1 reviews | Active since Aug 2018
No medicine at all
I've submitted my script for my chronic depression medicine in March through on their portal. I'm now out of medicine for almost a week, and it's getting to me When I phoned they said nothing was received. I mailed it through to them and I've attached it again through the portal. I was told it will be handled immediately due to the fact that I have no medicine, but so far I don't see a notification that a claim was issued for my medicine. Who is going to pay my medical bills if I have a relaps due to their neglect. Pharmacy Direct usually send a mail out to say that the script is finished and a new one is needed. That way I could see if my script was not received, but they didn't even send out any notification and their what'app line is also no use, as you can't get through to an agent to assist. This is the first time that I've received such bad service from Bonitas or one of their partners
After my 6 called just to hear they don't have medicine in stock
At least Pharmacy Direct communicated with us via what's app in advance
After my 6 called just to hear they don't have medicine in stock
At least Pharmacy Direct communicated with us via what's app in advance
Thank you for reaching out and bringing this matter to our attention. I want to sincerely apologize for the distress and inconvenience you've experienced—especially when it concerns something as critical as your chronic medication.
I understand the seriousness of the situation and the frustration caused by the delay in processing your script, lack of communication, and the difficulty you've had in reaching support. This is not the level of service you should expect, and I assure you that we are taking your concerns seriously.
I’ve escalated your case to our pharmacy processing team for immediate review. We are urgently investigating:
- Why your script submission in March was not received or actioned,
- Why no notification was sent regarding your expiring script,
- The delay in action after your most recent re-submission,
While we work to resolve this, we will prioritize your script to ensure your medication is dispensed without any further delay. I will also follow up with you directly to confirm when the claim has been processed and medication dispatched.
Please know that your health and peace of mind are important to us. We are committed to ensuring this issue is resolved quickly and to taking corrective steps so it does not happen again.
Thank you for your patience and for alerting us to this service gap.
Regards
Marara Customer Experience Team
Thank you for reaching out and bringing this matter to our attention. I want to sincerely apologize for the distress and inconvenience you've experienced—especially when it concerns something as critical as your chronic medication.
I understand the seriousness of the situation and the frustration caused by the delay in processing your script, lack of communication, and the difficulty you've had in reaching support. This is not the level of service you should expect, and I assure you that we are taking your concerns seriously.
I’ve escalated your case to our pharmacy processing team for immediate review. We are urgently investigating:
- Why your script submission in March was not received or actioned,
- Why no notification was sent regarding your expiring script,
- The delay in action after your most recent re-submission,
While we work to resolve this, we will prioritize your script to ensure your medication is dispensed without any further delay. I will also follow up with you directly to confirm when the claim has been processed and medication dispatched.
Please know that your health and peace of mind are important to us. We are committed to ensuring this issue is resolved quickly and to taking corrective steps so it does not happen again.
Thank you for your patience and for alerting us to this service gap.
Regards
Marara Customer Experience Team