THEY DONT GIVE A ****...

The worst - most shocking service I have ever received in my 27 years of being an adult. In March 2019, I had to undergo an emergency life threatening procedure, the co-payment was paid and off I went into theatre. After 2 months I received a call from my gynaecologist requesting an outstanding fee. I then called my medical aid (Momentum Life) who immediately assisted me with a full detailed statement of what was paid and what was not. I could now proceed with my Gap Cover (Stratum).

Starting this process, it was explained that no additional payments will be due to anyone as this was a PMB and all outstanding fees will be covered by my Medical Aid Momentum, in a second round of payments. I waited another month and requested a secondary statement which showed all parties where paid in full (This was May 2019).

12 months later (1 YEAR) I get threatened with an SMS stating that legal action will be taken if we don’t settle this account soon and call this number. Shrugging it off as a possibly a ****, I ignored it. Until we were called and harassed for a payment of R 3000,02 – Shocked and unaware I had NO IDEA what they were revering to as no calls were ever received prior to this, No emails, No letters in the post, No Registered mail, No sheriff – NOTHING. (Still no proof of what step they took to notify us of this “outstanding” amount – prior to handing us over) We then explained that this was all settled IN FULL and the proof was sent through the very same day. Still the threats continued. (Possibly 10 people involved) After a month long of back and forth it was discovered that they were overpaid by Momentum and now owed ME an amount of R 1 500, 00.

To date not a cent has been paid back to us. Life Healthcare is quick to wrongly hand you over with no notification BUT cannot paid their own debts. The system was hacked then my emails were blocked, all sorts of excuses to buy themselves time. Eventually after my follow up email, they state that my husband was the main member and that they could not refund me, that he had to sign a consent form, to which we told them to then just pay the refund directly to him in order to speed things up. Esme, the lady we dealing with is not helpful in anyway, does not respond to emails when asked something and seems to run in circles and then the manager Rajen Shunmugam – cc’d into every email, has not once tried to call or make things better in order to escalate it or even assisting with the matter.

I also noticed there is an Automatic response on Hello Peter, which is absolutely impersonal and pathetic - it reads: “Hi, We are sorry to hear about your experience. We have shared your contact details and escalated this matter to hospital management and someone should be in touch soon. As this matter involves personal information and data, we cannot share any updates via Hellopeter. Please don't hesitate to contact us should you not hear anything.”

I rest my case Chantelle Pretorius