Unacceptable level of service from Bonitas Credit Control (Finance) Department

I am writing to formally lodge a complaint regarding a direct deposit payment I made to Bonitas on 15 July 2025, which has not been automatically allocated to my membership account.

I've been making direct deposits for years and it has always been automatically allocated.

Despite multiple emails sent with proof of payment, I have yet to receive confirmation that the payment has been correctly allocated. My requests have been ignored.

As a result of the automatic allocation not working, a debit order was incorrectly processed from my account, causing unnecessary financial strain. It is deeply concerning that such a significant amount was debited without acknowledging the prior payment, and that my repeated correspondence has been ignored.

This lack of transparency and communication is unacceptable, especially when it affects families who rely on timely and accurate processing of their medical aid contributions.

The response time from the Credit Control department is also highly problematic, often taking several days, which exacerbates the issue. I would like to know whether management is aware of these ongoing problems and what steps are being taken to resolve them.

I respectfully request the following:

Immediate confirmation that the payment made on 15 July has been allocated to my membership. An explanation for the discontinuation of automatic allocation of direct deposits. Assurance that future payments will be processed correctly and timeously.

I have had to reverse the incorrect debit as Bonitas depleted the bank account and left us with no cash for our expenses this month.

I trust that this matter will be treated with the urgency and seriousness it deserves. I look forward to your prompt response.