4 months for correct information & STILL WAITING - Highly irritated

On 8 November 2017 I sent the below email to Fedhealth and then made follow up calls and was promised by Benita, one of the team leaders, that the issue would be resolved.

The next day Benita called to give feedback and I was in a meeting all day but she reassured me that she would call on the Friday 10 November 2017 with a solution.

Instead I got an email requesting customer feedback for query number 081117QGNHJP (the same query with a different date) requesting a rating and review.

From: ********** ********** To: ********** Sent: Thursday, November 9, 2017 5:53 PM Subject: Voice of the Customer [MI ********** 08]

At Fedhealth Medical Scheme we are passionate about Service Excellence and would like to engage you on your recent customer experience with Manie Van Niekerk regarding (Query Number: 081117QGNHJP), closed on 09 November 2017.

Using the scale below, please rate your overall service experience on this enquiry.

Excellent: Brilliant, I am extremely impressed. Good: Service is above average but not brilliant. Average: I am neither impressed nor dissatisfied. Below Average: Service is not to my satisfaction. Bad: Service level is totally unacceptable.

No doubt I gave a rating of bad and if there were another option of shockingly terrible, I would have selected it. And mentioned that trying to get information from them was like pulling wisdom teeth without anaesthetic.

Normally I am a patient, optimistic person but this has gone way too far and it's not like I am lodging a claim, I just want the correct information so I can pay the HCP who has been waiting for their money for six months.

This kind of response gives me the impression that they had no intention of resolving this query and I am very disappointed with the service I got.

From: Clyde Atkinson ********** To: ********** ********** Cc: ********** ********** ********** ********** Sent: Wednesday, November 8, 2017 1:24 PM Subject: Highly irritated - *** Member No: ********** 5899 Dear Fedhealth Client Services

Firstly I am absolutely disgusted with the service received from your medical aid where "Family is supposed to take care of family". As a result I am seriously considering changing to another medical aid.

This request has been outstanding since September 2017 and has still not been fully resolved.

In order for me to claim from my gap cover I require the correct information showing that there is a difference of R 3110.28 that needs to be paid by my gap cover - Kaelo Xelus.

In September 2017 I was sent the report but because Fedhealth initially made an error in processing the claim, this was totally incorrect and the Gap Cover advised that they were only going to pay a fraction of the amount.

When I received their report I immediately contacted your client services department on 20 October 2017, speaking to Sifiso who promised a turnaround of 3 to 5 working days giving me reference no: 201017QFS5H5. To date I have not received the requested information after following up just about every day since. Manie said he had escalated the issue to your rescue department and promised to call on Monday morning. I am STILL waiting for his call.

In the meantime the service provider has been following up with me on payment and I have had to keep on explaining why this hasn't happened yet. They have been waiting for payment since June 2017. When are you going to resolve this long outstanding issue?

If this issue hasn't been resolved by close of business today I will consider contacting a consumer support website like Hello Peter, perhaps then you will give me the service I pay a fortune for every month.

Your urgent assistance in this matter is highly appreciated.

Regards

Clyde Atkinson (082) **********