Debit Overcharge - No Communication

I had a shortfall on my medical aid and was able to pay it before my debit date for my next debit. I sent the proof of payment to Jean Lockwood who then forwarded to administration without acknowledgment or communicating any possible related consequences if any.

Then this morning an amount of R5328 was attempted by Discovery for my Medical Aid instead of the standard R 4764.

I did not budget for that amount and it bounced off and consequently left me with a charge of R115 on my account which is a penalty. I then called Discovery this and spoke to Slindile, who said that once I had sent the proof of payment I should have either 1. Been notified of the possibility of an overcharge or 2. The person handling my case should have called the necessary parties to double check if this would be the case.

When I sent Jean Lockwood an email this morning , this is the reply I got:

Jean Lockwood via carrierzone.com

Good Morning

As per Discovery the payment of R 600 was done after their bill cut off for the March debit orders , therefore by the time you made the payment and the funds receipted the debit orders had already been sent to the banks for them to action on 01/03/2022.

Regards Jean

Basic Custermer care would have been to sympathise with the inconvenience caused and simply acknowledge that this should have been communictaed with me prior. I have gone through the Body Rules of the Scheme and the notice I received when my membership was suspended. There is no place where this is communicated to me.

I want to formally lodge a complaint in this regard as this inconvenience has created a shortfall on my side.

I timeously send the outstanding amount prior to my agreed debit date and was not told that a debit would already come out that included the shortfall.

My medical benefits would not have been reinstated if the shortfall was outstanding, so how does my account get reinstated and still I am overcharged? This should have been rightly updated concurrently with the reinstating of my benefits.

I need a refund of my penalty, and the correct amount that should come out should be processed immediately.

There is no single communication I have that states that there is a cut off date for debits on your side. I was never made aware of the internal process and a lack of such communication has me inconvenienced. My debit date is the 1st of the month and not the 25th.

Had I known I would not have tried to remedy my shortfall, instead I would have allowed your internal process of including the shortfall on the next debit payment to take place.