What a struggle!

I went to an ENT specialist on 11 January 2023 and paid R1400 cash, as they do not submit claims through to the medical aid.

I submitted my claim to Disocvery on 20 January 2023 with reference number: ***.

I followed up on 23 January 2023 regarding the payment and the consultant advised that the money was submitted for payment, but the bank rejected the payment with the reason - the account has been closed. I then realised I never changed my bank details when I closed by ABSA account.

The consultant then assisted me to update and change my bank details to my current and active account which is with FNB. She advised that the payment will be made from Discovery’s side as soon as the bank details is updated on your system. When I followed up on 2 February, the consultant advised that the payment was also rejected by the bank and the reason is that the account has been closed. This is incorrect, as this is the only active account I have, and my salary gets paid into this account and I transact from this account on a daily basis. I then sent proof of my banking details on 2 February 2023 to *** and received reference number: ***. I followed up yesterday, the 7th, and spoke to Nosipho. She gave me reference number: *** for the call and said that I should go to the bank and ask them why are they rejecting the payment from Discovery. I was rather upset by her suggesting, as I think I have done all from my side to ensure that Discovery now has the correct bank details. I have double checked that my account details are correct on the website and matching with the proof of account confirmation letter that I submitted. Today is the 8th of February and I have still not received the money. When I followed up today on the chat line, I spoke with Yonela and she advised that I should change my bank details again and she has sent me the steps to follow on email. I am not sure why should I update it, if it is correct? I have been with you for many years and I have never received this type of disgusting service, where I have to constantly follow up and ask what is happening with the claim payment. Will you please sort this out URGENTLY from your side and make the payment? Hello Peter is my last resort, because I cannot constantly follow up and ask for feedback. Every time I phone Discovery, I get told the same thing.