Mellins i-Style Head Office- Formal Complaint Regarding Harassment and False Billing Claim

I am writing to formally lodge a complaint regarding the continuous harassment I have experienced from Mellins head office staff concerning an alleged outstanding amount of R608.50.

I have repeatedly been contacted since May 2025 by their team, despite having provided proof from my medical aid confirming that the amount in question was fully paid in September 2024. My medical aid sent me a statement clearly reflecting that no amount is due to Mellins. I forwarded this proof and statement to Mellins Head Office, yet the harassing calls continued.

On 3 July 2025, I received yet another call and decided to contact the Head Office myself. I was assisted by a gentleman named Alex, who rudely insisted that I owe the R608.50 and claimed that their office received communication from my medical aid instructing that the amount should be paid out of my own pocket. He further alleged that the instruction came from the Southgate branch and that the amount had supposedly been reversed in January 2025.

Following this, I contacted the Southgate branch and spoke with Nxobekazi, who confirmed she had been in contact with my medical aid and was informed that everything had been paid in full. She stated that she had already sent the necessary clearance to Head Office and could not understand why the staff continued to harass me about this false debt.

I am a loyal client of Mellins i-Style for over 5 years and my medical aid has always paid 100% of my claims. I am deeply disappointed and upset that despite providing all necessary proof, I continue to be treated with disrespect and falsely accused. What is even more shocking is the false claim by your staff that a reversal was done in January 2025 – something neither my records nor my medical aid corroborate.

Furthermore, I demand:

A formal apology from Alex for his rude and dismissive conduct on the call.

That all consultants who contacted and harassed me over this false debt be dealt with appropriately.

An official written confirmation from Mellins i-Style that this matter has been resolved and that I do not owe any money.

That their team cease all further communication regarding this invalid claim.

An apology and accountability from Mellins Head Office for threatening me with legal action and emotionally manipulating me to make payment arrangements for something I do not owe.

Should I not receive a satisfactory response within 7 working days, I will not hesitate to escalate this matter further, including lodging a complaint with the Health Professions Council of South Africa (HPCSA), the Council for Medical Schemes, and the Consumer Protection Office.

I trust that this matter will now be handled with the seriousness and urgency it deserves.