ridiculous poor service

Good day

I write this email with great regret and sadness for the poor and false service we received from hippo assisted by Rhulani. We enquired about medical aid and he advised us on what he thought would be best for us, the medical aid he offered us didnt meet our needs (MEDSHIELD), it was suppose to cover everything that we had asked about. My fiance was with Bankmed (comprehensive) medical aid which covered eg. over the counter meds with no levy,paid any doctor 100% hospital everything was covered, specialist covered. We were clear with Rhulani what we needed the medical aid to cover. He assured us that MEDSHIELD was the best option because it met all our needs and the budget for it was also great for the three of us (myself, my fiance and my son). We started having problems when we tried to get my son meds over the counter and we were told we needed to pay levy, we asked Rhulani what was happening and he told us it was regarding generic and non generic meds which we made it clear that with BANKMED it didnt not have any restriction.

We are lodging a formal complaint regarding the false service that we we were offered, would like this investigated and all call recordings to be listened to and sent to us as well, in conclusion a way forward regarding this poor false service that has left us stranded now. We also want a refund for the funds we paid for the past two months because MEDSHIELD advised us they will not reimburse any of the money and they are still going to deduct their last debit order on the 01 Septermber 2018 even though we sent them a cancellation letter for the medical scheme, and all this is due to false product that has been given to us and we paying for that. We can even take this to the ombudsman if needs be, we definately not at fault just *********** of hippos staff (Rhulani) providing incorrect information and advise. Will also be warning our friends/people on social media /hellopeter regarding Hippo false advertising if this is not resolved soonest, the poor false and bad service from both parties Hippo and MEDSHIELD. The sad part of this all when we needed medical aids broker (Rhulani) that helped us was hands on, called us and emailed daily to make sure his deal was sealed, now that there is problems he advising us to send a compliant to hippo because its out of his control. Its very sad that maybe because we are african, we are considered ignorent and taken advantage of when it comes to such things, we know and will exercise our rights.