Very bad customer service

I am writing to formally lodge a complaint regarding the extremely poor service and distressing experience my wife and I encountered after adding her to my medical aid in August 2025. After we received confirmation that my wife had been successfully added to the policy, we were explicitly told that we could use the medical aid immediately. We even received her virtual card and welcome communication. Despite numerous calls to confirm her activation, we were assured that everything was in order. However, when my wife experienced severe abdominal pain one evening and we went to the hospital, we were told that she was not on the medical aid system. The hospital even contacted your offices, but your system still did not reflect her membership. This left us humiliated, with my wife in severe pain and without treatment. To make matters worse, the agent who assisted us was extremely rude, abruptly ended the call, and said she would remove my wife from the medical aid entirely. The following day, after spending hours on calls, a manager confirmed that everything had been corrected and that we could proceed to use the medical aid. Based on that confirmation, we went ahead with a necessary scan costing R9,000. We have now been informed that the medical aid refused to pay the claim, leaving us liable for the bill — even though we have never missed a single payment and acted based on the information provided by your own staff and management. This situation is completely unacceptable. It is clear that the error originated from your side, and we expect the medical aid to take full responsibility for the outstanding medical bills and to issue a written apology for the distress caused. Please treat this as an urgent matter and provide a written response within 7 business days, confirming: • That the R9,000 claim will be settled by the medical aid. • That my wife’s membership is correctly reflected and active. • What corrective actions will be taken to prevent similar incidents. I look forward to your prompt resolution of this matter.

Dawood Fouten *** ***