Incorrect upgrade of health plan

<p>Hi</p> <p>I was on the Classic Delta Core plan in 2015 and on 23/10/2015 I asked my employer to upgrade me to the Delta Comprehensive plan for 2016.</p> <p>On 5/11/2016 Discovery received the instruction from my employer to upgrade me for 2016.</p> <p>On 11/11/2016 I had an email conversation with Hannes Basson at Discovery. I realised that this plan was too expensive for me and I asked Hannes to keep me on my current Delta Core plan for 2016.</p> <p>Hannes send me the following email:</p> <p>Thank you for contacting us.</p> <p>Dear Mr X</p> <p> </p> <p> Confirmation of chosen health plan</p> <p> </p> <p> Thank you for your email.</p> <p> </p> <p> You do not have to take any further action to remain on your current plan type (Classic Delta Core plan) for 2016. The membership will continue automatically.</p> <p>I resigned my previous employer on 30/4/2016. They advised me that they will still pay my premium until end of May 2016. When I approached Discovery, I was advised that I had been upgraded to more expensive Delta Comprehensive plan and that I have been paying the extra +-R2500</p> <p>since January 2016.</p> <p>That is +-R12 500 on top of the Core plan that I thought I was on.</p> <p>The Discovery consultant advised me that my dentist had put through a R200 claim and also the x-ray department at Unitas for R700.</p> <p>I asked the consultant to reverse the R12 500 minus the 2 claims.</p> <p>The consultant advised me that I was not authorised to deal directly with Discovery and that it cannot be reversed.</p> <p>I received the above email from Discovery advising me that I will stay on my 2015 plan after 11/11/2015 and that I do not have to take any further action.</p> <p>After telling the Discovery consultant this, he advised that their system doesn't cater for back dated payments. I am a software developer and users blaming the system for their incompetence is nothing new to me.</p> <p>I then asked the consultant to give me credit for the money owed to me. Not surprisingly, they did not agree to this.</p> <p>He advised that I can get R4000 back from my savings account after 4 months have passed.</p> <p> </p> <p>My communication with Discovery:</p> <p>On 6/5/2016, I realised that something was wrong. Emailed Health Info</p> <p>On 9/5/2016 I mailed Discovery requesting feedback.</p> <p>On 10/5/2016 I mailed Discovery requesting feedback.</p> <p>On 11/5/2016 Discovery phoned me and asked me a copy of the email correspondence we had in November 2015. I forwarded it to them.</p> <p>On 12/5/2016 Discovery phoned me and asked me a copy of the email correspondence we had in November 2015. I forwarded it to them again.</p> <p>The Discovery consultant was very helpful and advised that I must give her 3 days and she will get back to me.</p> <p>Over the next couple of days, various consultants phoned me and I advised them that a consultant will get back to me.</p> <p>On 23/5/2016, I realised that nobody was going to come back to me.</p> <p>I send Discovery an email on the same day.</p> <p>On 24/5/2016 the consultant phoned me and we had the above conversation.</p> <p>Compared to the other consultants that I spoke to, this consultant was actually helpful in making it clear to me where I stand, although I do not agree with it.</p> <p>I got the idea that once I explained my problem to various consultants that phoned me, they did not want to get involved and usually advised that they will get back to me.</p> <p>It doesn't look like Discovery make notes of the telephonic conversations because every time I had to explain everything from the beginning. It is so frustrating.</p> <p>I have been with Discovery for many years now and always had a good relationship with them until this issue came up</p>