GS
George S
1 reviews | Active since Jul 2020
18 Aug 2023, 11:04
DO NOT CHOOSE MEDIHELP - INCOMPETENCE ON AN EXPONENTIAL UPWARDS TRAJECTORY
My second zero star review for this absolutely *********** medical aid provider in less than 6 months. If anybody reading this considers Medihelp as a medical aid provide, steer well clear. The only reason I am still with Medihelp, is because the whole industry is rotten to the core.
On 1 Aug 2023 I received this from Medihelp:
***0 SUBSCRIPTION ARREARS SET-OFF AGAINST CLAIMS CREDIT 2236.60 2236.***AMOUNT RECEIVED 3229.40 5466.***AMOUNT RECEIVED 2236.60 7702.***MEMBERSHIP FEE FOR JULY 23 -5466.00 2236.60
On 4 Aug 2023 I received this from Medihelp:
According to Medihelp's records your subscription account reflects an outstanding balance of R3229.40. As your membership is important to Medihelp, you are kindly requested to pay the outstanding balance within 14 days from the date of this letter in order to prevent the temporary suspension of your benefits. Should the amount not be received BEFORE ***8, or should any other subscriptions be outstanding at that time, Medihelp will unfortunately have no choice but to terminate your membership.
And then today I received a notification that my membership has been suspended.
So Medihelp, as my membership is so important to you, please explain to me:
A) How can my account be in arrears on 4 Aug when you as recently as 31 July deducted my membership fees for July, and there was still in excess of R2000 left on my account as reflected on the 1 Aug statement that you sent to me?
B) You see that "SET-OFF AGAINST CLAIMS CREDIT" in your statement - are you allowed to do this, i.e. you have owed me money since March this year, due to a previous "administration error", that took an incredible amount of effort from me to claim, let me say it again DUE TO YOUR ERROR. Where is my interest since March on this money, and what about paying me my hourly rate for sorting out your administrative errors - how does that sound (sounds fair to me!)
YET YOU HAVE THE CHEEK TO SUSPEND MY BENEFTIS, AFTER MOST LIKELY ANOTHER ADMINISTRATIVE ERROR ON YOUR BEHALF, AND EVEN IF DOES TURN OUT TO BE MY MISTAKE, YOU OWED ME MONEY FOR MONTHS WITHOUT APOLOGISING AND WITH NO COMPENSATION. YOU ARE PUTTING MY FAMILIES HEALTH CARE AT JEOPARDY. A MEMBER THAT HAS PAID HIS MEMBERSHIP FEES IN EXCESS OF R600,000 LOYALLY FOR THE LAST DECADE FOR VERY LITTLE IN RETURN. REMOVE YOUR "YOUR MEMBERSHIP IS IMPORTANT TO US" FROM YOUR CORRESPONDANCE - IT OFFENDS ME. YOU ARE THE MOST *********** ORGANISATION I HAVE DEALT WITH IN MY WHOLE LIFE - WELL DONE!
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Replies (9)0
Replies (9)
Medihelp's replyOfficial
18 Aug 2023, 12:39Dear Geotge S
Thank you for taking time to bring your complaint to our attention. The contents have been noted and we are currently investigating the matter.
The complaint will be responded to by one of our consultants.
Kind regards
Medihelp Customer Care
Thank you for taking time to bring your complaint to our attention. The contents have been noted and we are currently investigating the matter.
The complaint will be responded to by one of our consultants.
Kind regards
Medihelp Customer Care
Medihelp's reply18 Aug 2023, 12:39
Official
Dear Geotge S
Thank you for taking time to bring your complaint to our attention. The contents have been noted and we are currently investigating the matter.
The complaint will be responded to by one of our consultants.
Kind regards
Medihelp Customer Care
Thank you for taking time to bring your complaint to our attention. The contents have been noted and we are currently investigating the matter.
The complaint will be responded to by one of our consultants.
