Worst Service Ever!!!

I experienced the worst possible service with Bonitas this past month and it's still ongoing!!! A month ago (13/09/2023) our son was ill and I took him to the doctor on my medical aid. Upon arrival, the doctor's office did their normal background checks with the medical aid and they were advised that we can not consult with the doctor as I needed to select the doctor as the primary doctor (which goes against the policy of his Medical Aid option and also, it was not the first time consulting with the said doctor). Once my I was given the above feedback by the doctor's office, I was all equally baffled. I decided to call Bonitas and after giving the above-mentioned details to the consultant, she also agreed that I did not have to add the doctor as his primary doctor due to the medical aid option I was on, but she did however notice that the doctor's contract was cancelled on 31 March 2023. Even more baffled, I asked how this was possible and why was it not communicated with me as a member and she advised that they (Bonitas) do not send such communication to members. At this point, even the administrator was completely baffled as she knew nothing about a cancellation. I then asked the consultant what the next steps were since we were already at the doctor's office and after a few moments of asking me to hold, she then came back on the call a few moments later confirming that I can continue with the consultation under the medical aid. I then, asked her to relay this message with the doctor's office and I proceeded with handing over the phone to one of the administrators, where a verbal confirmation was made and a reference (query) number for that particular call was shared. I then proceeded with the consultation for our son. A few days later, I received an SMS regarding a declined claim and surprisingly, it was this exact claim. After a few weeks of back and forth calls and emails with Bonitas and even with the intervation of AON (medical aid broker), they denied EVERYTHING that was confirmed on the call- even with the doctor's administrator (which is appalling!!!). Once they were adamant in their denial, I suggested that they should send me the voice recording of the call and they denied that as well. They then confirmed that I could listen to it on their premises and I agreed. I advised them of the duration of the he call I made that day to Bonitas (as I took a screenshot on his phone and still have it) and I asked them to have the full recording available for me to listen to- especially the crucial parts where confirmation was made on the call and the reference number at the end of the call. Yesterday (30/10/2023) I took time out of my schedule and drove to Cape Town CBD (in their offices, 30km from our home) to listen to the recording, only to find a recording that was DELIBERATELY cut just as the consultant put me on hold before the verbal conformation. Whilst I was there, I was advised by the employee who assisted me with the recording that an issue was raised this morning regarding the call not being complete especially to support their own claims regarding the chain of events of this particular call, but it was shrugged by the manager saying that the phone call may have been cut due to network which makes no sense because how else would I have a reference number for the call!!!!???? Another thing that was surprisingly odd today were the consultant's notes on the call- she wrote that the call was apparently about a call I made regarding a denied claim which makes absolutely no sense because there was NO CLAIM MADE AT THAT TIME. I are now waiting for the "manager" to confirm with the "team leader" about what exactly happened with the phone call. This issue is still unresolved!!! And I hope that any huge company which wants to create a better space for their employees and their wellbeing will THINK TWICE about going into business with Bonitas!!! They're extremely unprofessional. I just cannot imagine how bad this could've turned out if this was a life/death situation for my son in a hospital setting. I will never ever recommend this nonsensical Medical Aid to anyone. Worst Service Ever!!!!