BEWARE: Fedhealth might grab 12 installments in one go when you approve a monthly debit order with them – they tried to do it to me TWICE!

By this time (hopefully) everyone at least knows about the “MediVault” and “Wallet” system that Fedhealth is so proud of. (I will not even go into the lack of info around this: suffice to say, that what was explained by reps is definitely NOT what the actual product is.) I found this out when I had been to the dentist in May 2019 – much to my shock. I then made an agreement with Fedhealth that they may debit my personal bank savings account – a separate account to the one my salary is paid into, with a monthly instalment for the amount that makes up my MediVault/ Wallet balance. An agreement done by phone, with confirmation docs received from Fedhealth on the 23rd of May, which CLEARLY states that my account would be debited EVERY MONTH. On 27 Dec 2019, Fedhealth casually proceeds to debit my personal savings account with the full amount of R4200. When I received the notification from my bank, I reversed the payment and phoned Fedhealth immediately. In a nutshell, I was told that the company I work for ok’ed this, which is interesting, because they debited my private savings account, NOT the account my salary is paid into. I explained that I approved monthly instalments NOT the full amount to be debited in one fell swoop. I was told that it would be followed up.I made no more use of the MediVault/ Wallet service. The debit was reversed (AT MY COST) and I proceeded with my holiday. On 27 Jan Fedhealth casually proceeds to debit my personal savings account with the full amount of R4200 AGAIN. I reversed it again and approached my bank to block Fedhealth’s access to my account, which I found out cannot be done, as Fedhealth’s credit controller has to block the access on Fedhealth’s side. I went on an online chat with a Fedhealth agent. Apparently, despite the confirmed agreement reached with Fedhealth on 23 May 2019, they have not been debiting my account at all, and now they feel they have to right, without my knowledge, to debit 4200 in one go. If this is the case, I owe them 2800: the equivalent of 8 months’ instalments NOT 4200, which is the equivalent of 12 months’ instalments. BUT: for a person who requested a monthly instalment of 350, to now suddenly have to pay 2800, is still not ok. Fedhealth: kindly answer me this: Exactly WHO is at fault here? Long story short – the agent was helpful, and promised that his manager would give me a call to explain and respond to the queries I had. It is now 1 day later and I have no missed calls. Can I expect Fedhealth to attempt to debit my account on 27 February 2020 with R4200 again? Dear Fedhealth: Please tell me, how long will your company be repeating this ridiculous and *********** cycle before they pay any attention to my queries?