Urgent: Escalation of Unresolved Billing Complaint and Lack of Feedback

I am writing to formally escalate my complaint regarding the handling of my billing query and the extremely poor service I have received.

On 11 May, I spoke to a supervisor who assured me that my concerns would be investigated, specifically regarding incorrect billing codes and the unhelpful conduct of the consultant I initially dealt with. I was promised that call recordings would be reviewed and that I would receive feedback. To date, more than two weeks later, I have not received any meaningful response.

Despite multiple follow-ups, my concerns continue to be ignored. I have already made a payment toward the account and requested clarity regarding a possible refund due to the incorrect invoice. However, I am now being given inconsistent explanations, with the latest being that you are waiting on feedback from the doctor’s office—this was not communicated initially and contradicts earlier discussions.

Additionally, when I requested to speak to the person responsible for invoicing, this was refused. Instead, I have repeatedly been asked to provide proof of payment, which I have already done, without any progress or resolution on my complaint.

I was also informed that call recordings would be reviewed. I took the extra step of sending copies of the calls myself, yet there has still been no response. Lungile has refused to speak to me, and her manager has also refused to engage with me directly regarding my complaint or provide feedback.

Most concerning is that the manager has refused to provide her name, stating only that she is a “senior manager.” This lack of transparency and accountability is unacceptable.

At this point, I request the following as a matter of urgency:

* Written feedback on the investigation into my complaint * Confirmation of the correct billing and correction of any errors * Clarification regarding my refund query * The name and contact details of the manager responsible for handling escalations

If I do not receive a response within a reasonable timeframe, I will have no choice but to escalate this matter further.

I look forward to your urgent attention to this matter.