FRONTLINE DOESNT CARE

On the 10th of February I gave birth to a beautiful baby girl, unfortunately she was borderline asphyxiated, as a result she stayed in the hospital for 10 days. As a mother I wanted to stay with her until our return home. I requested staff to assist with increasing my boarding they advised that my medical aid would not pay this and that I would have to pay from my own pocket. I payed for boarding for 4 days. When I got home, I began receiving quite a few bills from doctors, because I had heard that often medical aids don’t fully cover child birth, I stayed on top of bills with a medical aid consultant. Where there were incorrect claims, I would go to either the doctor or the medical aid to ensure correction. At the end of my process I called all the doctors who had sent me outstanding bills and Mulbarton to ensure my due diligence was completed. When I called Mulbarton I was advised that they owed me because they had claimed for my extra days and had been paid. I was given the numbers to the refund department. I called the refund department and my first interaction was with Mirriam Serisane, she told me that I was at the right place and that the person who would work on my case was Puraivhathu, I asked her to send me a form she said she would, I hung up and received an email instead telling Puraivhathu to call me- this never happened. The following day I mailed Puraivhathu, Mirriam and customer care asking whether it made sense that the form had not been sent.

1. Why hadn’t Mirriam simply sent me the form and then advise who I should mail back, surely the task wasn’t that heavy and why hadn’t Puraivhathu gotten back to me. No one responded to these questions including customer care I simply received the form. I filled the form and sent it back with Mirriam and the call centre copied. I was advised payment takes up to 7 days, so to ensure all went well I called them to check on the processing of my documents. No one responded to my mail including customers service. I therefore decided to call. When I call, I am told that my moneys will come in sometime this week and that the refund was processed today.

Netcare has not done me any favours, I payed for a service and they charged me twice over for the same service. I expect that they should have called me and told me they owed me, they should train their agents to care and do their due diligence unlike Mirriam and they should agents who do their work unlike Puraivhathu. Front line staff are the image of the company, and man oh man right now Netcare Mulbarton is living up to its 2,7 rating on google - rather pathetic.