Incorrect Termination of Medical Aid

I am writing to express my extreme frustration and disappointment regarding the handling of my mother's medical aid membership. My mother, Jenny Singh, has been a member of Discovery for several years without any issues until December last year, when her membership was incorrectly canceled.

The circumstances surrounding this cancellation are as follows: My mother, who lived on her own, moved in with us in December. She informed us that her debit order did not go through, and upon contacting Discovery, we were informed that R3000 was owed. We followed the instructions given to us and used the membership number as a reference when making the payment.

Unfortunately, my mother lost her phone and did not have access to her banking app, and when I took her to the dentist last week, we were shocked to learn that her membership had been terminated. Despite our best efforts, the agents we spoke to were unhelpful, and the overall service was pathetic.

I reached out to Discovery on Facebook, where I was informed that the membership was canceled in December due to a payment issue. I promptly sent proof of payment as requested. However, I am now being asked for additional information, including proof of income, which was never required in the years my mother has been a member.

I must emphasize that my mother only collects a SASSA grant and cannot easily get to the bank. Additionally, I am currently away from home for work, making it challenging to resolve this matter promptly. It is unacceptable for Discovery to terminate a membership after receiving payment and proof, and then expect us to jump through hoops to correct a mistake that was not ours.

We have always been loyal members of Discovery, and it is disheartening to be treated in such a negligent manner.

I look forward to your immediate attention to this matter and a swift resolution.