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JF
Judy F

1 reviews | Active since Aug 2023

30 Jun 2025, 13:38

Urgent statement for payment Ref: : M***8

I am the main member of my Bankmed medical aid. My partner was a dependent until 31 January 2025. There are outstanding balances relating to my partner, but I have made payment arrangements on the account since January 2025 (Payment ***). I've sent several emails requiring an updated statement that reflects my payments as well as the outstanding balance. I am receiving responses from the call center that I am not the patient or guarantor so I cannot get the statement. Which part of my emails does your company does not understand. I am the main member, and my partner is no longer a partner and is off my medical aid since Jan 2025. If I do not get an updated statement as soon as possible, I will be stopping all payments and will not be held liable for any outstanding balance on this account. This is absolutely unacceptable service from Lancet.

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Replies (3)
Lancet
Lancet's reply30 Jun 2025, 21:03
Official
Good Day Judy We’re sorry for the inconvenience caused and appreciate you bringing this to our attention. Kindly note that we have escalated your query to the relevant department to investigate and address. Your reference number is ***.  Regards, Lancet Laboratories.

Best regards,

JF
Judy F's update02 Jul 2025, 13:44
Reviewer Update
Dear Melanie Assokom Bitang. I just want to take this opportunity to say a big thank you for the prompt and efficient resolution of my query. It's a real pity that after reaching out to your call center multiple times, there was no resolution, and I had to go the hello peter route in order to get some assistance. Perhaps there should be an escalation process for the call center agents, if they are unable to assist instead of sending the same standard response each time, irrespective of the request. I have your details now and will come directly to you going forward as the call center approach was really a waste of my valuable time and was very frustrating. Thanks again for the assistance Melanie. Much appreciated.
Lancet
Lancet's reply03 Jul 2025, 09:10
Official
Good Day  Thank you so much for your wonderful review and for taking the time to share your experience with us. We’re committed to continually raising the bar in delivering diagnostic excellence.  Regards, Lancet Laboratories.

Best regards,