Lancet accounts .ATT : CFO Marco Tognocchi

In Nove 2023 i was sent a statement reflecting a credit for April 2022. The only reason i came to know of it was due to us being in the self payment gap. I was asked to pay according to invoice not statement, which i have done . I was told that on the 8th Nov 2023 Discovery was contacted and the credit will be returned! I called Discovery and the had no knowledge nor was there any info captured. Discovery lancet account is balanced , how can they reverse any money back to their accounts.. after my first complaint i was given a reference number, guess what it doesn't work! I was told for the second time the Medical Aid is being credited( 22 January 2024) I asked for proof, still waiting. I asked for a statement from April 2022 and again I get a statement from Oct 2022. Why is this so difficult to get correct? It's absolutely painful dealing with Lancet ( no pun intended) Can we practice to be Ethical? It's so shocking for a company as large as Lancet to not be transparent. How does one get this correct? Just to be clear , my issue isn't paying the bill, just the principal behind it. Fair and transparent account information/ statement is what I'm requesting!