Consultant's favourite line is 2-3 working days for a query that has been going for the past 20 working days!!!!!!!!!!!!!!!!!!!!!!!!!!!! Absolutely ridiculous!!!!

How many times must I call to get assistance on meds that I paid for cash...which you claim are covered under your basket of care for COVID-19...its frustrating ... constant calls from my side since with constant promises from your consultants to call me back, I spoke to Asanda - end June sometime Thebe - 3 working days later Chwayita(07 July 2 hour call}, Thasvir (14 July, he was the only consultant that returned my call).

Your back office gives feedback on claims submitted, but they never call me to give me the feedback.... I spoke to Thasvir who finally assisted and called me back saying I needed to get ICD10 codes to be amended for Covid purposes...I did that...

I emailed the documents on Thursday last week to a *** (***)

Your automated response states 2-3 working days...

I called in today, about 30 minutes ago and spoke to aconsultant, named Thabile. After me explaining my frustration to her. I tell her I emailed this document....to the above email address...she tells me it takes 3-5 working days to get worked on...

Yet i have proof on your automated response that it takes 2-3 working days....its not probably day 20 of my working days, since i initially logged these claims...

I am tired of hearing from your consultants the words "2-3 working days" ... it seems like they all love saying this line...and never ever try to escalate things...

So i did not accept Thabile's response of 3-5 working days. and I requested to speak to a manager. Thabile kept me on hold for a full 20 minutes WITHOUT coming back to me at any given time to tell me that she is waiting for her manager....However what she did do was after every few minutes, take the call of hold and put it back on hold immediately ...just so that her team leader doesnt see that she is keeping a call on hold for such a long time(I am an ex-employee of Discovery, and I was a 2nd in charge so I know exactly what she was doing, I am fully aware that you are not supposed to keep a client on hold for more than 2-3 minutes, you are supposed to go back to the client, to advise them you are still waiting for the team leader/or that you still busy...you are NOT supposed to just keep the client on hold, without informing them. And she did not inform me in that 20 mins. UNACCEPTABLE customer call centre etiquette).

I spoke to Thando whom I assumed is her supervisor. But was in actual fact her fellow colleague who is a product specialist. I dont have a problem with that

....however Thando gave me the same response, 2-3 working days....I asked for a supervisor for this to be escalated...and resolved earlier than 2-3 working days....not for me to get the same response... She gave me 2 reference numbers, regarding 2 medications, I submitted claims for and then the call was ended. (*** 697 065 & ***)

Since my first call in the end of June, I have had nothing but empty promises of call backs. I had to explain every single call every single time...how frustrating is that? so i spend 15 mins just explaining myself.

I have called 5 times and probably spent a total of 6 hours on all those calls ...trying to get a total of R340 refund from you guys.... LIKE REALLY!!!! does this make sense to you...i think i spent more to call in terms of my minutes that I used than this refund amount....

I have waiting 20 working days for this to get resolved.

I am NOT waiting another 2-3 working days... I require this to be resolved ASAP.