Subject: Ongoing Negligence, Duplicate Billing, and Failure to Resolve Longstanding Issues – Immediate Resolution Demanded To Whom It May Concern, I am writing to formally register my complete dissatisfaction and growing alarm at Discovery Health’s cont

To Whom It May Concern,

I am writing to formally register my complete dissatisfaction and growing alarm at Discovery Health’s continued mismanagement of my account. After nearly three years of repeated failures on your part, I find myself forced to once again defend myself against inaccurate billing, account reactivations, and administrative errors that were supposedly resolved long ago.

Despite receiving written confirmation that the initial R7,700 clawback had already been app**** before any refunds were paid, your team has now reopened the very same account (which was permanently closed to prevent further issues) and is attempting to charge me this amount again. This is not only grossly negligent—it borders on ********* conduct.

The facts are as follows:

I was assured that the previous account—after causing me two and a half years of distress, suspensions, billing errors, and service failures—would be closed permanently and replaced with a new number to start fresh and avoid further complications.

I was explicitly told the clawback was resolved.

Despite being moved to a new account, I am now:

Being treated as a new client, with waiting periods imposed.

Simultaneously being treated as an old client, being pursued for a debt on a closed account that been paid beforei got ny new number.

Denied urgent medical treatment due to these conflicting statuses.

I must be clear: this is unacceptable, unjustifiable, and deeply distressing.

For nearly three years, I have made every effort to comply, to pay, and to resolve matters in good faith. Instead, I have been met with:

Repeated billing errors and suspensions.

Missed medical coverage despite on-time payments.

Over R16,000–R19,000 debit orders without valid reason.

Ignored proof of payment (submitted over 22 times).

Hours of calls and unresolved reference numbers.

Emotional and financial distress caused entirely by Discovery's internal failures.

Despite your internal acknowledgments that the problem lies with your systems, I continue to be treated as if I am the problem. This treatment of a loyal member since 2008 is not only unreasonable, but it is also deeply unprofessional.

I therefore demand the following, effective immediately:

Immediate cancellation and permanent closure of the old membership number, with a written guarantee it will not be reopened or used for further charges.

Immediate reversal of the duplicate R7,700 clawback—which was already paid and confirmed as resolved.

Immediate correction of my member status to reflect my continuity with Discovery

A formal written apology from Discovery Health acknowledging your mishandling of my case and

Compensation for the time, emotional stress, and financial burden caused by these repeated administrative failures.

Should this matter not be resolved within 7 working days, I will proceed to escalate it to the Council for Medical Schemes, the Ombudsman, and seek legal counsel regarding the financial and personal damages incurred due to your ongoing negligence.

I have retained detailed records of every payment, call, and correspondence related to this matter.

I am no longer willing to tolerate being treated with such disregard. What Discovery has done—and continues to do—is not only ***********, it is punitive to the very clients who continue to uphold their end of the agreement.

This situation must be resolved—fully, finally, and permanently.

Sincerely, Lindy Appelgryn-Bouwer