Very Disappointing service from Bonitas

We are a family 07, 2 adults and 5 kids. My husband changed employment & had the option of moving to discovery, however we opted to stay with Bonitas as we have been members for many years. We submitted a main member swap and option downgrade at the beginning of December. We were asked for additional information which we provided to scheme on 14 December. We were specific in calling asking for help to speed up the process so as to avoid any break in membership or to be without medical aid because we know the needs of our family. It is now the 4th January and we are without medical aid completely. We have been debited the incorrect amount and cannot access medical aid benefits. We have called almost very day and have sent numerous email, yet we never get any way forward, we are always promised that the query is being looked at. We have asked to speak to the membership department but can never be put through. We have spoken to a supervisor in the contact center who was initially very rude and abrupt with me. We cannot any feedback form anyone and neither does any call us back, nor even send a mere email to advise on the status, nothing. It is just quiet.

We are appalled and deeply disturbed by Bonitas' service and their lack of service and accountability to their clients. We opted to remain loyal to Bonitas and it is saddening that this is the kind of treatment that we get back from Bonitas. At present, 4 of our 5 kids are sick and we cannot use the medical aid to consult. We have had to pay cash for medication. Furthermore, we have a child who is on chronic medication that we cannot claim for the medical aid because it is not active.

I called today and I was informed that I selected to have pre-underwriting done, whereas the wording of their question does not indicate such. Obviously, I would not ask for underwriting when doing main member swap, and Bonitas could have confirmed that if they just picked up the phone and asked me. I cannot believe that after so many years the service at Bonita is this terrible, the lack of empathy also leaves a very bad taste in my mouth. We are not dealing with cars or houses here, this is people's lives. Honestly, this whole ordeal is causing a lot of stress for our family at a time when we need the medical aid.

Very very disappointing to have to go through this right now