billing problems and threats
<p>i have been with medihelp for over 3 years. I started having problems when my child was born in August of last year. from accounts not being paid to struggling to register her. i was so sick and tired with dealing with them that I cancelled with them in November. i phoned them and everthing was cancelled ecs. now 3 months later I get threatning telephone calls on my work phone that I need to pay them more money for savings that was over paid ecs and that if I dont pay it they will hand me over. it does not even sound that they know whats going on. this was exactly why I cancelled with them. never again!!!!!!!!if they donot get their stuff together they will loose alot of business. </p>
Dear carissa-ferreira
Thank you for writing to us.
Your complaint was referred to our credit control department for investigation and a consultant will contact you in this regard.
Kind regards
Medihelp Customer Care
Best regards,
Dear carissa-ferreira
Thank you for writing to us.
Your complaint was referred to our credit control department for investigation and a consultant will contact you in this regard.
Kind regards
Medihelp Customer Care
Best regards,
Dear carissa-ferreira
Medihelp received an email request, which included a copy of your newborn baby’s birth certificate, to register your baby as a dependant, on 27 September 2016. Medihelp responded with a letter dated 29 September 2016 informing you that the registration could not be finalised without the completed official documents. As confirmed in Medihelp’s letter, the baby was registered but marked as an “inactive” dependant, pending the receipt of the outstanding document. It was also confirmed in this letter that your monthly subscription fees would be adjusted to include the extra dependant and that, should you decide not to continue with the registration of the dependant, the additional subscription fees charged, would be paid back to you.
Medihelp’s Rules stipulate that newborns should be registered from the date of birth and the subscription fees for a newborn shall increase from the beginning of the calendar month following the month of registration. Your baby was born on 1 August 2016 and the increased subscription fees was payable from 1 September 2016.
Medihelp submits debit order requests to financial institutions on the 23rd of each month. As your request to add your baby was only received on 27 September 2016, it was not in time to include the additional subscription fee for the baby in the debit order request sent on 23 September 2016. This resulted in your subscription fees regarding your baby being in arrears.
A system generated letter and SMS was sent to you on 4 October 2016, informing you that your benefits would be suspended if the arrears subscription is not settled within 14 days and that your membership would be terminated. The request to pay the outstanding fees was not adhered to and your membership was temporarily suspended.
On 18 October 2016 you requested telephonically that your baby’s registration date should be changed to 1 November 2016, which would result in the baby’s claims prior to this date not being paid, once the membership was activated again. Unfortunately, the implications of the amended registration date of the baby was not explained to you during this conversation.
On 4 November 2016 you telephonically informed Medihelp that you were going to pay the arrear subscription amount but that the baby should be registered from date of birth and that the unpaid claims should be resubmitted for payment.
It was then that Medihelp realised that the baby’s subscription fee for September 2016 was never charged. You were immediately informed about this telephonically.
The completed application form to register your baby was received on 21 November 2016, where-after her membership as a dependant was activated from date of birth. The unpaid claims were resubmitted and processed according to the benefit structure of your chosen benefit option.
Your membership was terminated on 30 November 2016 on your request. The difference between the amount processed from your credit facility in your medical savings account and your actual savings contributions were set off against each other and resulted in an amount payable by yourself.
According to our records the amount owed to the Scheme comprises of your unpaid subscription fees for the baby as well as a debit on your savings account.
You are kindly requested to contact Michelle Dewrance at the Scheme to arrange for payment of the outstanding amount.
Kind regards
Medihelp Customer Care
Best regards,
Dear carissa-ferreira
Medihelp received an email request, which included a copy of your newborn baby’s birth certificate, to register your baby as a dependant, on 27 September 2016. Medihelp responded with a letter dated 29 September 2016 informing you that the registration could not be finalised without the completed official documents. As confirmed in Medihelp’s letter, the baby was registered but marked as an “inactive” dependant, pending the receipt of the outstanding document. It was also confirmed in this letter that your monthly subscription fees would be adjusted to include the extra dependant and that, should you decide not to continue with the registration of the dependant, the additional subscription fees charged, would be paid back to you.
Medihelp’s Rules stipulate that newborns should be registered from the date of birth and the subscription fees for a newborn shall increase from the beginning of the calendar month following the month of registration. Your baby was born on 1 August 2016 and the increased subscription fees was payable from 1 September 2016.
Medihelp submits debit order requests to financial institutions on the 23rd of each month. As your request to add your baby was only received on 27 September 2016, it was not in time to include the additional subscription fee for the baby in the debit order request sent on 23 September 2016. This resulted in your subscription fees regarding your baby being in arrears.
A system generated letter and SMS was sent to you on 4 October 2016, informing you that your benefits would be suspended if the arrears subscription is not settled within 14 days and that your membership would be terminated. The request to pay the outstanding fees was not adhered to and your membership was temporarily suspended.
On 18 October 2016 you requested telephonically that your baby’s registration date should be changed to 1 November 2016, which would result in the baby’s claims prior to this date not being paid, once the membership was activated again. Unfortunately, the implications of the amended registration date of the baby was not explained to you during this conversation.
On 4 November 2016 you telephonically informed Medihelp that you were going to pay the arrear subscription amount but that the baby should be registered from date of birth and that the unpaid claims should be resubmitted for payment.
It was then that Medihelp realised that the baby’s subscription fee for September 2016 was never charged. You were immediately informed about this telephonically.
The completed application form to register your baby was received on 21 November 2016, where-after her membership as a dependant was activated from date of birth. The unpaid claims were resubmitted and processed according to the benefit structure of your chosen benefit option.
Your membership was terminated on 30 November 2016 on your request. The difference between the amount processed from your credit facility in your medical savings account and your actual savings contributions were set off against each other and resulted in an amount payable by yourself.
According to our records the amount owed to the Scheme comprises of your unpaid subscription fees for the baby as well as a debit on your savings account.
You are kindly requested to contact Michelle Dewrance at the Scheme to arrange for payment of the outstanding amount.
Kind regards
Medihelp Customer Care
Best regards,