Urgent: Duplicate Payment – Blood Pressure Machine (R930)

I am writing to formally raise my dissatisfaction regarding an unresolved duplicate payment for a blood pressure machine purchased via the Discovery App. On purchasing the item through the Discovery App, I attempted to pay using my Medical Aid, however the App would not allow this despite the option being visible. To avoid losing the item, I proceeded to pay using my Prepaid Virtual Card. The payment went through successfully to Brandmed, and I subsequently received the item. I was then informed that Discovery has also made payment to Brandmed, resulting in a duplicate payment of R930 having been made for the same item. What is most concerning is that:

I contacted Discovery before the payment date, specifically requesting that the payment be stopped, yet no action was taken. I have sent emails to both Discovery and Brandmed, as well as followed up via WhatsApp, with no meaningful response. When I phone Discovery, I am repeatedly advised that Discovery cannot see the payment confirmation from Brandmed, yet the duplicate payment remains unresolved. Brandmed has not responded at all, which is unacceptable.

The lack of response and failure to resolve a straightforward billing error is extremely disappointing.