************ Business Practice

To Whom It May Concern,

Kindly note that I write to you with a deep heart due to the anguish and frustration that you are subjecting me to on monthly basis. Every month I receive an e-mail from Bonitas that my outstanding balance is so much or my benefits have been suspended. When I took a medical aid cover with you earlier this year, I was under the impression that Bonitas is a big organisation with good reputational footprint in the health services industry, only to discover that you are not to be.

Since I have joined your organisation in March 2022, I have been having problems with your finance department whereby on 15th March 2022, Bonitas did not collect my monthly contribution of R5,614 from my employer and I had to pay it manually on the same day (please see attached Proof of Payment). However, in April 2022, your finance department collected double the monthly contribution (i.e. R11,228) and through the assistance of Ms Mutsharini Makumbane, I was able to be reimbursed the full R5,614 that was erroneously deducted.

In May 2022, Bonitas collected R5,614, which is the correct monthly contribution, however, Bonitas also collected additional R2,854 from my payslip. I have fought for the refund of this R2,854. However, instead of refunding me R2,854, Bonitas refunded me R5,614 on 21 May 2022. I have tried to correct that writing an e-mail dated 21st May 2022 to Bonitas on how to repay the difference of what was owed to me and what was paid (please see the attached 1st e-mail). Ever since this incident, Bonitas has dismally failed to do a mere reconciliation of my account and furnish me with a reconciliation statement.

On 29th September 2022, my Legal&Tax wrote an email requesting a detailed reconciliation statement and to date, I am (or we are) yet to receive it (please see the 2nd attached e-mail).

Furthermore, I have noted that there are three doctor consultations by my wife and daughter that Bonitas did not honour/pay despite having an amount of R3,025 available for Consultations & Visits – GPs in the monthly benefits statement that I receive (Please see the attached MEMBER_STATEMENT_***). I therefore urge Bonitas to be ethical and do the right thing by paying for these consultation visits.

I would also like to request Bonitas to furnish me with an authentic reconciliation statement and tell me how to pay the R2,760 which is the difference between what was overpaid (R5,614) and what was deducted in error (R2,854).

If Bonitas fail to produce this authentic reconciliation statement and to pay for these unpaid consultations, I request termination of my membership effective from 31 December 2022, and that Bonitas must refund me all the contributions (R5,614) that were deducted from my payslips during all these periods that I did not receive Bonitas services, or my benefits were unjustly suspended. Failure to comply with the above will leave me with no option but to seek the assistance of the Health Ombudsman by lodging a form complaint with them.

I look forward to receive confirmation of receipt of this mail and a formal response thereof.

I trust that you will find the above to be in order