Kind regards
Medihelp Customer Care
GS
George S's updateReviewer Update
21 Aug 2023, 16:00It is George, not Geotge. Oh dear, it never ends.
GS
George S's update21 Aug 2023, 16:00
Reviewer Update
It is George, not Geotge. Oh dear, it never ends.
Medihelp's replyOfficial
22 Aug 2023, 06:19Dear George
Our apologies for the spelling error.
Kind regards
Medihelp Customer Care
Our apologies for the spelling error.
Kind regards
Medihelp Customer Care
Medihelp's reply22 Aug 2023, 06:19
Official
Dear George
Our apologies for the spelling error.
Kind regards
Medihelp Customer Care
Our apologies for the spelling error.
Kind regards
Medihelp Customer Care
GS
George S's updateReviewer Update
23 Aug 2023, 10:54Thanks for the letter Medihelp, but seems you respond quicker on hellopeter (which in itself is rather a sad state of affairs).
In your letter you say:
image.png 24.07 KB
And:
image.png 24.57 KB
I copy and paste from my original hellopeter post the 1 Aug statement that Medihelp sent me (with dates added that hellopeter auto edited out and with plusses and minuses added to make it easy for you, ok?):
10 July 2023: ARREARS SET-OFF AGAINST CLAIMS CREDIT +R2236.60 BALANCE +R2236.60
12 July 2023: AMOUNT RECEIVED +R3229.40 BALANCE +R5466.00
12 July 2023: AMOUNT RECEIVED +R2236.60 BALANCE +R7702.60
31 July 2023: MEMBERSHIP FEE FOR JULY 23 -R5466.00 BALANCE +R2236.60
Since my account has been in credit throughout the statement period, and that you successfully retrieved my membership fees for July in arrears on 31 July 2023 (as per your point 4 above), after which my account remains in credit on 1 Aug, and that the next time you will debit my account is on 31 AUG 2023 when you collect my Aug membership fees in arrears....please explain your point 10 above, please show me the debit balance that you are referring to in point 10.
Or did you get plus and minus muddled up, or debit / credit? Or was your statement you sent me on 1 August wrong - which one was it? And then you please apologise to me for the 2nd time in six months that you suspended my benefits due to your error.
Then pls understand the trouble you cause me when you make these mistakes, for example pitching up at a hospital / pharmacy and the person behind the counter tells you "sorry, your membership is suspended, you are not covered", and then you have to pay yourself, and then having to sort out Medihelp's mistakes to get your money back, and having to wade through layer and layer of Medihelp's incompetence in the process.
It just simply beggars believe that you can send me an unsympathetic (given the above) three page 14 bullet signed letter by Madeleen Bianco (subscription manager) and you do not check the facts. Instead, you state it as fact that, of course, this was my mistake.
As I mentioned, exponential incompetency, one mistake on another mistake on another.
In your letter you say:
image.png 24.07 KB
And:
image.png 24.57 KB
I copy and paste from my original hellopeter post the 1 Aug statement that Medihelp sent me (with dates added that hellopeter auto edited out and with plusses and minuses added to make it easy for you, ok?):
10 July 2023: ARREARS SET-OFF AGAINST CLAIMS CREDIT +R2236.60 BALANCE +R2236.60
12 July 2023: AMOUNT RECEIVED +R3229.40 BALANCE +R5466.00
12 July 2023: AMOUNT RECEIVED +R2236.60 BALANCE +R7702.60
31 July 2023: MEMBERSHIP FEE FOR JULY 23 -R5466.00 BALANCE +R2236.60
Since my account has been in credit throughout the statement period, and that you successfully retrieved my membership fees for July in arrears on 31 July 2023 (as per your point 4 above), after which my account remains in credit on 1 Aug, and that the next time you will debit my account is on 31 AUG 2023 when you collect my Aug membership fees in arrears....please explain your point 10 above, please show me the debit balance that you are referring to in point 10.
Or did you get plus and minus muddled up, or debit / credit? Or was your statement you sent me on 1 August wrong - which one was it? And then you please apologise to me for the 2nd time in six months that you suspended my benefits due to your error.
