PATHETIC SERVICE!!!

I am appalled by the PATHETIC service received from Mellins iStyle Gateway Mall!!!

Around August last year I called the store to query if contact lenses are covered on my Discovery Keycare medical aid plan, I then went into the store the following weekend and was was assured via telephone and during my visit to the store that is it covered. I then placed my order around September/October 2017 and asked the consultant to submit the claim to medical aid. I was then contacted by the consultant to collect my lenses as my order had arrived, I went into the store to collect and was advised by the consultant that she will submit the claim to medical aid. A couple months later I began being harassed by their collections company to pay in money that I owe for the contact lenses. The agents state that contact lenses are not covered on my plan type and I need to pay in this sum of money. I am left baffled by this because two of the consultants from the store confirmed that it is covered and I am certain my optical benefits have not been used before so I know that I have benefits available.

Each time a collections agent calls me, which is on average 3 times a week, I need to explain myself over and over, I request a manger to call me and nobody has contacted me. I have now resorted to asking them to listen to all their previous calls that have been recorded as I am frustrated over having to repeat myself. They also advised that I go directly to the store to query this, which I have done 3 times, explained situation each time, then being assured that a manager will get back to me, to date I have received no feedback. I then contacted Iso Leso (the provider that administrates optical benefits for this plan) this week to query the claim, they have advised that Mellins iStyle billed the incorrect codes on the claim and they are awaiting an amended account, which Mellins was notified of in October last year.

MELLINS ISTYLE HAS BEEN HARASSING ME FOR THE PAST SIX MONTHS!!!! None of the managers will get back to me, there is clearly no communication between anyone in this company, be it at head office or at store level. I would not recommend them neither would I be making use of their services in future under any circumstances! I have been more than patient dealing with the company’s incompetence, I am now at my wits end. I have tried all avenues, I do not know how to get this resolved. Their customer service s****s are beyond dismal!!!