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SvdW
Stephanus van der Watt

1 reviews | Active since Mar 2010

15 Aug 2018, 17:30

GEMS: PATHETIC SERVICE - NO CUSTOMER CARE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

I paid two service providers myself, first one on 28/2/18 and second on 25/4/18. Despite numerous follow-ups and re-submissions there is no attempt from GEMS to assist, nor any feedback why payments were not processed. My complaint to ********** on 25/7/18 was never attended to and no response yet to ********** on 2/8/18. So much for customer care!!!

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Replies (2)
Gems (Government Employees Medical Scheme)
Gems (Government Employees Medical Scheme)'s reply16 Aug 2018, 09:03
Official

Good day

Thank you for the opportunity to respond to your concerns. In order for us to assist you, please send your membership number via private message.

Kind regards

The GEMS online team

SvdW
Stephanus van der Watt's update04 Oct 2018, 16:23
Reviewer Update
PATHETIC SERVICE - NO CUSTOMER CARE 2!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! My previous complaint refers and has not been resolved yet!! I paid a service provider (Dr JM Heckmann) R1400 myself on 28/2/18 and since then tried to claim the amount back - Several excuses from GEMS followed where they could not see relevant codes as the receipt was pasted over (done by GEMS staff themselves) and today I received a statement indicating code 67: Stale claim! - Could you please define "Stale claim" and if it is due to time lapse it is caused by GEMS themselves!!!! A couple of months ago GEMS without any notification from me amended my address as somewhere in Durban while I still live in Cape Town. GEMS (enquiries as well as complaints) was once again notified on 14/9/18 re wrong address and Dr Heckmann's account and STILL THIS IS THE RESPONSE I RECEIVE!!! THERE IS NO CUSTOMER CARE AT ALL!!!! PLEASE PROVIDE AT LEAST SOME CUSTOMER CARE!!!!