Then pls understand the trouble you cause me when you make these mistakes, for example pitching up at a hospital / pharmacy and the person behind the counter tells you "sorry, your membership is suspended, you are not covered", and then you have to pay yourself, and then having to sort out Medihelp's mistakes to get your money back, and having to wade through layer and layer of Medihelp's incompetence in the process.
It just simply beggars believe that you can send me an unsympathetic (given the above) three page 14 bullet signed letter by Madeleen Bianco (subscription manager) and you do not check the facts. Instead, you state it as fact that, of course, this was my mistake.
As I mentioned, exponential incompetency, one mistake on another mistake on another.
GS
George S's update23 Aug 2023, 10:54
Reviewer Update
Thanks for the letter Medihelp, but seems you respond quicker on hellopeter (which in itself is rather a sad state of affairs).
In your letter you say:
image.png 24.07 KB
And:
image.png 24.57 KB
I copy and paste from my original hellopeter post the 1 Aug statement that Medihelp sent me (with dates added that hellopeter auto edited out and with plusses and minuses added to make it easy for you, ok?):
10 July 2023: ARREARS SET-OFF AGAINST CLAIMS CREDIT +R2236.60 BALANCE +R2236.60
12 July 2023: AMOUNT RECEIVED +R3229.40 BALANCE +R5466.00
12 July 2023: AMOUNT RECEIVED +R2236.60 BALANCE +R7702.60
31 July 2023: MEMBERSHIP FEE FOR JULY 23 -R5466.00 BALANCE +R2236.60
Since my account has been in credit throughout the statement period, and that you successfully retrieved my membership fees for July in arrears on 31 July 2023 (as per your point 4 above), after which my account remains in credit on 1 Aug, and that the next time you will debit my account is on 31 AUG 2023 when you collect my Aug membership fees in arrears....please explain your point 10 above, please show me the debit balance that you are referring to in point 10.
Or did you get plus and minus muddled up, or debit / credit? Or was your statement you sent me on 1 August wrong - which one was it? And then you please apologise to me for the 2nd time in six months that you suspended my benefits due to your error.
Then pls understand the trouble you cause me when you make these mistakes, for example pitching up at a hospital / pharmacy and the person behind the counter tells you "sorry, your membership is suspended, you are not covered", and then you have to pay yourself, and then having to sort out Medihelp's mistakes to get your money back, and having to wade through layer and layer of Medihelp's incompetence in the process.
It just simply beggars believe that you can send me an unsympathetic (given the above) three page 14 bullet signed letter by Madeleen Bianco (subscription manager) and you do not check the facts. Instead, you state it as fact that, of course, this was my mistake.
As I mentioned, exponential incompetency, one mistake on another mistake on another.
In your letter you say:
image.png 24.07 KB
And:
image.png 24.57 KB
I copy and paste from my original hellopeter post the 1 Aug statement that Medihelp sent me (with dates added that hellopeter auto edited out and with plusses and minuses added to make it easy for you, ok?):
10 July 2023: ARREARS SET-OFF AGAINST CLAIMS CREDIT +R2236.60 BALANCE +R2236.60
12 July 2023: AMOUNT RECEIVED +R3229.40 BALANCE +R5466.00
12 July 2023: AMOUNT RECEIVED +R2236.60 BALANCE +R7702.60
31 July 2023: MEMBERSHIP FEE FOR JULY 23 -R5466.00 BALANCE +R2236.60
Since my account has been in credit throughout the statement period, and that you successfully retrieved my membership fees for July in arrears on 31 July 2023 (as per your point 4 above), after which my account remains in credit on 1 Aug, and that the next time you will debit my account is on 31 AUG 2023 when you collect my Aug membership fees in arrears....please explain your point 10 above, please show me the debit balance that you are referring to in point 10.
