Disappointed

I am a bit disappointed to write such an email to GEMS in regards to such a petty matter. I have been using GEMS for ages and always got an excellent service but recently I got a rude awakening. In January 2017 I requested for an adult dependent to cancelled from the medical aid. I made numerous calls after realising that the money was still being deducted from my salary. Fast forward 6 months later and after many calls and correspondences, a letter was sent confirming the cancellation. I requested for a refund to be made since I requested the cancellation to be done earlier and was told to submit the three months bank statement, proof of residence, and my Id copy.

All those documents were sent on the 5th of September 2017 and I got a text notifying me that the query was being processed and was told to call again on 12th of September 2017 to make a follow up. I called and was told that my documents were still outstanding and needed to resubmitted so that my refund could be processed. My reference is MH ********** 4.

Kindly assist as I am getting frustrated since the whole process has been dragging for over 6 months now. I am really disappointed and never thought that GEMS staff could be so ***********.

Membership number: ********** 81