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Karen S

1 reviews | Active since Apr 2023

23 Apr 2023, 13:51

GEMS-Not processing documentation and severe lack of communication

I am most dissapointed and disgruntled in the poor service and feedback received by GEMS. My new membership application forms were sent to GEMS via email in the beginning of April. I received confirmation that my application was received (reference number ***). After waiting patiently and not receiving any communication or feedback from GEMS,I contacted the call centre on Friday, 21 April 2023,only to be told that my documents have not yet been processed. The application form clearly states that membership will be active as of the 1st day of the new month,which in essence should be the 1st of May 2023. Thank you to the kind consultant who forwarded my documentation to the membership department (reference number MH ***). This is completely unacceptable! The lack of communication as well as the fact that my documents have not even been processed as yet is infuriating. I WILL ensure that this matter is resolved during this week. A formal notification must be sent stating that my membership will be active as of the 1st of May. This experience has left a bad taste in my mouth and I will be expecting a phone call from someone in the membership department on Monday. The last reference number received is ***, apparently this is also my membership number. How is it possible to receive a membership number when my documents have not even been processed. I require clarity and the matter must be rectified immediately.

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KS
Karen S's update25 Apr 2023, 10:54
Reviewer Update
After my conversation with one of your consultants on Friday (reference number ***) ,call reference (MH ***), I have still not received any feedback from GEMS eventhough I was told that the matter has been escalated. I called again yesterday,24 April 2023,I had to explain my situation to 5 different consultants as your lines cut out after 10 minutes. The last consultant told me that my medical aid will only be active from the 1st of June 2023. How is this possible when I submitted my application on the 5th of April 2023? My original reference number (***) clearly indicates that my documentswere sent in on time and that there was enough time to process my application. I will not accept my medical cover only being active from the 1st of June 2023. I was also told that I can dispute the matter once my application has been processed. Who do I dispute it to when you are not allowed to speak to anyone of higher authority? You don't respond to emails and don't bother calling back. I am most frustrated and disappointed in your lack of service. I phoned again this morning,only to be told that you are offline. I WILL NOT ACCEPT MY MEMBERSHIP BEING APPROVED ON THE 1ST OF JUNE 2023. I WANT IMMEDIATE FEEDBACK FROM A MANAGEMENT MEMBER. THIS IS MY SECOND REVIEW ON HELLOPETER,STILL NO RESPONSE. My persal number is ***3 and my cellphone number is ***.