Bad "professional" Service.

I had to claim a fairly large amount to be paid out to myself from my medical savings. The problem is, I had to pay the healthcare provider upfront and borrowed the money from someone.

On Friday the 18th I sent in the claim. On the Monday morning, I realized that I have not updated my banking details on the website for a very long time. I checked the system and quickly made the change to my current bank account. Yes, changing the bank details was my responsibility, but life happens.

Here is the problem. I directly contacted support via their contact number and asked them to verify that when the funds are paid out if it will go to my newly added account. The lady then specifically said, the funds have not been paid as yet and it WILL be paid to my newly added account once it will be paid on the 22nd. I felt confident that this was the case as she verified it and made me feel at ease. If she was unsure, I would have had her intervene with their finance department to ensure that they capture the new details, but she professionally made me feel that I have nothing to worry about.

On Friday the 25, still no funds and contacted support again via whatsapp to get some form of proof that the funds were indeed paid to the account in question. Again, the person confirmed that it was paid to my new account, and I quote:

"We released the payment into the FNB account ending in **** on 21/07/2025. The payment should be reflecting in that account right now."

I felt I would just wait it out as two people confirmed the account details.

On Monday, the 28th I contacted support again. I was told by the first cosultant, and again I quote:

"The payment was made to your bank account on 22.07.2025. I can only confirm the last four digits of your bank account number which are ****. The payment reference number is DISC MEMB -*******."

I then contacted FNB, who confirmed no funds received and requested I supply a bank statement to Discovery, which I did and again returned to support.

The consultant I spoke to then AGAIN, confirmed:

"An amount of R*,***.** was released from Discovery on the 22/07/2025. The payment was made into the bank account below:

Bank Name: First National Bank Account number ending: ********* Branch code: **** Account type: Cheque You are the account holder."

I was not convinced because and I requested that she escalate it. At this point I was sent an email from Discovery's finance department that the funds were in fact paid to the old ABSA account on Monday the 21st already.

The problem here is, that bank account is very old and it went dormant a long time ago. The bank absorbed the funds due to it not being a fully closed account.

Now I sit with a situation where I need to find the money to pay back the person I owe the money, I have no medical savings left and I will be less a lot of money because I need to repay the person.

All of this could have been avoided if I was not confidently told over and over that I should not worry and that the money would be paid to my new account.

I was at fault for not updating my account details, but I wanted to rectify the situation as soon as possible as I knew I still had some time to do so. All that the consultants could have done was to do more, contact finance and verify instead of looking at profile data and assuming. This has been one horrible experience, and I will definitely be on my way of moving elsewhere.