Unresolved Premium Refund Issue - Seeking Immediate Resolution - since 28 Dec 2023

Dear Discovery Health,

I am writing to express my extreme frustration and disappointment regarding the handling of my cancellation and premium refund request for my Discovery Health Policy.

After persistent efforts, I managed to cancel my policy on December 28, 2023, following over 16 phone calls and numerous unanswered emails. The confirmation of cancellation finally arrived on January 5, 2024, a process that took longer than expected.

To exacerbate the situation, I received an impact assessment indicating that I am owed R2454, which, has not been credited to my account. My follow-up on January 12 involved enduring a 30-minute hold time, only to be further delayed during the call while the agent investigated internally. The agent assured me that they require a week-long investigation into this issues before they could acknowledge I was owed premium refund. However, I was sent an email on 5 Jan confirming that I was owed.

Later that day, another agent called me and assured me that the premium refund would be processed and credited to my account by Wednesday this week. Unfortunately, as of today, no payment has been received, and there has been no communication or confirmation on the status of my refund. This lack of transparency and failure to adhere to promised timelines is deeply concerning.

Moreover, the costs incurred during these repeated calls, where I have had to endure extended hold times and even experienced disconnections after waiting for 30-40 minutes, are unacceptable. I believe my concerns have not been addressed with the seriousness they deserve.

Regrettably, the level of unprofessionalism and the complete lack of accountability in handling my case has left me with no choice but to escalate this matter. I intend to report Discovery to the National Consumer Commission (NCC) and Ombudsman for the failure to return the money owed. I will be compiling and submitting all evidence gathered throughout this frustrating ordeal.

I sincerely hope that this matter can be resolved promptly (by tomorrow, 18 Jan 2024), as nearly 15 business days has passed since cancellation. I expect a prompt response outlining the actions being taken to rectify this situation.