TERRIBLE customer service!

I have had such an ongoing battle between ER Consulting and DisChem Health since 20th January 2025. My son was in ER at Netcare Olivedale and was seen to by a Dr from Dr Holt & Partners.

DisChem have assured me that this bill was paid on the 27th January 2025. However, they are unable to provide me with a remittance advice as it may contain other patient details, which is confidential. They assured me that they had e-mailed the proof to ***. I asked them to please submit the advice to ***, as I was advised by ER Consulting that this is the preferred address, but DisChem said they are not allowed to send it to any other address other than the one they have. They said that if ER Consulting rang them and gave them the correct e-mail, they could, but unless it comes from them, they are not permitted to do so.

I have asked DisChem Health’s escalations department to look into it as a matter of urgency, but they say it may take up to 14 days to get back to me and per chance furnish me with proof of payment in the form of a statement. In the meantime, ER Consulting has handed me over to NuDebt – who are threatening to blacklist me.

On talking to ER Consulting, they told me they were unaware of a record of the transaction, but if it has been paid, to ignore all further communications from them. They said they had a backlog and it takes ages for their accounts department to register the payment. They also refuse to contact DisChem Health, who promised me that if they got a call from ERC, it would be sorted immediately. Now I have been handed over to NuDebt, who tell me it’s my problem and there’s nothing they can do!

I am literally stuck between a rock and a hard place, and I just don’t know what to do. This amount has been paid and I cannot afford to pay it again, which also defeats the object of having this insurance.

TERRIBLE customer service!