PATHETIC SERVICE FROM DISCOVERY HEALTH

On the 13 June 2018 I had surgery which was booked in advance and authorized by Discovery. One of the doctors fees was to be paid into my account,then i would have to transfer to him. The money was supposedly 'paid' to me on the 16/06/2018,this information i am receiving from the doctors offices,but i have not received the said amount.After healing and getting back to work i then contact discovery on the 30/07/2017,call reference number: ********** 743 spoke to Portia,who then advises me that since i did not update my details online,a cheque has been issued,but then i can go online and update the banking details,they will then cancel the cheque and request an EFT. I did as told,and then called them back on the very same day to advice that the banking details have been updated,call reference number : ********** 174 spoke to Lindokuhle,who confirmed all is order and that payment should be done in 2/3 working days. By the 02/08/2018 I have not received any payment,so I call back,spoke to Nomahlubi reference number: ********** 36 who then advises me that the cheque cancellation request has not been done,fair enough I give them a benefit of the doubt because when i spoke to Lindokuhle I could hear that she was sick,so its only fair that an error could have occurred.This clearly indicates that I am not an unreasonable person,Nomahlubi then assures me that she has requested the cancellation,even gives me a reference number ********** 777 this is the cancellation reference number,again confirms that the payment should be done in 2/3 working days.Note that on the side I keep going back to the doctor to give him a 'said' date of payment,the dates i give the doctor are constantly changing,which make me look like I am being dishonest. By the 07/08/2018,no payment has been received,I call back,call reference number: ********** 181 spoke to Munira,who then drops a bomb shell on me,that no payment has been processed as they need to wait for a cheque number before they can request an EFT,what a suprise,why was i not told of this from the day I started contacting the medical aid?By this time I am angry,dissapointed and yes i did use foul language when I spoke to her, understably so(still does not make it right).She is very arrogant and unhelpful I then asked to speak to a team leader,Munira puts me on hold for quite a long time,sign of disrespect and bad customer service.Eventually the team leader comes on to the line,just as arrogant and unhelpful as her co-worker,reference ********** 507 Warissa,who basically gives me the same story,nothing she says really changes the situation.Eventually I agree to wait for that '6weeks'for the check to be cancelled.Note the cheque was issued to me and posted on the 16/06/2018,so 6 weeks from that date should be the 13/08/2018 and from that day on taking into consideration the 2/3 days turn around time I should receive payment by the 17/08/2018,that is a reasonable assumption. Note that during this time no cheque has come through to me,if they were using the post office,i know their service is just as pathetic as discovery but the cheque would have reached me by now,well it has not. I did indicate to Warrissa that I feel Discovery insults my intelligence as well as take my time for granted,if a cheque is issued and not cashed out,the finance team should be able to pick it up,when a cheque is issued the cheque number is in the book,that should be easy to retrieve and process the cancellation,having explained the logic in this I still gave them that lieu way of their "processes" and waited that 6 weeks,but to no avail. I still have not received payment,i then lodged a complain on their website,I received a call after lodging the complain on their website,Dumisane Khoza called me on 14/08/2018 reference number ********** 066 who then assured me that my query has been resolved the cheque number finally appears and it has been cancelled,that I should receive payment in 2/3 working days.Being the reasonable person I am,I told him I will wait till Friday the 17/08/2018 before even writing this review.Well guess what??Friday comes and goes and no payment.On the 20/08/2018 I call them back,note the time and resources waisted in following up with this query. I spoke to Sinegugu reference number: ********** 6858,who tells me they are waiting for a cheque number before they can cancel the cheque and request for an EFT payment.Really?who is the fool here?Discovery takes people for granted,their pathetic service does not come cheap by any means,imagine a person who does not resources to contact them,if this doctor blacklists me whose life is at stake here?Discovery does not care,while I am busy writing this review on the 21/08/2018 I receive a call from the very same Dumisane Khoza,saying that he has requested an advance,because his finance department insisted on waiting for the cheque number...honestly what nonsense is this?Discovery must note and get it in their thick skulls(if they do have one) that this is not a favor offered to me,I pay for their services and i expect to get what i pay for. I am taking this to the Health Ombudsman,and will ask my employer to review their contract with this scheme and come up with alternatives. This is unacceptable.