STILL AWAITING REFUND

<p>After loads of emails sent to GEMD, as well as a multiple phone calls made, I’m at the point where I don’t know what to do anymore. On 29 March 2016 we made a payment out of our pockets to our paediatrician for services rendered. This claim was sent to GEMS on 28 July 2016, which was within the allowed period as per extract below and as well as confirmed with the call center.</p> <p>· “Claims must reach the Scheme by the last day of the fourth month following the month in which the service was rendered. For example, if the service is rendered on 15 February 2014, the claim must reach us by 30 June 2014"</p> <p>After receiving no payment from GEMS, we followed up on this and was informed that GEMS went and paid the paediatrician AGAIN, even though my email clearly stated that the account was paid by the member and subject line also indicate that member should be refunded (this is not the first time we had to do something like this, so know the drill by now).</p> <p>The first call centre agent we I spoke to indicated that he will request for a reversal of the payment to be done and the money to be paid back to us. To date….NOTHING… I don’t know how many time I’ve spent on this already. Every time I call it seems like I’m getting nowhere. The call centre agents are not of much assistance, and basically don’t seem to even know what to do. At one point one indicated that the stale dept is handling the case and it may take months for them to give me feedback…after waiting months – the other call centre agent basically just confirmed, what I already suspected…nobody is attending to or even bothering to attend to my query.</p> <p>It seems as if all the emails you send is just being ignored….nobody can give you a number that you can contact to speak to somebody that actually knows what’s going on .</p> <p>One call centre agent even basically told me that there’s a 99% chance that I won’t be getting my refund. HOW IN THE WORLD IS THIS POSSIBLE? Why should we now suffer, because someone at GEMS couldn’t do their job properly?????????</p> <p>This is basically the same email I sent to their complaints department about a week ago, however, no response as usual.….any communication from GEMS will be appreciated, because so far nobody even tried contacting me or assisted in any way.</p> <p>REF no of last call: MH ********** 6</p>