Discovery error- Resulting in unjust charge

Dear Discovery Team,

I am writing to express my serious disappointment with the service I have received from Discovery.

On 30 December 2025, I was informed telephonically that due to a claims processing error on Discovery’s system, my ATB was reached earlier than expected. Despite this being Discovery’s fault, I am now expected to pay an amount exceeding R36,000. To date, I have not received any formal letter as promised or breakdown of this amount, which was also confirmed by your call centre agent when I called today that the letter is yet to be sent.

This situation is unacceptable and is causing anxiety and uncer*****y about my financial plans for 2026, especially as a parent with two special needs children . I am on the Executive Plan, already paying high premiums due to my children's health requirements and I do not have the financial means to absorb the cost of an error that originated from Discovery. Informing me during the New Year period further limited my ability to consider alternatives or respond appropriately.

I therefore request Discovery to consider:

- A full waiver of the amount, due to Discovery’s admitted error and ensure this problem does not recur in 2026. This will be a measure of showing accountability on your part.

This experience has significantly impacted my confidence in Discovery’s service and member care.

I expect this matter to be addressed urgently and fairly.