Unprofessional/No compassion/UNACCEPTABLE service

The most unprofessional business i have every had the displeasure of having to deal with. I can name maybe 10 members of the staff that have given me the run around and promised me the world only to not even bother returning a call.

My Dad is 82 and on the top plan (with my Mom). He has been on the same medical aid for over 50 years (even if the medical aid has changed hands/merged) . He has never missed a payment, he has always been on their top option and has never requested a downgrade....

He has no income due to lock down. He cashed in his pension to pay his staff. We requested to downgrade his plan. It was rejected. I appealed this decision and I sent in bank statement which clearly shows he cant afford the exorbitant fees - but still rejected. Where do they think he must find R15800 a month from with no income and having cashed in his pensions? Where?

I was then contacted by a lady called Alesha Le Roux (she at least has attempted to assist me - although still waiting for her to return my call today) on the 18th of May to say the scheme had come back and we could downgrade (but only btw 2 options the scheme had recommended). I put in a 3rd appeal (as we chose the plan we did based on affordability) -

To my surprise received an email from Danica Nel yesterday stating the 3rd appeal was rejected and we couldn't downgrade at all? Really? So we could, but now we cant? And then some line in her email that said the are compassionate and have to care about the collective - oh ok, so losing a member all together makes more sense than retaining one? Its basic maths, its not complicated. But it would seem the scheme is ok with letting an 82 year old member have his debit order returned and have no cover during a pandemic. I rep**** to Danica asking why i was told we could downgrade by Alesha - but now we cant - to date no response. I called to speak to Danica, she didn't take my calls, so left messages - no return call. I then called Alesha and she confirmed that yes, she had it in writing from the medical aid that we could downgrade to the option selected by the scheme (whilst this isnt the option we chose we have no choice cause at least it is cost saving). She said she would get back to me today and has not - granted this was only today - but i do expect better.

I understand the rules - but we were told that when their are exceptional circumstances (a world wide pandemic and a country going into lock down are not exceptional circumstances according to you) and member can prove they cant afford - they can downgrade - we proved this. We explained.... yet rejected? Why even have the option to apply for a downgrade during the year if you cant get one? Whats the point? I have complained on their "tell the chairman" - no even an acknowledgment of my complaint. So clearly this is just a clever marketing tool - and the chairman never sees these. In my humble opinion - this is the most un-compassionate, unprofessional business i have dealt with to date. Calls, messages and emails go unanswered (i have proof of all of these). No one seems to know what the next is doing or what is going on. We were told if we could prove we couldn't afford current option, we would be allowed to downgrade. Then we were told we could but now we cant?

I will be taking this further, i will not sit by when a company we have been loyal too isn't willing to assist us in unprecedented times.