DISGUSTING PATHETIC SERVICE!

I joined Bonitas Boncap the 1st of December 2025 and since then I have only had problems.

I would like to lay a complaint against Bonitas/Marara Pharmacy.

For the first two months I have received my chronic medication for diabetes type 2 via Marara Pharmacy, but the 3rd month (now) I have had a problem. After I did not hear anything about my delivery of my medication, I checked their website and saw a large outstanding amount on my account. I phoned them numerous times until I got an answer (which took me 3 days). They confirmed it was a fault on their side, but also that my Metformin XR 1000mg x60tablets, will not be delivered because it does not have authorisation from Bonitas. I couldn't understand this, because I have been on medication for 2 months with no problems. They told me that they would have to contact Bonitas and get authorization for these tablets before they can send it to me. This whole conversation was the 16th of February 2026. The agent informed me that they will provide feedback to me on Wednesday, the 18th of February. I informed the agent that this is a very urgent matter as I only have a few days of tablets left and can't go without it, thus the conversation was concluded and I waited for feedback.

Today. Friday the 20th of February I have still not received any communication from them. I called about 7 times between Bonitas and Marara Pharmacy. I got a hold of Bonitas first, which informed me that the medication is authorised and they have no idea what is going on with Marara Pharmacy, I should call them. Which is then what I did. I spoke to someone at the pharmacy telephonically, who informed me the medication is not authorised and that he will call Bonitas to check with them. Once again, he said he would provide feedback on Monday, the 23rd of February 2026. I told him very sternly that my medication is only going to last for 3 days, and he said I should wait for feedback and he can't tell me how long it will take.

Next I contacted Marara's whatsapp line to see if an agent there would be able to help. I spoke to an agent, whose name is BOHLALE MATHISONE on whatsapp, which very rudely cut me off mid-conversation after I wanted feedback regarding this matter.

I do not think any of these people are suitable to even be doing this job that they are in, because they have absolutely no idea what is going on in their job. They have no idea about chronic conditions and what could be life threatening as in my situation. I will not even bother contacting them further, because literally no one can help me.

I would now have to go buy my medication in cash, because I can not survive without my tablets, it regulates my blood sugar and without it anything bad can happen. This is now my only option. I refuse to let this go and let this be, as I can not fathom how many other people are suffering because of this medical aid and its pharmacy. I could just as well not have medical aid and go to the public clinic.

Last week when this problem started, I cancelled my membership and immediately joined Discovery again, because I can not struggle like this every single month. I have even gotten a Pathcare bill because Bonitas does not want to pay them. I pay R2545 every month for me and my dependant, for absolutely disgusting service!