1 reviews | Active since Jul 2016
Lack of customer service or care - Appalling from a company this size
<p>On Tuesday (12/07/16) I received 4 missed calls and 4 sms’s (each with a different amount, no less) from a company SSDA, representing Discovery Health. The number I am told to call does not exist and when I eventually got through, they informed me that today an overdue account was handed over to them. (reference ********** )</p> <p> </p> <p>I then called Discovery and spoke to a very patient Haroun, as at this point my blood was boiling. I was with Discovery, left and just recently rejoined. I was informed that there is an amount of R1,971.82 owing to Discovery, for claw back fee's. </p> <p>I have received no notification, in writing, etc, regarding this matter prior to today. They refer to physical post that was sent to me, I have never received any post from them. I referred to the fact that, it took me until December (I joined in October) to get my cards, as they kept posting it, and it never arrived. They eventually couriered the said cards to my work address. </p> <p>I explained to this gentleman that I am now a member again, and although I carry no knowledge regarding this amount, I would not mind if it is deducted from my current savings, just to get this matter settled. He called someone in your company and then informed me, that this is not possible.</p> <p> </p> <p>Firstly, how come was not I not informed about this – you have my number, address and e-mail????</p> <p>Secondly, this SSDA is unprofessional and harassing clients with calls (I am on the road and cannot answer my phone, as I drive between Vredendal and Cape Town). Their numbers do not work, and they cannot give me any information.</p> <p>Thirdly, When I rejoined, why was I not informed about this matter, I would have rather then joined Imperial Med again.</p> <p>Fourthly, I was told letters were sent, to date I have received nothing. If you check my previous history, you will see my cards had to be delivered to my work, as they never arrived at my home address. And suprise, suprise, since I have rejoined in June, still no cards. </p> <p> </p> <p>I am not happy at all, I regard this matter as extremely aggravating and tedious. Where is your customer service???</p> <p> </p> <p>I would like to sort this matter, without having to resort to the Ombudsman, but if I do not get a satisfactory solution, I will be forced to escalate the matter. I am not happy with being handed over by a company I opt to support with monthly payments.</p> <p> </p> <p>After sending the above mail to Discovery on Tuesday, with no response from them. Today (Friday 15/07/2016), once again SSDA phones my place of employment!!! I call Discovery, to be told that they do not have a legal department and if I want to approach the Ombudsman, I must.</p> <p> </p> <p>REALLY????? Discovery is so big, it does not care?</p> <p> </p> <p> </p>
Hi lezeritte-denine-smith
Your concerns are important to us and we will be in touch soon with an answer to your comments.
Regards
Discovery Health Servicing Team
Hi lezeritte-denine-smith
Your concerns are important to us and we will be in touch soon with an answer to your comments.
Regards
Discovery Health Servicing Team
Hi lezeritte-denine-smith
Thank you for speaking to us regaridng the outstanding amount owed to Discovery Health Medical Scheme (DHMS).
As you are have been made aware, the Medical Savigs Account (MSA) is a fixed amount that DHMS gives you at the beginning of the year for day-to-day medical expenses. You pay this amount back to us in 12 equal monthly instalments but, if necessary, you are free to use the whole amount at the beginning of the year to pay for valid medical expenses. The 12 instalments form part of your monthly contribution.
If you leave the DHMS part-way through the year or move to a plan with a lesser MSA contribution, we calculate how much of the MSA you have used and how much you have contributed to it. If you have used more from the account than what you have paid into the account, then you will need to pay the difference to us. As a result, when you previous policy was withdrawn, there was an amount owed to the Scheme. The attempts to notify you of the amount due through our Member Debt Team were unsuccesful and the debt was then handed over to a collection agency.
An email has been sent to you with further information on your query and the options available to you.
Regards
Discovery Health Servicing Team
Hi lezeritte-denine-smith
Thank you for speaking to us regaridng the outstanding amount owed to Discovery Health Medical Scheme (DHMS).
As you are have been made aware, the Medical Savigs Account (MSA) is a fixed amount that DHMS gives you at the beginning of the year for day-to-day medical expenses. You pay this amount back to us in 12 equal monthly instalments but, if necessary, you are free to use the whole amount at the beginning of the year to pay for valid medical expenses. The 12 instalments form part of your monthly contribution.
If you leave the DHMS part-way through the year or move to a plan with a lesser MSA contribution, we calculate how much of the MSA you have used and how much you have contributed to it. If you have used more from the account than what you have paid into the account, then you will need to pay the difference to us. As a result, when you previous policy was withdrawn, there was an amount owed to the Scheme. The attempts to notify you of the amount due through our Member Debt Team were unsuccesful and the debt was then handed over to a collection agency.
An email has been sent to you with further information on your query and the options available to you.
Regards
Discovery Health Servicing Team