Total Incompetence

<p>I submitted a request via email on the 07/12/2016 to Bonitas requesting a copy of a membership certificate, to my surprise I was told that the records do not exist. I then called the call centre on 08/12/2016 and spoke to Sizwe ref 081216q1ydxn who proceed to echo what the email auto response detailed that the records do not exist. I explained to Sizwe that the principal member had been a member of Bonitas and I cannot understand why she could not be picked up, he spoke to his teamleader and I was again told that the records do not exist, I requested that they escalate to IT as these records should be there. The following day I receive a call from Sizwe who then once again tells me that records cannot be found and that after 5 years the records at the medical aid are deleted, now this does not make any sense to me. I once again request Sizwe ro escalate my request to IT for the information to e found. He gives me a turn around time of 3 working days for me to receive feedback, I wait for more then 3 working days and then today I call the call centre once again to find out if there is any feedback. I speak to Lana Julias and do not want to relay my entire story as I have been dealing with Sizwe for 2 weeks. Lana takes full ownership of the call and says she would like to take a look into my query, in less then 15 minutes Lana was able to find the records that for 2 weeks I was told they do not exist and promptly sent me the medical certificate.</p> <p> </p> <p>How is it that Lana Julias was able to assist me in less then 15 minutes and send me the medical aid certificate and both the ********** as well as Sizwe were not able to supply me with the information and instead I was shoved from pillar to post for 2 weeks.</p>