POOR SERVICE AND INCOMPENTENCY

I am escalating this matter with immediate urgency due to the severe and unacceptable consequences arising from your continued service failures.Despite repeated engagements and assurances that the issue would be corrected—specifically that incorrect premiums are being deducted—your systems have continued to process multiple and excessive deductions each month. This ongoing incompetence has directly resulted in my client being financially strained, with insufficient funds in his account due to repeated over-deductions. In addition, other debit orders are being negatively affected, causing further financial harm and bank penalty fees.The most serious and distressing consequence of this failure is that a premature baby with special medical needs currently has no medical cover. This is not a theoretical concern—it is a real and urgent situation. The child is presently unwell, with a dangerously high fever, and cannot be taken to hospital because there is no active cover in place due to your billing errors.This is completely unacceptable.Your inability to resolve a long-standing and clearly defined issue has now placed a vulnerable minor at risk. This matter has been ongoing for months, with no effective resolution, no accountability, and no meaningful support provided—even to me as a broker attempting to advocate on behalf of my client.Please be advised that the client is preparing to pursue legal action should any harm come to his granddaughter as a direct result of the lack of medical cover and inability to access necessary care. Furthermore, the client is now taking drastic steps, including closing his bank account, due to the excessive and ongoing financial impact caused by these repeated errors.At this stage, I have lost confidence in your ability to manage this account competently and am actively exploring alternative medical aid options in an effort to protect my client and his family from further risk.I require immediate escalation of this matter, urgent reinstatement or confirmation of cover, full correction of all billing errors, and reimbur*****t of all related costs incurred. A clear explanation and written confirmation of resolution must be provided without delay.This situation reflects a profound failure in service delivery and demands immediate and decisive action.