**Subject: Ongoing Negligence by Discovery Health – Unfair Treatment, Emotional Distress & Unresolved Billing Issues for Over 2 Years**

To whom it may concern,

I am writing to express my deep frustration and disappointment with the way Discovery Health has handled my account over the past two and a half years. I am at a complete loss as to how such a large and reputable organisation can allow this level of administrative failure, lack of accountability, and outright negligence to continue for this long—despite numerous calls, emails, and escalation attempts on my part.

Since leaving my employer nearly three years ago and transitioning to direct payments, I have faced ongoing issues with:

* **Absurd debit orders** ranging from R16,000 to R19,000 for a single-member Classic Saver plan; * **Monthly suspensions of my account** without reason or warning; * **Unallocated EFT payments** despite me sending proof of payment more than 22 times to the correct address; * **Exorbitant time spent on calls**—often waiting over an hour and being transferred multiple times without resolution; * **Being left without medical cover** for months, unknowingly, even while paying consistently; * **Constant re-explanation of my case** to different agents and being assigned new reference numbers each time, without progress.

After much back and forth, Discovery admitted that their system was at fault. Still, I was only given a **partial refund**, while also being forced to pay a R7,700 "clawback" for services I barely used.

In an effort to resolve these ongoing issues, I requested a new membership number. I was told that this would **resolve everything permanently**. However, instead of correcting the situation, **Discovery registered me as a new customer**, imposed **12-month waiting periods**, and **refused to approve a medically necessary procedure**—even though the procedure in question is not subject to the listed waiting periods.

To make matters worse, **Discovery has now reopened my old membership number**—the one they assured me had been closed for good—and is now demanding **another R7,700**, despite this amount already being deducted through a previous clawback **before** any refund was made. So now I am:

* Being treated as a **new customer**, denied authorisation for urgent medical treatment; * Simultaneously being treated as an **old customer**, expected to pay off an account that was supposedly closed and settled; * Dealing with a system that has **duplicated my problems**, not solved them.

After nearly **three years**, multiple billing errors, suspensions, clawbacks, and no end in sight—**who is accountable** for the emotional stress, time lost, telephone expenses, and deteriorating mental and physical health caused by this?

How do you justify refusing to approve a simple medical procedure for over 10 weeks, while your only contact with me is to demand payment for an account that was supposed to be permanently closed becauseof all the problems it has caused?

Is this how a loyal, paying member is treated?

I have also taken out **car and home insurance** with Discovery. Frankly, based on this experience, I am now questioning whether I made a mistake trusting Discovery with any aspect of my well-being.

### I demand the following:

1. **Immediate authorisation** of my pending medical procedure. 2. Clearing up the R7,700 that was sorted out a d was told would never be a problem again when I got my new number. 3. **Permanent closure** of the old membership number with a formal written guarantee that it will not be reactivated or used for future charges. 4. **Correction of my membership record** to reflect my actual tenure with Discovery, not as a new customer. 5. A **formal apology and reimbur*****t** for the unnecessary time, money, and emotional distress caused by Discovery’s internal failures.

I have kept records of every call, payment, and correspondence. If this matter is not resolved immediately and fairly, I will have no choice but to escalate it to the **Council for Medical Schemes**, the **Ombudsman**, and pursue legal action if necessary.

After nearly three years, I am exhausted. All I ever wanted was to pay for a service and be treated fairly. Instead, I’ve been punished repeatedly for Discovery’s own errors.

Sincerely, Lindy Appelgryn-Bouwer *** ***