Or did you get plus and minus muddled up, or debit / credit? Or was your statement you sent me on 1 August wrong - which one was it? And then you please apologise to me for the 2nd time in six months that you suspended my benefits due to your error.
Then pls understand the trouble you cause me when you make these mistakes, for example pitching up at a hospital / pharmacy and the person behind the counter tells you "sorry, your membership is suspended, you are not covered", and then you have to pay yourself, and then having to sort out Medihelp's mistakes to get your money back, and having to wade through layer and layer of Medihelp's incompetence in the process.
It just simply beggars believe that you can send me an unsympathetic (given the above) three page 14 bullet signed letter by Madeleen Bianco (subscription manager) and you do not check the facts. Instead, you state it as fact that, of course, this was my mistake.
As I mentioned, exponential incompetency, one mistake on another mistake on another.
Medihelp's replyOfficial
23 Aug 2023, 11:32Dear George
The above contents has been noted and will be responded to by one of our consultants.
Kind regards
Medihelp Customer Care
The above contents has been noted and will be responded to by one of our consultants.
Kind regards
Medihelp Customer Care
Medihelp's reply23 Aug 2023, 11:32
Official
Dear George
The above contents has been noted and will be responded to by one of our consultants.
Kind regards
Medihelp Customer Care
The above contents has been noted and will be responded to by one of our consultants.
Kind regards
Medihelp Customer Care
GS
George S's updateReviewer Update
30 Aug 2023, 12:18I quote from another email update from Medihelp, and I highlight the important bid in bold from their email:
"The full amount raised for July 2023 amounted to R5 466,00. The credit of R2 236.60, as indicated in the above paragraph, was set off against amount due and the remaining balance of R3 229,40 became payable by you on 31 July 2023 and had to be received no later than 1 August. Consequently your subscription account did not indicate a nil- or credit balance on 31 July, but a debit balance of R3 229,40 was payable to Medihelp."
This is copied and pasted from a statement that Medihelp sent me:
12 July 2023: AMOUNT RECEIVED +R2236.60 BALANCE +R7702.60
31 July 2023: MEMBERSHIP FEE FOR JULY 23 -R5466.00 BALANCE +R2236.60
MEDIHELP, PLEASE EXPLAIN TO ME HOW YOUR STATEMENT ON 31 JULY 2023 INDICATES A CREDIT OF R2236.60, YET IN YOUR EMAIL YOU CLAIM THAT I WAS ACTUALLY IN DEBIT BY R3229.40. HOW IS THIS POSSIBLE?
You just ignored my previous correspondence, where I asked you the exact same question? You regurgitate that I was in debit. Maybe I was in debit, but do you then understand that your statement must have been wrong? I am just relaying the information that you provide me with and it is clearly contradictory.
The best is, in the same email (that relates to essentially a balance dispute), you state the following:
"A balance of R3 229,40 remains payable in respect of August 2023 and you are kindly requested to ensure that it is received by Medihelp no later than 1 September. Should payment not be received by this date, the automated recovery process will start and you will receive communication in respect of the outstanding balance due."
Unbelievable.
"The full amount raised for July 2023 amounted to R5 466,00. The credit of R2 236.60, as indicated in the above paragraph, was set off against amount due and the remaining balance of R3 229,40 became payable by you on 31 July 2023 and had to be received no later than 1 August. Consequently your subscription account did not indicate a nil- or credit balance on 31 July, but a debit balance of R3 229,40 was payable to Medihelp."
This is copied and pasted from a statement that Medihelp sent me:
12 July 2023: AMOUNT RECEIVED +R2236.60 BALANCE +R7702.60
31 July 2023: MEMBERSHIP FEE FOR JULY 23 -R5466.00 BALANCE +R2236.60
MEDIHELP, PLEASE EXPLAIN TO ME HOW YOUR STATEMENT ON 31 JULY 2023 INDICATES A CREDIT OF R2236.60, YET IN YOUR EMAIL YOU CLAIM THAT I WAS ACTUALLY IN DEBIT BY R3229.40. HOW IS THIS POSSIBLE?
