Shocking drop in Customer Service levels

I have been with Fedhealth since 1986 - through all its changes and mergers from MedScheme to whatever other change. I have always been very satisfied with their service - until the current inoperable MediVault / MediWallet upheaval! What a disaster this intended "improvement" is. Members don't understand it; Providers don't understand it / battle to work with it; and most importantly THE SUPPORT STAFF DON'T UNDERSTAND IT AND THEREFORE CAN'T EXPLAIN IT IN ANY MEANINGFUL TERMS. ALL THEY CAN DO IS QUOTE OFF A CHECKLIST OR GIVE YOU IRRELEVANT ANSWERS OR ONE WORD ANSWERS. I have been phoning the Call Centre and tried on line Chat twice since Feb. I have submitted "bad service" info on Chat Line three times. I have used nearly 2 HOURS in airtime - all to NO AVAIL! Hands on Management intervention, organisation and monitored action is URGENTLY required . Not one (of 7 contacts) can meaningfully explain when and how changes are made to debit order increases/refunds on a progressive/accumulative manner and over a one year period. Needs change monthly. For example, is the revised expense incurred this month then averaged over the remaining months of the year? What happens if I don't bother to use this facility because I can't get answers and don't want to authorise a potentially ever increasing Fedhealth Debit Order access facility for the remainder of the year? Will all expenses submitted be added to my monthly Member Statement and therefore be reflected for Income Tax rebate - when these have been paid for in cash to provider ? Whoever thought this system up left a SERIOUS gap in the call/chat staff training area!!! I don't think they understand the members questions with any degree of insight. They've been set up to fail. "Knowledge (FAQ checklists) without wisdom is like water in the sand". Without practical insight they CANNOT provide process/procedure explanations. I received a call back to Chat Line at 09.47 (supposedly a more informed staffer) who gave me one word answers, then played music, then dropped the call! (Obviously stumped.) Check your tapes and get someone to call me with competency based information, provided in their own words, because they can relate to and understand both the system and my specific question/s. Internalisation and application is part of s****s development. I decided that using this site may be the only way I will ever get access to an informative two-way communication. Get it together guys or lose your Members.