Medical savings payout issue not resolved

I was retrenched from my job last year (30 September 2020), as a result I had to cancel my medical aid with Discovery Health. I had some savings (R5k +) in my 'account' which was due to be paid out to me after 4 months.

After 5.5 months, I hadn't received anything. On 18 March 2021 I contacted the broker company (Medical aid) who was contracted to my previous employer, seeking assistance. They continued to query my request with Discovery only to find that the money had been paid out on 16 February 2021 (without my knowledge, no confirmation email, call, etc.). I rep****, saying that I hadn't received anything. I was then advised to contact Discovery directly.

Upon calling Discovery, I found that they had made payment to a Standard Bank account; but I bank totally with FNB (8 years+). I was advised by the consultant to wait for the transaction to 'bounce' and also to go through the process of updating my banking details on their system. I did wait and also updated my details successfully.

On 6 May 2021, after an 'unfruitful' wait I contacted Discovery again. in a nutshell, I was told that they can't really help me. From my own initiative, I then requested a letter (proof of payment from Discovery), so that I could take it to the bank to enquire. They were very good in supplying me with the letter.

I managed to make it to the bank on Monday 17 May 2021. The consultant at the bank was unable to assist me as the letter only displays the last 4 digits bank account number and under the account history of my name, there were no matching digits.

On Tuesday 18 May 2021, I called Discovery back. 1st consultant cut me off, 2nd consultant cut me off, 3rd consultant put me on hold for over 20 minutes... I had to cut the call. I felt helpless... Nevertheless, I decided to call the broker company mentioned earlier. They managed to find the details of the 'old account', thereafter I went back to Standard Bank...

When I gave the account details to the consultant, she discovered that the money had been paid into a 'student loan' account. She then proceeded to call the bank's recovery section who told her that there was nothing that they could do assist me and that the only way is for the depositor (Discovery) to log a recall with them.

Since I was getting no help from Discovery, I called the broker company again with the latest update and they were happy to contact Discovery on my behalf to request them to do a recall of the funds with Standard Bank.

I received a call back from the broker company on Thursday 20 May 2021, and was told that Discovery said that they tried but cannot do the recall because (according to Standard Bank) there is a 3 month limit to doing any recoveries on any transactions... I'd like to highlight that they only 'agreed' to attempt the recover now (after the cutoff) but I had been in communication with Discovery from March (2 months before the cutoff).

After that call I then called Discovery. I got through to Noku, and asked to be transferred to someone who can help... Once again, I was cut off. I called back asking to be reconnected with Noku..."Noku who?", the consultant asked me. I did not know. I had to start from scratch again. This time I was speaking to Thando Ntlangwini, who said that I will receive a call back by close of business on 20 May 2021. I received no such call.

I'm really saddened by the poor service received from Discovery Health (SA).