WORST SERVICE.

I recently interacted with Bisham, Nompumelelo and Ignatius, regarding my online profile showing a R5632 outstanding balance at the time. Bisham went through my profile and confirmed all payments are up to date and he will send a request to the admin/finance department to amend the outstanding amount online. A few days passed and the same amount was still reflecting. I then initiated a live chat and spoke to Nompumelelo, who wasnt very helpful and I advised I would call in. Due to the long hold inbetween calls, I emailed and explained the entire situation and provided bank details and an agent by the name of Ignatius Mthetwa advised me that there is an amount outstanding for the month of May, but my bank statement for May shows a successful. Ignatius then advises that the contribution was reversed RECENTLY. Now I firstly need to understand IF this is the case, why is there no department at Keyhealth managing this and actually notifying members. God forbid I had an emergency and was turned away from private care. I advised Ignatius the following; RE: ***

Thank you for your email, to assist clearing the matter.

Please find attached bank statements; On page 3 - The debit order is reflecting on 26th May with reference Keyhealth S *** C378238 On page 6 - The debit order is reflecting on the 26th June with reference Keyhealth S *** C390754 On the 6th August I made a payment of R5632 for the months of July and August and again on the 24th October an amount of R5632 for September and October. Yesterday 4th November, I made a payment of R2816 for this month of November. Kindly adjust the 'outstanding amount' field online, as this proves my medical aid is paid on par, thus far for the year. Feedback from Ignatius: Please note that you are still outstanding 1 months contribution for the month of June 2020 as the bank has sent us feedback for the debit order for June 2020 deducted 26/05/2020 has been returned as unpaid. We have only received this feedback at the end of October. Email to Ignatius on the 5th November; How is this possible though? For Debits to run in May/June and be returned recently? Returned by who? Because according to me, my membership is up to date.. and now you are saying the cash has been returned recently. So the question is, returned by who? The medical aid or bank? Because I don't have any reversal requests processed on my bank account for Keyhealth. Please advise

I have since not received any feedback from Ignatius. Currently online it reflects that I have an outstanding amount of R8590 and I also received an sms a few minutes ago advising; KEYHEALTH: due to non-payment of contributions your benefits will be suspended if no payment is received within 3 days. Contact client services on ***. Now can someone please explain to me how to deal with this? I have a procedure in-hospital on the 19th, now I need to deal with this? I need urgent feedback on this please.