**** SERVICE FROM KEY HEALTH MEDICAL AID

My mother has been on this medical aid for over 30years and has been paying the premiums all along. She went on pension in 2012 due to health issues and the employer pays they portion and she arranged with the bank to have a stop order done for them every 25th of the month.Since 2017 she has been experience issues of being suspended for no reasons. However ever time I call to find out the issue they will advise its been sorted and so on. This year 2018 my mother who is 72 years of age had to driver to her ex-employer to find out what is happening on the part of they contribution and the showed her proof that they have been pay they part. Then she was advised that she need to pay R400 odd as the premiums have gone up, of which she did. and on the 25 January R5027 was taken from her account and she has been suspended again. However she only find out when she went to get her medication at the pharmacy that she is suspended AGAIN!!! She advise me as her daughter that may I find out what is happening as she has paid, so I called on REF : ********** 68 and was told that she owes and I argued that as I know that her premiums has been paid. The lady I spoke to advised that she will call back my mother at 12:00 on the 19th and that never happened. So called back and spoke to a lady called Zandile with ref: ********** 99 and she send me a statement that I took to my mother that really did not make sense at all as on the OUTSTANGING part there no amount. Called again 22th Feb and I had to explain to the lady that my mother has a stop order and she advised that a mail has been send to her for her payment to be done on the 7th of every month,so I advised the lady that will not be possible as she gets paid on the 25th of every month and stop order is for the same month and the was under ref: ********** 56 and she advised that my mother must arrange a debit order instead and send to ********** with a letter from the bank that proves that she is the account hold. Today again called &I have my mother on the line and spoke to a lady who put us on hold after saying the same thing for week now and she came back with the fact that they need to put my mother on an advanced paid premium since she pays on the 25th of the month and she came back with some story.Then I requested to speak to a manager and I was give a team leader by the name of Johan Vlok who was so rude interrupted me every time I was explain the issue at hand, he said well it is not they problem as the sent a mail on the 19th and have had no feedback. So I asked him since my mother is older does not spend her time looking at emails or logging in ,why was a phone call or an sms not sent .He rudely said that is not part of the job and I said you are very rude and I am going to report them to medical aid ombudsman.As I write this complain my mother needs her insulin and medication and they just do not care.So my mother has a medical aid that does not care for they member after being a member for over 30 years and her permuims are paid to date as medical aids are paid in advance .I am so livered as if something happens to my mother due to them not checking they payments .I am so worried and anger for the poor service and empath being shown to my mother.