Poor service

Item: Discovery Health
Rating: 1
Author: Shelton N

So I started a new job new from 1 March 2018 and my new employer doesn't contribute my medical aid premium directly to employer and this need to be done from the employee's bank account. I did all the effort to communicate with discovery and completed forms asking them to debt direct from my account from this month onwards. There were so many emails to and from and I put all my effort to send the required documents and the next thing I am seeing is that my membership is no longer active. I then contacted discovery today via phone call and spoke with a gentleman who put me on hold forever and he told me that they did not receive premium. Now my question is end of February my old employer paid discovery directly and what I am seeing is from March onward debit my account direct. So which payment discovery is saying they did not receive? I have to wait and wait and eventually disconnected the call, the guys just put me on hold forever and doesn't even care to keep checking with the client and updating me that he is still checking the system. What also surprises me is it was me who put the effort to contact discovery via email and phone call telling them to debit the money directly from my account. Instead of doing that they went on to close the account? Is this how their business is run?

Helpful (0)

Replies (3)

Discovery Health's replyOfficial

22 Mar 2018, 12:50

Dear shellazie

We’re sorry to hear that you are dissatisfied. We’ll investigate your concerns and contact you again once we have completed the investigation.

Regards
Discovery Health Servicing Team

Discovery Health's reply22 Mar 2018, 12:50

Official

Dear shellazie

We’re sorry to hear that you are dissatisfied. We’ll investigate your concerns and contact you again once we have completed the investigation.

Regards
Discovery Health Servicing Team

Shelton N's updateReviewer Update

23 Mar 2018, 09:27

This is an automated reply and they think I will be comfortable with this? Up to now I haven't received a proper explanation from Discovery. All i saw was an email confirming my membership being cancelled and I rep**** bank asking for the reason of cancellation. No answer up to now. Next thing I can see my medical aid profile is active on their website but thats not enough. I need to know what happened and why it got cancelled. You call centre stuff act as if someone is asking for money from discovery while the actual fact is I am giving money to discovery despite the fact that they are expensive and sometime I dont see any benefit of having this medical aid. I have already started doing my research to see if I should continue to give discovery my money or take it somewhere where i can be treated better. I missed a Kulula hotel booking discount becoz of the fact that someone there decided to deactivate my account as if I owe you money but rather I want to give you business.Honestly one can not just deactivate an account with following process and what it means is even the supervisor approved that the account be deactivated. What for? Feb premium already paid. March premium I gave discovery my bank account so they can run a debit order but instead of doing that they just cancelled. I have been in contact with your call center staff for over two weeks

Shelton N's update23 Mar 2018, 09:27

Reviewer Update

Discovery Health's replyOfficial

26 Mar 2018, 15:29

Dear shellazie

Please check your emails for feedback from us.

Regards
Discovery Health Servicing Team

Discovery Health's reply26 Mar 2018, 15:29

Official

Dear shellazie

Please check your emails for feedback from us.

Regards
Discovery Health Servicing Team