Zero customer care, disappointing!

I am very disappointed in how Flexicare staff handle matters, especially the inconsideration of the elderly.

My mom, a pensioner member, requested to update her banking details a couple of months ago, for which she was provided a form that she completed and emailed back to the email address provided by the Flexicare staff, together with the all the relevant required documents.

A month later she realized that her debit order did not go off as requested, this is after a few emails she sent to Flexicare requesting acknowledgement of the documents received. We therefore tried to contact Flexicare on ***, which went blank for the first 5 attempts, holding for over 10mins after being asked to enter the ID number on each attempt. We ended up contacting the Discovery Health line, of which the consultant advised us to call the very same Flexicare number that went blank. We then begged her to assist with ensuring that the banking details have changed since there's no assistance on the Flexicare line, and she promised to have the matter escalated and have the funds debited within the next 3 days, however this was not done.

A few days later my mom received confirmation that her banking details have been updated, however the funds have not been debited from her bank account to this day.

It has been over two months since we tried getting this matter sorted and now my mom is really worried that she might end up owing her doctor due to this mess, which will in turn affect her health. DISAPPOINTING!!!