GEMS BURY THEIR ADMIN FAULTS AND CUSTOMER MUST PAY

Good day

GEMS FEEDBACK ON THEIR MISS PLACEING OF PAYMENTS "Dear Mrs IEA Myburgh HP Complaint- Irene Myburgh- *** We acknowledge receipt of your Hello Peter complaint. We forwarded the complaint to the Schemes contracted administrator for Contributions and Debt department (Medscheme C&D), who confirmed the below: • On 28 May 2023, two payments with the same amount of R3,541.00 were received via the bank statement. • The payments were both allocated to your membership number *** due to similarities in reference numbers and amounts. • Due to the double deduction, you had a credit balance/refund of R4,612.00. • The refund was due to overpayment of contributions and the R3,541.00 that was incorrectly allocated to you. • You were refunded R4,612.00 in February 2024. • The correct member came forward in June 2024 and stated that she made a payment in May 2023 and payment was traced and allocated correctly. • From the above-mentioned oversight, you had arrears of R3,301.00 and you agreed to enter into a payment arrangement of R551.00 for 6 months starting September 2024. We apologise for any inconvenience this may have caused. Please be assured that we are taking steps to improve our processes to avoid any delays. We trust that you find the above in order."

I am a member of GEMS since 1/12/2006 and never were my medical suspended until now. This is due to a wrong allocation done by GEMS. I mean a wrong allocation a year back is only pick up now. I did get a refund I do so every year. So, I did not think anything of it when I received a refund in 2024.

I had to beg, borrow to get enough money to pay the R3301,00, before the suspension were lifted.

My question is now so GEMS can make arrears, but it will come back to the consumer. Which is wrong for me why must I be penalize for GEMS which made a wrong allocation.

I would like to have the amount I had to come up with in 4 hours be paid back to me and then GEMS take the lost or the employee who made the wrong allocation. How else will they learn. GEMS keeping making mistakes and then the consumer must pay.

I kept getting R0,00 balance through 2023 and 2024 from GEMS and now suddenly (30 Sept 2024) I am in debit, and I must pay the outstanding balance. On 30/6/2023 I was R1452,00 in credit. I always pay more than I must and then get a refund in the next year. I also mean my track record is clean with GEMS with my payments since 2006 until now.

Hope to hear from you soon

Thanking you in advance.