trying to down grade and discovery wont do it

On the 1st January 2024 you debited my account for an amount of almost R3500 for my medical aid premium. This was a shock to me as I had received no confirmation of an increase. When I called on the 3/01/2024 you told me that I was sent an email in November 2023 – but I received no email and no follow up was done by you. No follow up call, email or even sms. This is terrible customer service.

On the 3/01 when I called you, you said that it was because I needed to verify my income. So I uploaded my statements as per your request, and no response from you. No one called, sms’ed or emailed me about my documents. I also requested that you downgrade my medical aid to Keycare Core (please note that to date 24/01/2024 this has not been done)

I had to call you again and I was told it was the incorrect statement, but no one could call from the 3rd -15th ? Do you have any customer service standards at all? I uploaded the correct documents and I had to call AGAIN on the 17th and was told I had to wait for it to be allocated to someone. On the 23rd Jan I get an email (which I cannot open the attachment, I had to log onto the website to get the letter) and the letter states that you have decided that the premium is correct for what I earn, but you have taken my overtime into my income.

If you look at my payslip you will see that I earn under R15k – In the 12 months of 2023 there was only 3 months I earned over R15k and it was my overtime pay which increased my salary, I don’t even earn overtime every month. Only a few months in 2023 I earned overtime.

Since the 3rd January I have had to call you 5 or 6 times, each time I have to hold for 20 minutes only for no one to be able to help me because all the call centre staff do is send messages for other people to do the work. Not once has anyone from discovery bothered to call me to assist.

I have been with discovery medical aid since 2005 (first on my mother’s policy and then my own) and I have never had a major claim, and this is how you treat your customers? I need this sorted before the debit order because I have been trying this entire month and no one at discovery cares to get this sorted, and I do not have the funds you are requesting, and it is not fair that I should have to pay when I have been trying to get this sorted but getting no help from you.

This is what I need done: 1. Downgrade my medical aid to keycare core effective 1 Feb 2. Verify my income correctly and you cannot include my overtime as income because it is not guaranteed.