You just ignored my previous correspondence, where I asked you the exact same question? You regurgitate that I was in debit. Maybe I was in debit, but do you then understand that your statement must have been wrong? I am just relaying the information that you provide me with and it is clearly contradictory.
The best is, in the same email (that relates to essentially a balance dispute), you state the following:
"A balance of R3 229,40 remains payable in respect of August 2023 and you are kindly requested to ensure that it is received by Medihelp no later than 1 September. Should payment not be received by this date, the automated recovery process will start and you will receive communication in respect of the outstanding balance due."
Unbelievable.
GS
George S's update30 Aug 2023, 12:18
Reviewer Update
I quote from another email update from Medihelp, and I highlight the important bid in bold from their email:
"The full amount raised for July 2023 amounted to R5 466,00. The credit of R2 236.60, as indicated in the above paragraph, was set off against amount due and the remaining balance of R3 229,40 became payable by you on 31 July 2023 and had to be received no later than 1 August. Consequently your subscription account did not indicate a nil- or credit balance on 31 July, but a debit balance of R3 229,40 was payable to Medihelp."
This is copied and pasted from a statement that Medihelp sent me:
12 July 2023: AMOUNT RECEIVED +R2236.60 BALANCE +R7702.60
31 July 2023: MEMBERSHIP FEE FOR JULY 23 -R5466.00 BALANCE +R2236.60
MEDIHELP, PLEASE EXPLAIN TO ME HOW YOUR STATEMENT ON 31 JULY 2023 INDICATES A CREDIT OF R2236.60, YET IN YOUR EMAIL YOU CLAIM THAT I WAS ACTUALLY IN DEBIT BY R3229.40. HOW IS THIS POSSIBLE?
You just ignored my previous correspondence, where I asked you the exact same question? You regurgitate that I was in debit. Maybe I was in debit, but do you then understand that your statement must have been wrong? I am just relaying the information that you provide me with and it is clearly contradictory.
The best is, in the same email (that relates to essentially a balance dispute), you state the following:
"A balance of R3 229,40 remains payable in respect of August 2023 and you are kindly requested to ensure that it is received by Medihelp no later than 1 September. Should payment not be received by this date, the automated recovery process will start and you will receive communication in respect of the outstanding balance due."
Unbelievable.
"The full amount raised for July 2023 amounted to R5 466,00. The credit of R2 236.60, as indicated in the above paragraph, was set off against amount due and the remaining balance of R3 229,40 became payable by you on 31 July 2023 and had to be received no later than 1 August. Consequently your subscription account did not indicate a nil- or credit balance on 31 July, but a debit balance of R3 229,40 was payable to Medihelp."
This is copied and pasted from a statement that Medihelp sent me:
12 July 2023: AMOUNT RECEIVED +R2236.60 BALANCE +R7702.60
31 July 2023: MEMBERSHIP FEE FOR JULY 23 -R5466.00 BALANCE +R2236.60
MEDIHELP, PLEASE EXPLAIN TO ME HOW YOUR STATEMENT ON 31 JULY 2023 INDICATES A CREDIT OF R2236.60, YET IN YOUR EMAIL YOU CLAIM THAT I WAS ACTUALLY IN DEBIT BY R3229.40. HOW IS THIS POSSIBLE?
You just ignored my previous correspondence, where I asked you the exact same question? You regurgitate that I was in debit. Maybe I was in debit, but do you then understand that your statement must have been wrong? I am just relaying the information that you provide me with and it is clearly contradictory.
The best is, in the same email (that relates to essentially a balance dispute), you state the following:
"A balance of R3 229,40 remains payable in respect of August 2023 and you are kindly requested to ensure that it is received by Medihelp no later than 1 September. Should payment not be received by this date, the automated recovery process will start and you will receive communication in respect of the outstanding balance due."
Unbelievable.
Medihelp's replyOfficial
31 Aug 2023, 10:25Dear George
The above contents has been noted and will be responded to by one of our consultants.
