Debt Balance on Healthsaver account

I was recently notified of a R381 outstanding balance due to Momentum by a debt collection agency.

I was a loyal member of Momentum Health for approximately ten years. Throughout this decade, I maintained a flawless payment history, ensuring my contributions were paid every month without fail. I took this commitment seriously, even continuing payments during the COVID-19 pandemic when I was temporarily not earning a salary.

I ended my policy around June/July 2024 after transitioning to a new medical scheme through my employer. I was under the impression that my account was settled in full upon cancellation.

Therefore, I was shocked and incredibly disappointed to receive a notice from a debt collector nearly a year later. My contact details have not changed, yet no one from Momentum made any real attempts to contact me directly about this matter before escalating it to a third party. This approach is unacceptable and not the standard of service I would expect after a decade of loyalty and thousands of rands in paid premiums.

The statement provided is not easy to understand, but indicates the R381 relates to my HealthSaver account. I do not understand how a HealthSaver account can have a negative balance. My understanding has always been that these are savings accounts, and benefits are only paid out from funds that have already accumulated, not in advance.

Before I take any further action or consider any payment, I require a clear, and full explanation from Momentum addressing a detailed breakdown of how this R381 charge on my HealthSaver account was accumulated. Not the unclear statement that was already sent to me. A phone call explaining the statement will be appreciated.

I expect this matter to be treated with the urgency it deserves. Please provide a comprehensive response and the requested documentation so that we can resolve this issue.