Shocking Service from GEMS, Medscheme Membership Dept

Item: Medscheme
Rating: 1
Author: Carol J

I sent Medscheme Enquiries an email on the 19/1/2019 @ 10h25 requesting my membership to be cancelled. I attached a formal and signed letter indicating CLEARLY MY MEMBERSHIP PLAN AND NUMBER. Today, I received an email from GEMS Enquiries, Medscheme asking for my membership number so they can expedite the cancellation. This display and lack of attention to detail from the member is shocking. Should my membership cancellation carry over to another month due to inefficiency, I will proceed with legal action. It takes GEMS, Medscheme 5 days to action emails. Shocking turnaround time. I would like this investigated immediately and if I am asked again for my membership number, I will escalate to the Principal Officer of GEMS. Mr Pedersen, CEO of Medscheme, can you please advise on the incompetency of the membership staff to avoid this irritating process whereby agents do not read emails.

MEMBERSHIP PLAN: EMERALD VALUE MEMBERSHIP NUMBER: ********** 80 (FOR THE THIRD TIME)

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Replies (2)

Medscheme's replyOfficial

24 Jan 2019, 14:29

Good day Ms. Jones

Thank you for submitting a comment to us through Hello Peter.

This is to confirm that we have received your comment and that we are currently investigating this matter.

Our representative will be in touch with you shortly to discuss this matter and ensure that it is speedily resolved.

Kind regards
Medscheme Team

Medscheme's reply24 Jan 2019, 14:29

Official

Carol J's updateReviewer Update

30 Jan 2019, 17:27

I received another email from Medscheme asking for my membership number.However,I did receive a call/voice message and an sms from Medscheme stating my membership will be cancelled.I think the back office process needs to be reviewed to avoid this frustration to members.I am grateful for the call and subsequent voice message and sms sent by Medscheme.

Carol J's update30 Jan 2019, 17:27

Reviewer Update