Unsatisfied Member

Firstly, i am writing this complaint on this platform because Bonitas never responds on time.

The issue i have with the scheme all of a sudden as i have been on Bonitas before for years and have never complained about anything. Now that i`m a returning member of the scheme and i must say the level of service has drastically declined. I changed my banking details in March 2024 and sent the scheme my new banking details. They responded a couple of days later asking for a copy of my ID which I did not hesitate to send as i was avoiding missed contributions. I received no acknowledgement from the scheme whatsoever and concluded everything is okay. March went by no deductions went off my bank account, i assumed they would do a double deduction in April. To my surprise on the agreed debit order date still nothing went off. I then sent an email enquiring if they changed my banking details as requested back in March, guess what no response. I then decided to resend my banking details and a copy of my ID and on the email i specifically expressed my disappointment with the scheme as my son and i went 2 months without medical cover. I then asked someone to contact me so we can discuss how i would settle the arrears as I'm aware at this point I'm 2 months behind. I also specified on email that i would pay the arrears in instalments as i won't be able to afford the entire payment at once.

So, after my email Bonitas sends me an email with the changed banking details, no phone call or acknowledgement for the content on the email. Now today on the 23rd, 2 days before my salary date you send me a courtesy email that you will deduct R10353.00. HOW DARE YOU! the negligence was on the scheme`s side and now i have to incur this amount all at once. This is my whole salary, what`s going to happen to my other expenses and my child`s wellbeing for the entire month. You have no empathy and have lost faith in your Scheme. I will take legal action against your scheme should this amount go off my bank account. I have email trail of when I initially sent you my new banking details.

I am not happy at all with your treatment, i might as well change Schemes if this is the treatment i`m going to get.

Medical Aid number: ***