Ongoing Delay in Refund Following Deceased Member Notification

I initially contacted Medshield in December 2024 regarding the continued deduction of funds after my mother had passed away.

Since then, there has been an extended and unnecessary back-and-forth process lasting more than a year, during which additional documentation was repeatedly requested by Shane. All requested documents were eventually obtained and submitted. Despite this, Medshield required the deceased member’s ID to be officially stamped as deceased, notwithstanding the fact that a valid South African death certificate had already been provided.

In March, I submitted the stamped ID as requested and subsequently received confirmation that the refund would be processed within 14 days (presumably working days). It has now been well beyond that timeframe, and the refund has still not been received. Furthermore, there has been no communication or update from Medshield regarding the status of this matter.

I also formally requested that management contact me in March to address this issue. To date, I have not received any call or response.

It is deeply concerning that Medshield continued to deduct funds while fully aware that the member was deceased. Equally concerning is the excessive administrative burden placed on me to recover funds that should never have been deducted in the first place. The continued delay and lack of communication are unacceptable.

I request immediate resolution of this matter, including confirmation of payment and a clear explanation for the delay.