DISGUSTING CUSTOMER CARE AND SERVICE

I don't even know where to being but I am DISGUSTED with you incompetence, ZERO LACK of follow up , communication and total disregard for your clients!

FEBRUARY 2nd I e-mail Fedhealth all my details for change of Banking Accounts including the letter of confirmation from my bank.

FEBRUARY 20th (TEN DAYS LATER) I FOLLOW up because no one has contact me or responded to my e-mail.

FEBRUARY 23rd (3 days later) I get this reply from Fedhealth

Dear Stephanie Comninos Reference number: 200218QMGL1R Thank you for your email. We acknowledge the receipt of your request; however, the Scheme will The Scheme needs the copy of ID in order for us to load your banking details.

Kindly update your personal details on a regular basis, to ensure that you receive the latest updates from Fedhealth. Should you require any further information, please feel free to utilize our dedicated email address ********** or fax ********** . Here's to our family taking care of yours. Kind Regards Nonjabulo Masimla

I respond immediately (with the required documentation)

HI Nonjabulo Thank you for your reply- however I sent this information through on the 2nd of February and had I not followed up with this no one would have gotten back to me and told me this information?! I find this very troubling and frustrating on Fedhealth’s behalf. My account is closed which would have caused a major problem come my debit order date. Please see attached copy of my ID and please inform immediately me if there is anything else that is required in this case as I don’t want money to be debited off my Standard bank account.

I get ZERO response to this letter.

On the 1st of March I get this response from Fedhealth Bank details - ********** 6480 Please note that your bank details have been updated.

Should your banking details have been terminated, there will be an End date reflected below. Bank name: STANDARD Branch code: 51001 Account number: ****5460 Contributions or refunds: All Contributions and Refunds (exclude MP Collection) Start date: 01-SEP-2009 End date: 28-FEB-2018

But this doesn't help me AT ALL because FEDHEALTH went a DEBITED my STANDARD BANK ACCOUNT on the 24th!!!!!

I contact them on the phone. I am told that this is serious and will be brought up with accounts and that a manager will call me. I tell them i want that money paid BACK into my std bank account as it's not my fault that Fedhealth are so *********** it takes them a MONTH to change banking details send on the 2nd.

NO PHONE CALL. NO E-MAIL

then this gets sent to me

Dear Stephanie Kindly note that Fedhealth could not get a hold of you on the listed telephone numbers. Please note that your banking details has been authorized. Sorry about any inconvenience caused. Kind regards

This is absolute *******. NO one tried calling me. I have ZERO missed calls and my number was logged with the customer care agent as well as is on my profile. what a convenient way to not have to deal with this issue! How nice for you!!

So I reply

Hi Please be advised my phone has been on and working the whole week and weekend. I have been waiting for the manager to call in regards to the shock service of Fedhealth, the fact that I requested my banking details to be changed on the 2nd of Feb, the fact that I HAD to follow up, the fact that it took another 3 days for someone to get back to me telling me I was missing information!!??? Which I IMMEDIATELY SENT THROUGH and YET money was STILL debited from my Standard Bank account due to this incompetence and lack of communication with your client. I want the monies that were debited from my Standard Bank account returned to that account and for the amount to be RE-DEBITED from my FNB account as I had requested FROM THE START. I would like a manger to call me immediately to also confirm this with me please.

My numbers that have always worked are ********** or you can call me at work on **********

Your urgent attention to my matter will be appreciated!

I get this:

Dear Miss COMNINOS Bank details - ********** 6480 Please note that your bank details have been updated. Should your banking details have been terminated, there will be an End date reflected below. Bank name: FNB Branch code: 250655 Account number: ****1115 Contributions or refunds: All Contributions and Refunds (exclude MP Collection) Start date: 01-MAR-2018 End date: None Should you require any further information, please contact our contact centre on ***or email us at **********

At this point I am truly gobsmacked that the complete and total willingness to call me, to sort out my problem and to deal with your incompetence.

SO Again I reply

Hi

I would like a manager to call me as soon as possible please- this is ridiculous and the THIRD time I am requesting this. This needs to be sorted out immediately and I keep getting generic mails that ARE NOT A SOLUTION to my issue or problem. I am getting highly frustrated at the lack of customer service or follow up on something I’ve been requesting since the 2nd of February! Please can someone CARE about me and call me today!

By the way every time my mails are being logged so there is no excuse for this MISS S COMNINOS This e-mail serves to confirm that we have received and are attending to your query.Your query number is : 060318QN46Z1.

This is SO UNBEALIABLE unacceptable. I want my money paid back! I want someone to call me. And I want Fedhealth to give a **** about their service towards their clients.

Maybe you should read your own e-mails "Here's to our family taking care of yours." SUCH *******!!!

I pray my family doesn't treat me like yours because I'd honestly die of neglect!!!!

Let's see if NOW someone will call me!!!!!!