You're so keen to take my money, but I have to BEG for a rightful claim reimbur*****t??

<p>Dear Discovery Health,<br /><br />I submitted a claim for 4 psychology sessions @ R880 each = R2 880 on 31 October 2016. Each line item has the same code on my statement: 86205. On Friday, 4 November Discovery paid R2 160 into my account, citing Reason Code 285 for not paying the full amount.</p> <p> </p> <p>Perplexed, I Googled the code as there was no definition provided in the email from you. Google could not help, so I called Discovery on my own dime to find out what it meant and why the full amount was not credited to my account?</p> <p> </p> <p>I spoke to Bongi (call ref. ********** 972) for clarity and she said the final code on my statement read: 8625 instead of 86205. I looked at my statement again and all 4 codes for all 4 sessions were identical: 86205. She requested I resend my claim to ********** I did so on 4 November while she was still on the line. She immediately admitted that she, too, saw that all 4 codes were correct. She said she would contact the claims department and that I should be reimbursed within 2 to 3 working days - already way longer than I wanted to wait.</p> <p> </p> <p>On Tuesday, 8 November, Bongi called me and requested that I please RESEND my claim to ********** since the claims department was still seeing the wrong code. She promised she'd call me the next morning (Wednesday, 9 November) and update me on my claim's status. I sent the identical, same statement I had sent in the first place. It was the THIRD time I had to submit it.</p> <p> </p> <p>Having heard no news, I contacted her this morning (Thursday, 10 November, at roughly 11:00) wanting to know when this would be rectified. She cited the reason for her silence as her not being able to get her manager to call the claims department and query the lack of payment, as he's been too busy. She said he was currently in a meeting and she'd ask him to call them as he "has more power" than she has. She could give me zero guarantees and just kept repeating that her manager has more power to rectify the situation.</p> <p> </p> <p>Having been a loyal Discovery client (Health, Vitality, Card) for over a decade, I am appalled at this lack of client service, since the error has clearly been made on YOUR side. It's a TYPO for eff's sake! Any ***** can deduce this! My claims statement is clearly correct, and yet Bongi is telling me she has no power to rectify this error.</p> <p> </p> <p>What are you people doing up there in your ivory towers, then? Sucking us dry while Helen Kellering your way through life?</p> <p> </p> <p>And how can two departments be so far removed from each other that a customer service agent does not have the "power" to contact your claims department directly? I want this rectified YESTERDAY. It's been 11 days since I first filed my CORRECT claim - get it together and reimburse me!</p> <p> </p> <p> </p>