No funds in my Oneplan card after all requirements were met

Dear Dave,

Thank you for taking the time to bring this to our attention. 
   
We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter posting has reached. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.

Records on our system confirmed that funds of R1215 were loaded for the Optometry benefit on the 13th of July 2024, however, there were numerous attempts made to withdraw funds that were that was greater than the amount of R1215 that was available on the Onecard, which resulted in additional bank charges. You will be able to view these transactions and the balance available on the Onecard on your Oneplan App under the Card Option. 
 
Kindly note that when funds for a benefit are loaded onto your Onceard, due to the benefits of the Onecard being similar to that of a bank card, please note that the following bank charges will apply:

- An amount of R8 is charged for every declined transaction at a Standard Bank ATM and R8.50 for any other bank e.g. insufficient funds on the card. 

- An amount of R12 is charged per withdrawal of every R1000 or below. 

- An amount of R1.70 is charged for a balance inquiry at a Standard Bank ATM and R10.50 at any other bank.

Certain terms and conditions are always applicable. The terms and conditions of the policy must be adhered to and app**** fairly to all clients. We do have your best interests at heart, and we will assist with all we can in line with our terms and conditions. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover. 

We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.

Kind Regards,
Oneplan