LANCET- THE VERY WORST CUSTOMER SERVICE ON THE PLANET

THE WORST SERVICE AND SOMETIMES EVEN RUDE STAFF. LANCET GETS minus 5 star from me I have been a victim of Lancet for 2 1/2 years. I have bloods done at least every 3 weeks and there is almost not a month goes by without a problem with my account. Fortunately I still have the energy to fight them but it really concerns me that there are many patients too Sick or without the means to even try and communicate. The worst part is that I have never owed money in my life before yet when one queries an account it is almost impossible to speak to anyone competent enough to handle more than basic queries. The administration is so bad that I wonder if management has ever considered how much time it takes to get through to the right person and the hours wasted by their own staff going round in circles. Yesterday I spent 8 minutes on the phone (no mention of how long it took to get through), after doing numerous security checks I was told that the person who I wanted to speak to was not answering- I could have told him that as the reason for my call was that the person was not answering and their email was bouncing back to me. I was promised a supervisor would call me back, nothing. I spent another 20 minutes on the phone today and was told the person would call me back immediately, well nothing so far! Then let me mention the countless unwanted sms I receive telling me I owe them money, on weekends, late at night. I have told them I only respond to proper emails with a statement and do not want to receive sms communications, unfortunately that has started again. I have also been handed over to debt collection and when I told them that the matter had finally been resolved, I never heard from them again. An agent once asked me if I had received a statement, when I tried to discuss what the problem is, she kept talking over me with “did you receive it “. When I finally said yes, the phone was disconnected

I don’t blame the staff, they probably get abused all day because their systems and processes are flawed. I have had some very helpful staff but they don’t seem to stay long, probably because the job is so stressful. Many of them have been poorly trained and do not have any authority to make any decisions. The call centre staff are not authorised to call you back, and when they say a supervisor will, they never do. Try and find a manager on their website, impossible. They only provide the call centre number. It’s impossible to find out where management sits- I wonder why? Finally after two odd years of battling every month, I finally got Discovery to explain to me that Lancet is sending my claims to them under a general ICD-10 code instead of using the pre-authorised codes. Lancet has always deferred me to Discovery to sort out the mess when it is in fact Lancet staff who are unable, badly trained, demotivated, who knows, to look up the exact code that is supp**** to them and match it with a particular blood test. The grind continues If anyone from Lancet responds to this with their typical template response, please note, I am only interested in dealing with someone senior