Under payment of consultation fees

On 24 October 2019, I called Gems to enquire about a consultation fee of R2200 a Doctor required upfront before treatment, if I called to ask if I can pay same and claim back from the medical aid. I spoke to Ms. Nompumelelo Pinana and the reference for the call is MAH***, Ms. Pinana indicated to me that, I have R4000+ available for consultation fees. I asked her if I can pay the R2200 required by the Doctor and claim a refund from the Medical aid and she confirmed that I can and she further stated that, to claim I should provide proof of acknowledgement for the payment from the doctor and proof of payment from my side, which has since been furnished to the scheme. On 18 December 2019 an amount of R567.10 was paid to my account as opposed to the R2200, I called GEMS to enquire about the under payment of fees and I was assisted by Themba Sibiya under Reference MAH*** . Mr. Sibiya indicated to me that standard rate of R567.10 is payable for consultation, and the scheme only paid the said amount because Dr. T Thobejane is a private doctor. I explained to him that before I considered the Doctor, I confirmed with the scheme (through Ms.pinana) if I should go to the Doctor and claim the R2200 afterwards and that I was advised that I can do it. Unfortunately, Mr. Sibiya was failing to accept the fact that there was a confirmation from Ms. Pinana that I should pay and claim back to the scheme, he (Mr. Sibiya) only re**** on the notes made by Ms. Pinana and not the telephone records of my conversation with her. On 18 December 2019 I wrote to gems requesting Payment of the remaining amount of R1632,9 which is an amount due and payable to me and/or the telephone records between myself and Ms.Pinana which serves as proof of the approval of the payment I made to the doctor. On 31 December 2019, I received a response from Gems, which I found as a delaying tactic as didn’t address the issues raised, it stated that GEMS can’t assist me because my email does not provide for my ID, persal number or Member number which I provided on 2 January 2020 and no response has come forth to date and their turnaround times is 3-7 days. This information is at their disposal as I was verified before they could help me, and the information is on the call references, which I included on my first mail. I request GEMS to pay the outstanding balance of R1632,9 which is due to me as promised initial before I paid the consultation fee.