URGENT COMPLAINT: No Response on Ex Gratia Application Despite Full Compliance

Dear GEMS Complaints Team,

I am writing to formally complain about GEMS’ continued failure to respond to my Ex Gratia application, despite the fact that I have comp**** with all requirements and submitted everything that was requested from me.

I have followed every instruction given by GEMS, submitted the necessary documents, and made repeated follow-ups requesting feedback. To date, I have received no response, no update, and no acknowledgment. This lack of communication is unacceptable.

What makes this situation even more distressing is that I am living with severe, ongoing pain as a result of my medical condition and surgeries, which GEMS is fully aware of and has on record. The Ex Gratia application is not a luxury—it is a necessity for my medical care and quality of life. The silence from GEMS has left me without support while I continue to suffer daily.

As a member, I feel completely disregarded. GEMS’ failure to communicate or provide feedback shows a lack of care and urgency toward one of its members who is clearly in need. I should not have to beg for feedback after doing everything correctly and in good faith.

I am requesting:

Immediate feedback on the status of my Ex Gratia application

A clear explanation for the prolonged delay and lack of response

Urgent intervention, considering the severity of my pain and medical condition

If this matter is not addressed urgently, I will have no choice but to escalate it further, as this ongoing silence is causing both physical and emotional distress.

I expect a response as a matter of urgency.

Yours sincerely, Refilwe Mvubu