No Assistance, No feedback just Poor Service

In September I received an sms from my optometrist regarding unpaid funds from May. I made a follow-up with GEMS and was told that the money was paid directly to my bank account and they gave the account number which they used, unfortunately that account number was no longer mine. I went to the bank to find out if I can be able to reverse the money from that account and unfortunately I was unable to and they were also not allowed to give me the details of the account holder but they did mention that it was a Family club account and the money was there it reflected, the bank advice that the only person who can reverse was GEMS finance dept.

I sent GEMS an email on the 13/10/2017 explaining what transpired from the bank and requested them to reverse the money from their side. On the 31/10/2017 I made a follow-up and they responded on the 01/11/2017 that the finance department is still investigating. On the 05/12/2017 I made another follow-up wanting to know when are they going to reverse make a payment to the right doctor and till today (15/01/2018) I am still waiting.

It is really frastrating because I had to make an arrangement with the doctor so I can pay her back to avoid being taken to ITC regarding non payment.

You are my last hope to assist me with this problem.

My details are: Hlengiwe Maifo Medical aid number: ********** 03 ID nr: ********** 297089 Cell nr: ********** 826