Poor Customer experience

<p>So a deposit was made into my account this week. I called to find out why. Your agent advised it's for a claim that was not paid to the provider. He also referred me to a notification. </p> <p>The notification as I said to him was not clear that that the money would be paid into my account and that I am responsible for paying the provider. This happened because of R4.60. The amount to be paid was R4.60 less than what was claimed by the health care professional.</p> <p>So now as a result of their poor communication in their emails, I have become responsible to pay R280 recall fee for them to recall the amount and then pay it to my new bank account.</p> <p>Why could it not just be paid to the provider. I mean seriously because of R4.60????????<br />Yuur agent kept referring me to your processes. He spoke to his manager twice and when he came back to the phone referred me once again to the process that they sent a notification. I kept reminding him that it was very poor commnication.<br />Discovery needs to seriously improve the message they are sending but I guess it's easier to make money when their messages remain vague so that clients are not really clear with regard to their processes and what must be done.</p> <p>Please not the agent tried very hard to assist me. I can't fault him for your silly processes.</p> <p>From your very disappointed client.</p>