Extreme Service Failures

Earlier today, I received a call from one of your collections agents informing me that I owe R480.00. This was surprising and confusing since I had never used or claimed anything from my medical aid since its inception. The agent explained that this charge was for a health check that I was sent for. However, I distinctly remember being told that this health check was free and that it was necessary to activate some benefits.

I requested to speak to a manager to clarify this matter and was transferred to Sibolelo. Despite our back and forth, Sibolelo remained respectful, even though he insisted that I was liable for the fee and I maintained that I was not. Unfortunately, our call was cut off (I don't think he hung up)

When I called back, I was connected to Nokwanda Mabaso, and my experience deteriorated significantly. Nokwanda was incredibly rude and disrespectful and I've never been berated by anyone the way I was by her. She consistently interrupted me when drawing her own conclusions and refused to let me explain my situation, instead, she deliberately spoke over me until it actually exasperated her. It felt as though she was deliberately trying to aggravate me, treating the conversation like a game. Her behavior was appalling and unacceptable, especially from a customer service representative.

I disputed the R480.00 out of principle and the fact that I was explicitly told that the check-up was free, However after my encounter with Nokwanda, I am left questioning the level of service and respect Discovery extends to its clients and If this is the treatment I received over a disputed charge, I dread to think how you handle situations where clients genuinely struggle to pay or have made claims.