Staff not only untrained, but rude and unhelpful.

I am a service provider (practice number ********** ). I charge Discovery rates and am registered with the scheme to receive payments for claims.

I submitted a claim for a member (member number ********** 00) in February that was incorrectly processed by Discovery Health (for the Netcare medical scheme) - it was short-paid and it was paid to the member instead of the practice. After contacting Discovery countless times in this regard, I was eventually provided with the member's email address and told that they had agreed to pay over the money to me and I should contact them directly (I was contacted by Sandile). This was on Monday 11/03/2019. I emailed the member about 4 or 5 times with no response. I then emailed Discovery/Netcare again to explain that I have tried to get in touch with the member, they are not responding and I thus cannot get my payment. Today 22/03/2019, I received an email from Thabo Mojaki (WRefNo# ********** 220# / MailRef# ********** 304#) stating the following: "We have tried to contact the member to no success, kindly contact the member to make further arrangements. Please note to avoid payment to be paid to the member, provider should register on one of our payment arrangements." Dear Thabo 1) I explicitly told you I have contacted the member countless times with no response. 2) I am registered for payment with Discovery which is why I charge Discovery rates. 3) The payment to the member was an error 100% on the part of Discovery.

My level of frustration and disgust with Discovery has reached new heights. I am playing ball. I am charging their rates and complying with their rules. What do I get in return? Processing errors, payment errors and, worst of all, rude and untrained staff who send generic emails without even bothering to understand the situation at hand. Thabo - your email has raised my blood pressure to a dangerous new high.