Worst service I have ever experienced in my life

It should first be noted that I am on the Discovery Primary Care Medical Plan. I went to Dischem - Gateway Theatre of Shopping (after leaving work early) on Tuesday (17/11/2020) afternoon around 4:00pm due to the fact that I was experiencing pain due to suspected arthritis. I was under the impression that due to the fact that I was on the Primary Care Medical Plan, that it was procedure to go to Dischem in order to get a referral to my GP (who is aware of my medical condition and who is on the Discovery network of Doctors).

I arrived at Dischem and was greeted by Sister Nabbi, who I thought was very pleasant and who explained to me that because I was on "Primary Care", that in order to get said referral, I would have to have a consult with with Dischem's virtual doctor who will be able to provide me with a referral to my GP.

She (Sister Nabbi) also explained that there will be costs (around about R300.00 in total), which, if Discovery did not cover, would be to my account and which would need to be paid immediately. Because I had no money with me, I left, irritated, because the main reason for my having a medical plan is to cover such situations were I had no money.

The next morning I called Discovery and to my surprise (and delight) was assured (by Onke) that the above mentioned costs WILL be covered by my medical plan. With feelings of frustration somewhat dissipated, I made my way back to Dischem.

I was again met by a smiling Sister Nabbi and I started to explain that I had called Discovery and was told to go back to Dischem. Thats when my ordeal began: Sister Nabbi and I were joined by another nurse (I gathered at the end of my consult that her name is Natasha Gopal), who, even before introducing hersef started ranting about "we keep telling you'll that it won't be covered and you'll still keep coming here". (This was my first time at Dischem for this kind of service - Okay, technically it was my second time there as I had been there the previous day - I have to mention that because when I tried to explain to the second nurse that it was my first time there - she abruptly spewed to my face that it was my second time there).

Nevertheless I explained to her that I had a reference number for my conversation with Discovery as well as a number which she could call for verification. "That's not my job" was blurted out to me and I could see her becoming angry as she reached for the phone to make the call to Discovery. She kept on murmuring inaudibly but the expression on her face clearly showed that she was annoyed that she had to deal with me as a patient.

Anyway, we got to speak to John from Discovery who was trying to look into the situation and whilst he was doing that, for some reason the called died. When I asked if we could call back, I was told yet again, 'Thats not my job. You need to take that up with your company. All of you need to get together and speak to your management because you'll are making things very difficult for us."

And then it dawned on me. The company that I work for is based not far from that branch of Dischem, and my company had moved a lot of staff to "Primary Care" due to cut backs as a result of Covid-19. The workload at that branch (Dischem) had obviously increased quite considerably. And clearly Natasha Gopal was not happy about this and was venting her frustration on me. I was quite taken aback when after asking if she could call Discovery again, because John was explaining that the costs will be covered, she said to me, "That is not our problem. That is between you and Discovery and you need to sort it our yourself."

I then left the store, explaining that I will call from my cellphone and will be back. And as luck will have it, my phone battery died. I went back to the store and explained that the battery died and was told that thats my problem. I pleaded with her to help me and was told, "Do you know how long you have been here and do you know that we charge a consultation of R45.00 for 15 minutes. Who is going to pay for that?" I was shocked!

After asking for help a few more times she eventually made the call. This time Kabelo from Discovery answered and explained to Natasha that they (Discovery) will cover the costs. Despite Kabelo's assurance, she still kept on questioning him about "What happens if you'll (Discovery) dont pay because it has happened in the past.

Anyway I was eventually treated, had a consult with the doctor and medication prescribed. And lo and behold, the costs were covered.

Dischem, you really need to train your staff. I can understand if processes were new and staff were still adapting. But come on, Natasha needs to go on a customer service course of some kind as she is dealing with people face to face.

Is this a reflection of the type of service one has to expect from Dischem? Consider, I was in pain and thats the reason I went through to your store. Instead of relieving of what I was going through, Dischem exacerbated the situation.

And who compensates me for the time wasted? I left the store without even an apology from Natasha. The crazy part of this whole situation is that she still thinks that she's done nothing wrong.

I would in the very least like a written apology from Natasha.