Kind regards
Medihelp Customer Care
The above contents has been noted and will be responded to by one of our consultants.
Kind regards
Medihelp Customer Care
Medihelp's reply31 Aug 2023, 10:25
Official
Dear George
The above contents has been noted and will be responded to by one of our consultants.
Kind regards
Medihelp Customer Care
The above contents has been noted and will be responded to by one of our consultants.
Kind regards
Medihelp Customer Care
GS
George S's updateReviewer Update
05 Sept 2023, 14:59So I eventually bought airtime and I phoned Medihelp (because they value me so much) to clear this up. Medihelp sends their clients a monthly subscription statement. (It appears that) the monthly statements randomly either brings the account balance forward from the previous month, or not (out of the last 4 statements they have sent me, two has the balance brought forward, two not).
So the conclusion then:
Medihelp expects their clients to correctly decode their account balance from the Medihelp random statement generating machine. Failure to do so will lead to immediate suspension of benefits, or even termination of contract.
NO JOKES! And the worst is, they know this. Yet they will continue to respond to me on email and HelloPeter that I am in the wrong, and in the same breath remind me of the next impending suspension / termination if I don't pay up. Or they will provide some extracts from the T&Cs to remind me of my obligations under contract etc. Of course, all because they value me so much.
So, I have asked Medihelp to apologize to me here on HelloPeter...
So the conclusion then:
Medihelp expects their clients to correctly decode their account balance from the Medihelp random statement generating machine. Failure to do so will lead to immediate suspension of benefits, or even termination of contract.
NO JOKES! And the worst is, they know this. Yet they will continue to respond to me on email and HelloPeter that I am in the wrong, and in the same breath remind me of the next impending suspension / termination if I don't pay up. Or they will provide some extracts from the T&Cs to remind me of my obligations under contract etc. Of course, all because they value me so much.
So, I have asked Medihelp to apologize to me here on HelloPeter...
GS
George S's update05 Sept 2023, 14:59
Reviewer Update
So I eventually bought airtime and I phoned Medihelp (because they value me so much) to clear this up. Medihelp sends their clients a monthly subscription statement. (It appears that) the monthly statements randomly either brings the account balance forward from the previous month, or not (out of the last 4 statements they have sent me, two has the balance brought forward, two not).
So the conclusion then:
Medihelp expects their clients to correctly decode their account balance from the Medihelp random statement generating machine. Failure to do so will lead to immediate suspension of benefits, or even termination of contract.
NO JOKES! And the worst is, they know this. Yet they will continue to respond to me on email and HelloPeter that I am in the wrong, and in the same breath remind me of the next impending suspension / termination if I don't pay up. Or they will provide some extracts from the T&Cs to remind me of my obligations under contract etc. Of course, all because they value me so much.
So, I have asked Medihelp to apologize to me here on HelloPeter...
So the conclusion then:
Medihelp expects their clients to correctly decode their account balance from the Medihelp random statement generating machine. Failure to do so will lead to immediate suspension of benefits, or even termination of contract.
NO JOKES! And the worst is, they know this. Yet they will continue to respond to me on email and HelloPeter that I am in the wrong, and in the same breath remind me of the next impending suspension / termination if I don't pay up. Or they will provide some extracts from the T&Cs to remind me of my obligations under contract etc. Of course, all because they value me so much.
So, I have asked Medihelp to apologize to me here on HelloPeter...
Medihelp's replyOfficial
20 Sept 2023, 08:52Dear George
The above contents has been noted and will be responded to by one of our consultants.
Kind regards
Medihelp Customer Care
The above contents has been noted and will be responded to by one of our consultants.
Kind regards
Medihelp Customer Care
Medihelp's reply20 Sept 2023, 08:52
Official
Dear George
The above contents has been noted and will be responded to by one of our consultants.
Kind regards
Medihelp Customer Care
The above contents has been noted and will be responded to by one of our consultants.
Kind regards
Medihelp Customer Care