Akhona the worst discovery health representative EVER!!!!

Yesterday (25/01/2023) I called the discover medical aid call centre at about 15:20 (if I am not mistaken). I got through to a lady by the name of Akhona and when I say she took me from 0 to 100, I am not kidding at all.

Firstly where you do hire such unprofessional and clueless people to be handling customer queries????

I was calling asking what my monthly contribution for each member on the medical is and also how much I have contributed in premiums for son since I added him on the medical aid. I have requested such information before and a lady by the name of Kholeka ***ana was able to have it sent to without any worries. It is very unfortunate I didn’t get through this time and instead I got through to Akhona who kept telling me there is a block on my medical aid and I must go to my HR and I tried explaining that I’m not trying to change anything and I have been given this information before and I just recall her asking me is there anything else I can help you with? At this point in time I was stunned and in disbelief and I said but you have not even assisted me now!!!

I then requested to speak to someone senior which is a manager and she told me that she would have to dial some line and I would have to wait in the que. I wanted for over 10 minutes (can’t recall exact duration) and the clueless lady comes back and says “I misunderstood the block and it says you cannot make any financial changes but anything else I can help you with” this is when I lost it as I HAVE BEEN SAYING THIS WHOLE TIME that she can help me and I have done this before but she wouldn’t listen.

Then she gave me my full medical premium which I said I don’t need that and I know what the full premium is and she spoke over and continued without acknowledging me then gave me the premium break down for each member and when I asked for the contribution for my son she couldn’t help me again. Then I asked to speak to a manager for the 2nd time and she said I must wait in the que AGAIN!!!! At this point I was like is discovery playing some prank on me or am I dreaming.

The call ended in her sending me my medical aid certificate which is useless as I did not request for that and I ended up not speaking to a manager as she was *********** to the point that she couldn’t allow me to speak to a a manger. The information I needed I was not given and I just told her to do whatever she wanted as she has been doing so from the beginning of the call. So I spent about 40 mins on the phone and didn’t even get assistance and half the time I was placed on hold.

You know what’s sad is that I love discovery and I am very loyal to the brand. I even recommend it to people and I have been on discovery medical aid since 2016 even if it was via my employer, I could still change and opt for another medical aid company but I haven’t. So speaking to a discovery representative like Akhona was not a good experience at all and I do not know discovery to be so unprofessional and lack no knowledge at all.

I fail to believe that a company as big as discovery is not able to provide the information that I was looking for.

Disappointment is an understatement at this point!