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Lezanne H

1 reviews | Active since Mar 2009

05 Dec 2017, 07:45

Serious systems bug, plus total degradation of service levels

After 2 weeks of trying to get a medical aid request answered, sending 11 emails, having 7 different people respond to me (each not having read my actual request and then providing a cookie-cutter and irrelevant response), receiving a phone call from person nr 8 who then figured out they might have a bug in their system, transferring me to a manager but cutting off the call accidentally, to no subsequent response... I am forced to post here. I don’t like reverting to social media, but this is ridiculous. Discovery’s service is now officially worse than the worst mobile network and the worst bank.

0
Replies (4)
Discovery Health
Discovery Health's reply05 Dec 2017, 09:14
Official

Dear lh4

Your concerns are important to us and we will be in touch soon with an answer to your comments.

Regards
Discovery Health Servicing Team

LH
Lezanne H's update06 Dec 2017, 09:00
Reviewer Update
24 hrs later and not a peep from Discovery, other than the above generic reply used for all complaints, and which doesn’t count as a reply.
Discovery Health
Discovery Health's reply07 Dec 2017, 15:05
Official

Dear lh4

Our Executive Office will contact you to address your concerns.

Regards
Discovery Health Servicing Team

LH
Lezanne H's update11 Dec 2017, 12:55
Reviewer Update
And so, a week after posting and receiving messages to say my concerns are important and that someone from the exec office will contact me - still zero response from anyone in the exec office. I have now found someone in the call centre who is capable and is trying assist me. But only thanks to me trying again, and not due to any response from Discovery on this request, which has just been ignored despite promises to the contrary.