Disappointed with the lack of customer service

I am writing to express my deep concern and frustration regarding a critical issue with my health insurance claim.

On October 25, 2023, I contacted your customer service via WhatsApp to report that a claim payout was sent to a closed account, which was updated on the app prior to me reaching out. updated my banking details on your app and was assured by Siphokazi that the payment would be processed within two working days.

Regrettably, despite the assurances, no payment was received. Distressed by the delay, I reached out again on November 8, 2023, only to be informed that my payment was rejected due to the closed account by Mnotho. Without delay, I submitted all necessary information, including proof of my new account and my identification, on November 13, 2023.

To my dismay, I have not received any progress in resolving this matter. This delay is not only causing severe inconvenience and financial strain but also raising serious concerns about the potential consequences under more dire circumstances. In the event of a medical emergency or other urgent health needs, I am left in a vulnerable position due to the unresolved payment issue.

Lindo Dlamini contacted me on 23/11/23 and advised that the bank rejected my payment due to the closure of my bank account, with his correspondence stating that the payment was made on the 25th of October and rejected on the 28th of October.

The consultant did no validations to ensure that he was speaking to the correct individual and if he had given me time to explain my predicament or looked into the details of my complaint, it would of been noted that the proof of bank account was updated on 13/11/23, with the payment rejection letter dated 28/10/23. Absolutley shocking service, vindicating my decision to withhold moving to Discovery Bank.

I have archived all relevant conversations and it seems that a request to re-initiate payment of claim, after comply with Discovery's requests, is a bridge too far.

I urgently request your attention to this matter, leading to the swift resolution of the issue. The continued delay in processing the funds to my correct account is frustrating as my contribution towards your fund is never late.

I trust that your commitment to customer satisfaction will be evident in the resolution of this matter.