Its a human error

Good day I am utterly disappointed, devastated and dissatisfied regarding Discovery Health. Late September 2019, I contacted Discovery to change my health plan. I was advised that in order to change my health plan there would be penalties as I had depleted savings on my current Classic saver plan. A Discovery financial advisor confirmed telephonically and on email that the penalty amount would be R2718.00, which I honoured and paid on 30 September 2019.

On the 20th of March, I received a call from the attorneys regarding an outstanding amount of around R1600. This came as a shock to me, since when I cancelled Discovery in November 2019, I was not told of any outstanding amounts on my account. I immediately contacted Discovery on the same day and was told Discovery would investigate and give me feedback after two working days, which never happened.

On the 29th of April, I received contact from the attorneys again about the same issue. I advised them that I was still waiting for a response from Discovery. I then contacted Discovery and spoke to Phelokazi who gave me the reference number *** and advised that she would need to speak to her manager and revert. As expected, with disappointment, nobody contacted me from Discovery. On the 15th of May, the attorneys contacted me again and I gave them the Discovery reference number. I contacted Discovery Health for the umpteenth time and was put on hold for 50minutes, to be told that "unfortunately, I will be liable to pay that outstanding amount as it was human error from the Discovery financial advisor".

I was very angry because I do not understand why I should pay for an error caused by Discovery Health financial advisor. On Monday, the 18th I spoke to a manager from Discovery and she insisted that "I am liable for this payment because its a human error and these things happen but she would speak to her manager to see if there was anything Discovery would do to try and resolve this matter". Yesterday, she came back to say there is nothing Discovery can help with, I will have to pay. She further said, should I wish to take this further, I am welcome to do so, she will sms the complaints email address which up to now, time 14h52, I have not received.

I am really frustrated and disappointed that a big organization like Discovery Health, would treats their loyal client of more than 6 years, in this manner. Their level of arrogant is utterly shocking. Please can someone help, my contact email address is ***/ ***.