Medihelp gives poor customer experience by overcharging

My daughter joined Medihelp as a second year student in Oct-23. Her student premium is R895. Medihelp claims to have sent emails to members requesting proof of student registration in Jan-24. On 03-05-2024 they deducted R2895. We called on the 03-05-2024 to query why the premium was increased and it was explained that we never sent confirmation of the proof of student registration for 2024 and we will be help liable for the premium deducted on 03-05-2024. We confirmed we did not receive any email or sms requesting this proof. It was then confirmed that the email that was used was incorrect. Even though they used the incorrect email, it did not return as invalid, according to the consultant, and thus they did not send an sms. I chatted to Dayalin (Call Centre Supervisor) on Friday, 03-05-2024. He said that he would escalate the matter as urgent, investigate from their side and would get back to me. I immediately tested the email and i got confirmation that the email they confirmed using did send an invalid email confirmation to me which means Medihelp's systems should have picked it up as invalid and then trigger an email requiring proof of 2024 student registration, which they did not do. I confirmed that the email they used was not on my daughters profile and was not my personal email that was used for the registration. I called back on Wednesday 08-05-2024 (Louise) who confirmed it was escalated by Dayalin and i should get feedback on the 08-05-2024 or latest 09-05-2024. It is currently the 12-05-2024 and i have not yet received any feedback. Based on my investigation the problem seems to be with the email that Medihelp sent the communication with and they have still not confirmed where they got the email from. This seems to be their fault and thus i believe the over charge and bank changes should be refunded.

A friend of mine is actually sitting with the same issue and has also not received any feedback or assistance.

If any feedback is given, please ensure to communicate with me, the parent, as i am paying for the account as she is a student.