Refund issues

Good day

Our first visit to Netcare Clinton Clinic was on Sunday 13 August, with my daughter for a foot injury. I paid an amount of R2100 cash. I was informed later on that there was a refund due of R301.12. I was informed of this on 22 August. I completed the refund form and sent it back the same day. My daughter was admitted into Clinton Clinic on Wednesday 16 August due to high temps. We are not on medical aid and therefore had to put down a deposit of R16 415. We paid this with my partners business credit card (Which is in another name) It was never communicated to us that if a third party we needed a letter from them and ID documents. However, after being told, we STILL got all that together. Between my partner and myself we have been following up the refund that has been due to us since 21 August.

I sent through documentation to Ofentse, which she claimed she did not receive. My husband was told a refund was due to us on 19 August, when he went to see Natasha as the receipt was posted incorrectly on date of admission. I completed this refund form and my partner submitted it.

My partner also explained right from the start a company credit card was used, and we have since paid that back. he explained this on 25 August but was told that the lady who deals with the refunds was not in, but she would pass along the message.Therefore the refund had to be done to my personal account. We also submitted a copy of the said persons ID, with a letter from him stating this. I also sent through my bank statements as proof. Ofentse never explained this beforehand, but only once I had followed up several times. (1 September) This caused a further unnecessary delay.

On the 1st of September I received this email from Ofentse:

Good day Hope this email finds you well. Please note that this case was billed on the 26.08.2017. I will take 7 working days from the billing date to process the refund as per the refund policy, thank you. Regards Regards Ofentse Segale Refund clerk Pretoria East/ Rosebank/ Olivedale/ Waterfall City/ Garden City/ Pinehaven/ Pholoso/ Protea/ Bellstreet/ Linkwood/ Rand/ Umhlanga/ Lakeview/ Clinton/ N17 Hospitals Network Healthcare holdings limited (netcare) Sunninghill Rivonia First Floor, Building 2, Sunninghill Crescent Office Park, No 3 Eglin Road, Sunninghill Johannesburg 2157 Website www.netcare.co.za

We are now the 11th working day (from 'billing date'), and I have still received nothing other than an email from Ofentse asking the Refund department to mark this as urgent!!! Which was asked of her the week prior.

I am so frustrated at this entire situation. The refund is due for 2 hospital visits, the first visit was 13 August. Which is now 21 WORKING DAYS. And I have not seen a cent from either refund!!

I have to pay Dr Chiba and the pathologists, and I am unable to pay because of this hold up.