please confirm receipt of this complaint and advise on the steps being taken to resolve this matter urgently.