GB
Gerhardus B
1 reviews | Active since Sept 2017
29 Jan 2025, 11:44
Oneplan sucks
You are issued a debit card onto which Oneplan loads money. When you swipe the card at the medical practitioner and the money doesn't go through they charge you R8.50 per swipe even though the problem lies on their side. It's alway sorry but for the past 18 months that's the norm and yet another way to ***** our money.
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Oneplan Insurance's replyOfficial
29 Jan 2025, 12:44Dear Gerhardus,
Thank you for bringing this matter to our attention.
We take customer feedback seriously as it helps us improve our services and processes to better meet expectations.
We take customer feedback seriously as it helps us improve our services and processes to better meet expectations.
We acknowledge your complaint and appreciate you taking the time to discuss the matter with us over the phone.
As outlined in our conversation, the charges on your Oneplan Claims card resulted from transactions made without prior fund loading, which led to a negative balance. Per our day-to-day claims process, funds must be loaded onto the card before an appointment, after which the card can be used for payment.
Subsequently, when you submitted a new claim, the negative balance was deducted from the available funds. Multiple attempts to swipe the card for an amount exceeding the available balance resulted in additional charges due to insufficient funds. As a result, these transactions could not be processed successfully.
The Oneplan Claims card works like a bank card, there are penalties and fees for each transaction, as it's part of the broader banking regulations, our cards are issued by Standard bank and these charges are associated costs tied to the financial institution, this is not a system error.
The Oneplan Claims card works like a bank card, there are penalties and fees for each transaction, as it's part of the broader banking regulations, our cards are issued by Standard bank and these charges are associated costs tied to the financial institution, this is not a system error.
We trust this explanation clarifies the transactions on your card.
We regret any inconvenience caused and appreciate the opportunity to address your concerns. Our team remains committed to delivering a seamless service experience.
Kind Regards,
Oneplan.
We regret any inconvenience caused and appreciate the opportunity to address your concerns. Our team remains committed to delivering a seamless service experience.
Kind Regards,
Oneplan.
Oneplan Insurance's reply29 Jan 2025, 12:44
Official
Dear Gerhardus,
Thank you for bringing this matter to our attention.
We take customer feedback seriously as it helps us improve our services and processes to better meet expectations.
We take customer feedback seriously as it helps us improve our services and processes to better meet expectations.
We acknowledge your complaint and appreciate you taking the time to discuss the matter with us over the phone.
As outlined in our conversation, the charges on your Oneplan Claims card resulted from transactions made without prior fund loading, which led to a negative balance. Per our day-to-day claims process, funds must be loaded onto the card before an appointment, after which the card can be used for payment.
Subsequently, when you submitted a new claim, the negative balance was deducted from the available funds. Multiple attempts to swipe the card for an amount exceeding the available balance resulted in additional charges due to insufficient funds. As a result, these transactions could not be processed successfully.
The Oneplan Claims card works like a bank card, there are penalties and fees for each transaction, as it's part of the broader banking regulations, our cards are issued by Standard bank and these charges are associated costs tied to the financial institution, this is not a system error.
The Oneplan Claims card works like a bank card, there are penalties and fees for each transaction, as it's part of the broader banking regulations, our cards are issued by Standard bank and these charges are associated costs tied to the financial institution, this is not a system error.
We trust this explanation clarifies the transactions on your card.
We regret any inconvenience caused and appreciate the opportunity to address your concerns. Our team remains committed to delivering a seamless service experience.
Kind Regards,
Oneplan.
We regret any inconvenience caused and appreciate the opportunity to address your concerns. Our team remains committed to delivering a seamless service experience.
Kind Regards,
Oneplan.