The situation is unacceptable, particularly

Subject: Formal Complaint Regarding Incorrect Debit Order Date and Resulting Account Arrears

Dear Discovery Health Complaints Department,

I am writing to formally lodge a complaint regarding an administrative error made by your team concerning my debit order arrangements, which has resulted in my account being in arrears and has compromised my access to healthcare services.

When I enrolled for my medical aid plan, I clearly requested that debit orders be processed on the 25th of each month. However, upon receiving the welcome email in May 2025, I noticed that the installment date had been incorrectly set to the last day of the month.

I contacted your customer service team on 14 May 2025, shortly after receiving the welcome email, and informed them of the error. I explicitly requested that the debit order date be corrected to the 25th, as initially agreed. Despite this, no action was taken, and Discovery continued to process debit orders on the incorrect date.

This oversight has led to my account being in arrears, as the funds in my account are scheduled to accommodate payments on the 25th. The responsibility for this issue lies entirely with Discovery, as I took the necessary steps to correct the error early on. The situation is unacceptable, particularly because it now threatens my ability to access quality medical care.

I would also like to state that Discovery has the means to verify this issue internally. All customer calls are recorded, and I encourage your team to investigate the call made on 14 May 2025, as it will confirm my efforts to rectify this matter in good faith and within a reasonable time.

I therefore request the following:

1. Immediate correction of my debit order date to the 25th of each month going forward. 2. Adjustment of my account to reflect that the arrears were due to an internal administrative error. 3. Written confirmation that my medical aid coverage remains active and uninterrupted. 4. Assurance that your internal investigation into the recorded calls will be conducted, and the outcome shared with me.

I trust that Discovery will handle this complaint with the seriousness it deserves. As I'm the member of four of Discovery product. Yours sincerely,

Sthembiso Nkosi [***] *** *******