Borderline ********

My mom submitted a claim that she paid for. Discovery hasn't paid the R860 back into her account. So I queried them why. With shock, we found out that there is an amount outstanding on her account of, R5400. This amount was from a claim that she had with Medop an Electric wheelchair provider. We paid, R12000 extra to cover the Payment gap. Long story short, she wasn't happy with the wheelchair so medop reversed the transaction, and never paid my Moms R12000 cash back, because she got another chair from them. So Discovery paid them again. And that was that. No one from discovery has contacted my mother, to tell her that there was an amount outstanding. She is a quadriplegic, so she never goes onto their app. She can't. So, can someone please tell me, why no one from Discovery health contacted my mother regarding the outstanding amount? And can DH please explain to me. How can Discovery expect my mother to Pay the Medical Practitioner R860, and Discovery without her consent Pay R860 out of her Day to day to pay the outstanding amount. So my mother Paid Double, essentially. They need to sort this out TODAY. The outstanding amount is the result of medop not claiming the correct amount. And has nothing to do with my mother. We paid, R12000 to cover the self payment gap. That was what we needed to pay and was invoiced for. I think it's borderline ******** what DH is doing to my mother, and the fact that there is no client service delivery for a Paid service is unacceptable. This will be sorted out today. Discovery will sort this out with meddop, and pay the R860 to my moms account, No later than today