Bad Service

Dear Sir/Madam In September 2018 my wife was advised to get a blood pressure machine to monitor her bp. Her Doctor motivated and the bp machine was approved by Gems The machine was purchase at Clicks Pharmacy.After a week we found that the machine was defective as it was giving us fault readings,we decided to return it and take another blood pressure machine that was not a Clicks brand as we were not happy with the Clicks product. Clicks subsequently re-emburse the medical Aid (Gems ) the full amount. At the time an assistant at Clicks then advised me Veroval bp machine as in their opinion it was one of the best machines on the market. It costed R620. for the machine and because I was concern about my wife's health I paid for the machine All the paperwork was submitted to Gems so that they could re-emburse me However, after dealing with numerous consultants at Gems, phoning them,sending emails, going into their walking in Call Centre in Cape Town I was told in 2021 that the account was stale and that there was nothing that they could do for us. It was not if we did not do a follow up and even the supervisor at their Cape Town office slowed me that some of our emails was not even open and he promise to follow up.We continuously called him and nothing came of it. In January 2022 an Adrienne from complaints department, contacted my wife in connection with a another problem my wife was experiencing with Gems and she discussed our blood pressure machine problem with Adrienne. Adrienne kindly offered to to follow-up on the on the problem but after several attempts by her to get answers from Gems she contacted my wife in February 2022 to say that the Appliance Department said because we bought a more expensive bp machine they are not going to re -emburse us for the machine. Adrienne herself dealt with 4 Managers. This I don't understand, what we asking is only the portion the medical aid was prepared to pay for the bp machine. It is extremely exhausting dealing with this medical aid,as in my opinion, as a pensioner, I feel if I was being given a raw deal. I don't understand how they can say the account was stale when I submitted all the relevant documents on time,and not once, but several times and nothing has come of this. It is disappointing because of *********** people I now have to lose money that I can ill afford as I also have to provide for two unemployed children losing their jobs due to the Covid pandemic. I trust this matter will receive the attention it deserves.

HJ Le Breton ***