NO REGARD TO MEMEBERS HEALTH, NO EFFICIENCY AMONGST STAFF

It is with absolute regret that I draft this email. I am beyond frustrated with this scheme. The inefficiency that lies internally is appalling which in turn has a ripple effect on customer service and inconsideration of the client who has been loyal for years. If you do not service pensioners, then please let us know before retirement age so that members can shop for alternative schemes that actually do assist the elderely.

I have been fighting endlessly for the past month regarding a scheduled debit order date which Medshield / Fed health approved but now monthly THEIR system is failing to run every month. Only today 10 Oct where I was told - after I called in that the 20th is not a preferred debit order date as their system is not efficient enough to run this. The WORST CLIENT EXPERINCE all round.

1. I dial the 0860 then enter membership number 2. Agent answers and still asks for medical aid number - why this again because clients profile should populate if you asking for the member number on the IVR?? 3. Jacques Mitton agent 1 - on the 16 September confirmed in a writing and over the phone that the debit order will run off on the 20th for both contribution and medivault 4. September 20th came, my mother could not consult a Dr as she was suspended AGAIN because of no payment. Who is at fault? Fedhealth or Medshield - I call in directly to credit department , couldn't get a hold of Josephine Tshabalala, Kefiloe Kgokong then a gentleman name Philani assisted and confirmed that he knows that the issue is on their end and will do all in his power to settle this URGENTLY. 5. Couple of days later, the credit department to chat to Philani who was surprised that I or my mother were not called back in regards to a solution. He then escalated the issue again and I was called back by a gentleman named Lunga Mazibuko. 6. Lunga Mazibuko said that they are investigating the matter and will call me back or send an email to confirm a way forward. 7. Fast forward 10 0ctober, no call, no email - I call back - first call is picked up by a very rude lady named Mary - who sound half asleep and not interested, put me on hold to call my mom for verification purposes of which I offered to dial my mom from my end. She kept me on hold for long, whilst waiting I called my mom and hung up and was still waiting, she came back and hung up (can I have this recording as I want it played and listened to by QA - then tell me if this is how you serve clients) 8. I called back immediately and a Buhle Mkhize - she got the bad end of the stick because now I was fuming. I added my mother to the call - at no point in this journey has any of the agents said my mom can grant me consent to engage on her account, every time I query, I add my mother to the call, Buhle did that. 2ndly she suggested that we change the current debit order date from the 20th to the 25th or the 15th and admitted that there is an ongoing issue with debit orders for the 20th and that the best solution would be to change the date.

I then added my mom to the call for consent to change the date and she did, and Buhle actioned by required a TL to approve this request, then put me on hold for a while - where I managed to dial my dad have a chat about another query / claim then hang up and I was still on hold.

She came back and tells me it might be late to change the date for this month as the credit run may be closed.

NOW EXPLAIN TO ME HOW THIS IS MY PARENTS PROBLEM and why the inconvenience must be on our side, whereas, I have been calling and get responses that we fixing it when the fix was a change in debit order dates? My parents are pensioners and will not be able to do eft's monthly thus the debit order route was a better fit for us all. I requested a call back from the credit team tomorrow so we will have to wait and see.

9. Further to this on the 22 April, my dad went to consult a specialist at Flora Clinic that gave him an invoice to claim the R1800 back for you for consultation. He then drove to the Medshield office up the road from the hospital to file this claim- Gareth Thomas only processed an authorization number and not a claim for this. Jacques Mitton said to me that this claimed was processed 16 September and today 10 October - Buhle says there is no claim my parents must put this claim through again.

Are you guys running an actual medical scheme or a mockery because there seems to be no alignment internally and all agents have a different understanding of what to do and say.

CAN AN EFFICIENT MANAGER THAT THEIR DUCKS IN A ROW LIASE WITH ME URGENTLY on the matter.