Main member died on the 27th April but my (Granddaughter) account has been debited for her premium on the 25th May 2017

<p>My grandmother died on the 27th April 2017. I called Discovery to inform them of this and to find out what documents I woud need to submit in order for this to be recorded.</p> <p> </p> <p>I was informed that a copy of the death certificate and the deceased's ID need to be sent through. On the 21st of May I sent the documentation through to Discovery. On the 23rd May I recieved the below email response:</p> <p> </p> <p>Member number: ********** 81</p> <p>Reference number: ********** 485</p> <p>Dear Dineo</p> <p>Thank you for contacting us. </p> <p>Death certificate received</p> <p>I can confirm that we have received the death certificate.</p> <p>I am unable to provide you with membership specific information due to the fact that Mrs N Ndhlovu has passed away.</p> <p>Kindly note that should you require further assistance with regards to the membership. The late estate, we will need the following documents:</p> <p>Copy of the Death certificate (received)<br />Letters of Executorship<br />Copy of Identity document of appointed Executor<br />Power of Attorney signed by the nominated Executor<br />The documents can be send to ********** and allow a turnaround time of 2-3 working days.</p> <p>I apologise for any inconvenience caused.</p> <p>If you have any more questions, please call us on ***, email ********** or visit www.discovery.co.za</p> <p>Regards<br /> Thrivini Naicker <br /> Discovery Health (Pty) Ltd <br /> On behalf of Discovery Health Medical Scheme</p> <p><br />Membership Number: ********** 81</p> <p> </p> <p>I have since tried to log on to my grandmother's online discovery account but found that this had been deactivated.</p> <p> </p> <p>To my surprise my account was debited of the monthly premium this month. I contacted Discovery to find out why this had been done and all I was told is that they cannot provide me with any information until I submit the documents stated in the email.</p> <p> </p> <p>My question is: why was I not told when I first made the call to Discovery to inform them of the death that the monthly premium would still be debited from my account and that once a main member is deceased no information will be released until the documents in the email have been recieved.</p> <p> </p> <p>Surely with me having had third party consent to her membership Discovery could have informed me of this? this is not releasing any of the member information but giving general information on what is to happen.</p> <p> </p> <p>I am disgusted at the service of Discovery. I was not correctly informed when I made the first call to enquire on the process to follow. Never did I think that with my poor grandmother resting in her final place I would have to fight with Discovery regarding such petty things especially when they could deactivate her online account but not the premium debit order.</p> <p> </p> <p>Poor, Poor, Poor service from Discovery, had I known that this would happen I would've never signed my grandmother up with them.</p> <p> </p> <p>Discovery you need to educate your consultants, it's ridiculous that I'm told that the consultant who provided me with the information of what documents to submit does not know of the process to follow once a member has died/ once the documents have been submitted.</p> <p> </p> <p>I want a refund of money immediately. If i do not get a response regarding this I will take legal action against Discovery for debiting my account for a deceased member and for not correctly providing me with information.</p> <p> </p>