GEMS stole my *******ly deducted my money from my account

I request your intervention on the issue regarding ******* money which was deducted by Government Employee Medical Aid Scheme(GEMS)

I have sent the termination letter to GEMS on the 03 August 2018. I was told that the medical aid will be terminated on the 30rd September 2018. I’m getting paid on the 15th of every month, I was told that although medical aid will be terminated on the 30 September, I have to continue with contributions on the 15 August and the 15th September. As a result I had to pay two medical aid as I was told that GEMS medical aid is paid in arrears, which is different from other open medical aid schemes.

On the 7th of November after receiving the payslip, I established that the GEMS have deducted two contributions from my payslip. I immediately sent them an email, of which they never responded to. A follow-up email was then sent on the 08 November 2018 and no one responded too. I only received a call yesterday , the 14th November from Lenah Mdakane who is a Credit Controller at GEMS apologising about the deduction. She advised that collection is done by another company therefore it will take a while for me to get the money refunded. I informed Lenah that their process and procedures have to be abandoned this time, what I need is my money to be in the account on the 15th November as I have scheduled debit orders on the date. She finally requested my banking details. To my dismay she confirmed all my details except the “type of the account”. She said when this was captured by GEMS, they erroneously captured “Savings account” instead of “Cheque Account”. On the 28 July 2015 (Email attached), I have sent the medical aid scheme forms and documents to update the new account.

I then received a call from her manager 'Patrick Lebeya' who made it clear that he is not going to consider my request to have the money paid into my account on the 15th November regardless of the inconvenience this is going to have on my credit record as the debit orders will be returning unpaid. Patrick told me that I have to provide to him the FICA documents, which mean I now have to take a day off, go to the bank for bank statement, make copies of all the documents and make sure that they are certified before he can release my money which was ****** from my account by GEMS.

As I’m sitting now I have suffered a great loss emotionally. Having to pay two medical aid in September have shaken my finances hugely and now I am unable to cover the current debit orders and cannot access credit because according to my payslip, my salary has been reduced drastically.