Poor service by GEMS

Hi

Last year on the 1st September 2021 my downgraded my GEMS medical aid option from Ruby to Emerald value. As per the scheme's rules I was advised that there will be a 4 months waiting period before I receive my accumulated savings as per the scheme's policy. The reason for this waiting period is that the scheme must give doctors an opportunity to present their claims if there are any. On the 31 January 2021 I enquired about my savings and I was told that I must wait for an additional month(28 February 2022) without any valid reason.

I then reminded the call center agent that my 4 months waiting period has lapsed. Furthermore I enquired about their payment runs and I was told that the first run is 12 February 2022 and the second one is on the 28 February 2022 which is the so-called payment date that I am supposed to wait for.

What baffles me is that why would should I wait for an additional month whereas my documents can be processed and payment can be effected on the 12 February 2022 as opposed to the end of February.

Your urgent intervention will be greatly appreciated.

Regards, Bongani Papo Cell :*** Membership number: ***