Terrible communication and worst service ever

I am extremely disappointed with the poor service and lack of communication regarding my medical aid plan change.

I have now been waiting for over a month for a refund from my previous plan after changing from BonStart Plus to BonCap.

On 30 January 2026, I submitted all the required documents to terminate my BonStart Plus plan on 28 February 2026 and start my new BonCap plan on 1 March 2026. I also submitted all the required supporting documents, including my income verification and payslip.

Despite this, the incorrect information was processed:

I was placed on the highest BonCap plan instead of the correct plan based on my submitted income documents. My joining date was incorrectly captured as 1 January 2026 instead of 1 March 2026 as clearly requested. Without any notification or explanation, double deductions were taken from my bank account last month. A further double deduction has again been taken this month.

I will not be held liable for these mistakes. The person handling this matter should have read the documents correctly and captured the correct information. I have already submitted the documents twice, yet the same errors continue.

This situation has caused me severe financial stress and pressure. I cannot afford double deductions from my bank account without any prior notice, especially due to errors that were not caused by me.

The constant back and forth with emails and the lack of assistance has been extremely frustrating. Your communication with members is very poor, and it seems no one is taking responsibility for correcting this matter urgently.

If this matter is not resolved urgently, I will have no choice but to escalate it further by involving a family lawyer as well as lodging a formal complaint with the Medical Schemes Ombudsman.