Urgent: Unauthorised Debit & Failure to Refund — Discovery in Breach of Duty of Care

In August, my mother cancelled her Classic Saver medical aid. I subsequently reinstated her membership under the Classic Saver Delta option and made all payments as instructed by Discovery. These payments include:

R3,805 on 29 October

R3,264 on 10 October

R145 on 10 October

Despite full compliance on my side, on 1 December, Discovery ********ly debited my account with approximately R11,000. This amount corresponds to Classic Saver PLUS and duplicate gap cover, neither of which I app**** for, authorised, nor consented to. This constitutes an incorrect and unauthorised financial transaction.

On 5 December, I spoke with consultant Jodi, who reviewed the matter, confirmed that the correct plan should be Classic Saver Delta, and advised that Discovery owes me R5,559. She stated that this amount would be refunded.

Since then, I have attempted to resolve this matter through multiple calls, including three calls today alone.

The first consultant once again confirmed that Discovery owes me R5,559 and placed me on hold to liaise with the finance department. I remained on hold for almost 30 minutes until I was forced to drop the call due to work commitments. Subsequently, another consultant contacted me and advised—incorrectly—that only R2,700 and some change would be credited to my medical aid, contradicting all prior calculations. When I requested escalation to a manager, the call was dropped again.

At this point:

Discovery has acknowledged the incorrect debit.

Discovery has confirmed the refund amount.

Discovery has failed to process the refund.

Discovery has provided conflicting information and allowed calls to drop without resolution.

Discovery’s error has left me without funds before Christmas, causing preventable financial and emotional distress.

This constitutes a failure of administrative accuracy, procedural accountability, and customer service obligations.

I hereby request immediate corrective action:

1. Confirmation that my mother’s plan is correctly set to Classic Saver Delta.

2. Immediate processing of the full refund of R5,559, as previously calculated and confirmed.

3. Written confirmation of the correction and refund.

Should this matter remain unresolved, I will have no choice but to pursue further escalation avenues due to the financial impact and administrative negligence demonstrated throughout this process.

I expect prompt and accurate feedback.