Discrepancies In Data

To whom it may concern,

I received notification from my HR department on Monday, advising that my medical aid contribution increase will be an amount of R2804.00 in 2019.

I was really shocked when I received this notification because according to me, my contribution would only increase by 8.9% in 2019, as per the last correspondence sent to my personal email address from Fedhealth.

The email was sent on the 11/10/2018 from email address ********** with “Your Fedhealth renewal communication for 2019 [MI ********** 35]” noted in the subject line.

I accepted this increase and had no reason to query or amend my medical aid as I was happy with the increased rate. I’m currently paying about R1500.00 per month for medical aid and a 8.9% increase would make my contribution about R1633.50.

I did an advanced search on my mailbox on Monday and picked up an email that Fedhealth sent to me on the 21/08/2018, this email was sent from ********** with “140818QYVKL4 - Contributions - ********** 6572 [MI ********** 50]” noted in the subject line. For some reason this email did not send directly to my inbox but to my spam therefore, I never acknowledged receipt of this email and I had no knowledge of the contents. The email confirms that my contribution will increase by R1269.00 in 2019.

Once I discovered the above, I immediately advised my HR department however, they advised that they are unable to assist me due to the fact that the medical aid changes cut of date was on the 30/11/2018.

The above events all took place on Monday the 03/12/2018.

On Monday evening I called the Fedhealth contact center on ***and spoke to Lehlohonolo Motloja (Reference Number: 031218Q4L9RL) the consultant confirmed with me on a recorded line that my contribution for 2019 will be R1627.00. He said that he is not sure why the email regarding the increase of R1269.00 was sent to me and that I should disregard it as the system clearly confirms my new contribution of R1627.00.

I asked the consultant to send me an email confirming this and he sent me an email confirming that if there are any discrepancies regarding contributions, whatever the scheme confirms will remain. He also sent me the notice regarding the 8.9% increase. I am aware that my medical aid plan’s contribution is salary based however, I cannot understand a R1269.00 increase as my annual increase was not that significant to almost double my contribution. I informed the consultant of this and he said I shouldn’t worry as the R1269.00 increased amount is not my new contribution for 2019.

I specifically asked him to quote the new contribution of R1627.00 but he didn’t. He sent me another attachment with the scheme rates on a table confirming that if you earn from a certain amount, your contribution will be R2804.00. Due to the discrepancies and uncer*****y regarding my new contribution, I called the call center again yesterday morning and spoke to a Sethu (Reference Number: 041218Q4LKPR) I informed her of the above and she also confirmed that my new contribution will be R1627.00. I requested her to send me the email that the previous consultant failed to do and she said she would and she would also request a statement from the finance department. She also asked me if Fedhealth sent me a confirmation of income statement and I said no, she said Fedhealth is supposed to send this documents to their clients.

After more than 30 minutes, I did not receive the letter, I called back and spoke to a Nelson (Reference Number: 041218Q4LVHK) he said he would speak to Sethu and request feedback. I held on the line for a few minutes, eventually when Nelson came back he said that the email cannot be sent and that I need to wait on the letter from the finance department. Apparently it takes up to 2 working days for this letter to be sent.

Nelson also confirmed my new contribution of R1627.00. I asked him why the new contribution can be confirmed on a recorded line and not via email and he said that they cannot confirm it as they need to wait for the finance department. If this is the case, I should’ve been told this from the beginning.

The last communication I received from Fedhealth confirms a 8.9% increase not a R1269.00 increase. Even if the initial email was sent to my inbox, why would Fedhealth send me 2 emails regarding contribution increases? Surely the last communication sent should be the most valid and final. There is clearly discrepancies in Fedhealth’s data, even your consultants are confirming that my new contribution will be R1627.00 as per the last email sent and received to my inbox.

Due to the discrepancies in data and miscommunication, I am now being penalized by my HR department as I cannot make any changes to my medical aid for the year of 2019 and I am now being forced to pay R1269 more each month that’s R15,228.00 more per year! I cannot afford this and this is going to severely affect my financial wellbeing.

Had I received the initial email to my inbox, I would’ve done something about it ASAP, it does not make sense for me to pay almost double for the exact same cover (the scheme confirms that the plan remains unchanged).

I can imagine if I had received the initial email to my mailbox and I called the Fedhealth call center, the consultants would’ve told me that my new contribution would be R1627.00 and I would’ve been in the same position now.

I don’t know what is going on with Fedhealth’s systems and data but this is not as a result of an error on my side. It makes no sense to send a client 2 emails regarding contribution increases. If the 2nd and last email was a mistake Fedhealth could’ve corrected it but they didn’t and now I am being penalized.

I cannot accept this exorbitant increased rate and I need Fedhealth to admit that the above events was as a result of an error on their side and I need to be assisted in correcting this.

Please contact me on my cell phone number to request all the relevant attachments and email trails.

I need this to be fixed ASAP.