Formal Complaint Regarding Account Mismanagement and Incorrect Billing

To whom it may concern, I am writing to formally raise a serious concern regarding the ongoing issues I have experienced with your organisation over the past three years. The situation has become increasingly unreasonable and unprofessional, and I believe it requires urgent attention. After repeated problems with my previous account number — including incorrect payment allocations and ongoing administrative errors — I specifically requested a new number to prevent further complications. The previous account was closed, and the outstanding matters were confirmed as resolved, including the amount owed to me due to the incorrect closure of my medical aid while I was still paying for it. Despite being the paying member, I was still required to settle a clawback, even during periods when I was restricted from using my medical aid. Months after closing the old account and being issued a new one, I have now been informed that the previously closed account has been reopened without my knowledge or consent. I am being asked to pay thousands of rands towards an account that was officially closed and signed off as settled. This is entirely unacceptable. For years, I have had to dispute issues such as payments not being correctly allocated and debit orders where your system attempted to deduct excessive amounts, claiming I was behind — despite proof of consistent payment. I have maintained the new account for months, yet I am still being penalised for requesting it. To make matters worse, I was recently informed that I was “not a member long enough” to qualify for a medical procedure, despite having been with your medical aid for many years. This entire situation is unjust, unreasonable, and deeply concerning. I would like to know how such ongoing administrative failures, incorrect account handling, and financial inaccuracies can be considered fair, and why I am continually being expected to pay for errors made on your side. I request an urgent investigation and written clarification, as well as immediate correction of the errors on both accounts. I expect a prompt and accurate resolution.