Discovery Health: Incorrect Payment Allocation and Unacceptable Customer Service

Subject: Urgent: Incorrect Billing, Poor Customer Service, and Unjustified Credit Impact

To: Discovery Health

Dear Discovery Health,

I am writing to lodge a formal complaint regarding the ongoing billing and service issues I have encountered, which have resulted in unnecessary stress and damage to my credit rating. I would like to bring the following matters to your attention:

1. Incorrect Billing and Payment Allocation I recently moved from Discovery Health to another medical aid. Before my move, I had an outstanding balance of R2,802 for savings used, which I paid in full as agreed. However, despite making this payment, I have been continuously contacted by your collections department, and my credit score has dropped by 7 points as a result of incorrect reporting to the credit bureaus.

I called your customer service department and spoke with Norma, who located my payment and provided me with the reference number ***. I was then directed to speak with Nahim from your Resolutions/Recovery department, who assured me that the allocation of my payment would be processed within 48 hours. However, this issue remains unresolved, and I am still receiving SMS notifications and calls with a new reference number ***, despite my payment being made and confirmed.

2. Unprofessional Service and Poor Communication On my recent call to your department, I spoke with a representative who refused to provide her name. When I requested her name for clarity and accountability, she abruptly ended the call by dropping the phone in my ear. This level of unprofessionalism and lack of respect is completely unacceptable and has only added to my frustration with this ongoing issue.

3. Incorrect Personal Details I have also noticed that your records contain incorrect personal details. My name is Mrs. YL de Beer, not Miss YL van Rooyen as listed in your records. This error has contributed to the confusion and delays in resolving the matter.

4. Impact on My Credit Score The incorrect billing and failure to update your records have resulted in my credit score being negatively impacted, which is causing me significant concern. This is not acceptable, and I request that the necessary steps be taken to immediately correct this.

Request for Resolution I request that you urgently address the following:

Correct the billing allocation in your system to reflect that I have made full payment. Immediately update the credit bureaus to reflect this correction and reverse the negative impact on my credit score. Provide me with an official written confirmation that the issue has been resolved, including an apology for the poor service and the incorrect information on my account. Ensure that your customer service protocols are reviewed to prevent such unprofessional behavior in the future. If this issue is not resolved promptly and satisfactorily, I will be forced to escalate my complaint to the relevant regulatory bodies, including the Council for Medical Schemes (CMS) and the Financial Ombudsman.

I would appreciate a prompt response to confirm the receipt of this complaint and a clear timeline for when I can expect this issue to be resolved.

Sincerely, Mrs. YL de Beer ***Membership Nr: 801 685 520 ***