The Worst Medical Aid - Fedhealth

This post will be refreshed until I receive notification that the CEO or executive of Fedhealth has read it because the staff promise things once eventually attended to and the same issue happens again.

Twice now Fedhealth has not loaded my banking details for the vault. I am stuck with having to go from pillar to post for proper assistance and I am the one inconvenienced! When people call me back on request, they call once max twice then forget about trying to get hold of me if they couldn't the first time.

My banking details were updated and these banking details haven't changed for my vault debit order between 2021 and 2022 and now again it hasn't been loaded - both times Fedhealth's errror! My medical aid is now suspended and I have to pay for 4 months about R3500 to get my arrears sorted for a medical aid I cannot use because it's suspended. I was promised in 2021 to 2022 that this error would not happen again and now it has!

Below is the email I sent after the call I made yesterday to Fedhealth:

I am sending this email to advise that I am extremely frustrated with Fedhealth medical aid and am going to be lodging complaints now on Hello Peter so that this can come to the relevant umboardsman and the executive level of Fedhealth’s attention.

Last year I had to go through a lot of frustration because Fedhealth made a mess up and did not deduct money for the vault from my banking details. There was no follow up from the credit controller or anyone at Fedhealth to me until I raised the matter which was months already into no deductions being made. Fedhealth eventually rectified this after I had to be sent from one person to another to fix FEDHEALTHS ERROR and admitted that it was their error and ASSURED me it will not happen again.

This year AGAIN there were no deductions made for the vault and my vault access is suspended!!

I was told over correspondence that Fedhealth doesn’t have my banking details to load but my banking details did not change and are still the same details which are being deducted from for my subscription monthly as well as for the vault last year!

I had to send emails back and forth where I was advised in the last month or so that a Fedhealth rep tried contacting me because I asked to be contacted although contact from the rep’s side must have been tried once to max twice and it was left. I am extremely busy at work and the person should have tried until I answered and not just washed their hands after one or two attempts especially because I AM THE ONE AGAIN BEING INCONVENIENCED!

This morning I got on a chat with Bradley at Fedhealth customer services and insisted on a manager calling me back because I was once again advised that there was no manager to call me back at the time.

After waiting about 40 minutes I had to attend to something and when I came back about 30 minutes later I saw ONE missed call from Dhansi team leader at Fedhealth ****erally just tried calling me once)!!!! Bernice advised me when I called back and sat on a call with her trying to sort this out for about 30 minutes that Dhansi was the team leader who tried to call me. Dhansi if this is the kind of assistance you offer then rather don’t call me and pass my request on to a manager who is willing to assist me!

Bernice was very helpful and she told me that because I changed plans (my plan was changed LAST YEAR by the way), the system didn’t load my banking details for vault deduction! If this is how Fedhealth operates then I am truly not in agreement! I advised that my banking details didn’t change so why couldn’t it be reloaded by Fedhealth to deduct my vault repayments? The banking details were on the system because Bernice loaded them on the call this morning for my vault!!!!

Sarah Mabaolo I want your CEO and directors to know that as a credit controller you should have ensured that this was rectified as soon as the banking details no longer reflected but you did not. Instead when I spoke to Bernice this morning who loaded the banking details from her side, you said I must make a MANUAL payment to activate this process! I AM NOT MAKING ANY MANUAL PAYMENT AS THIS WAS AGAIN NOT MY FAULT! When I asked Bernice for the relevant team leaders email addresses to send this email to and when I advised Bernice that I am going to the umbordsman as well as Hello Peter and am not making a manual payment for this then SUDDENLY you said that a debit order can start this process for monthly vault deductions as well. You were clearly not interested in helping me until you realized that you were going to get into trouble for your attitude. Where were the calls to me as my credit controller to resolve the banking details issue when YOU were supposed to pick up that no deductions are made?

I am going to put the above onto Hello Peter no matter the outcome of this because last year I was PROMISED this will not happen again and now IT HAS where no deductions are being made for the vault!

I also want to first know when you plan on deducting the first vault payment of R250 as this should have gone off at the beginning of this month and I have budgeted for whatever funds are in my account to be used elsewhere.