Health Works Accounts

I would like to raise a concern regarding the very poor communication and lack of service from Healthworks. I received an email from Healthworks about a short payment on my medical aid account for services rendered. I responded via email and clearly advised that I would settle the outstanding amount at the end of June. However, after that, I received an SMS and made a follow-up call, only to be told that the consultant I was previously communicating with no longer works at Healthworks. This was never communicated to me. I was also informed that the email address I had been using is now closed. What is completely unacceptable is that:

No notification was sent to inform clients that this agent had left the company No alternate contact details were provided No auto-response email was set up to redirect queries to a new consultant No one is monitoring or following up on emails sent to that address

This means that Healthworks has effectively lost communication with clients who are still trying to engage using those contact details. As a client, this creates frustration, delays, and a lack of trust in your service. Proper handover processes and communication are basic expectations in any professional organization. I request that Healthworks urgently improve their communication processes and ensure that clients are not left without support when staff members leave.