Bad Customer Service Experience and Incorrect information on an account

I have been contacting Pathcare offices numerous times just to get assistance with an account and for some strange reason the office blatantly refuses to assist. Pathcare has submitted an account for the date of service 24 October 2016 with the incorrect membership number.

The medical aid number ( ********** 5803) listed on the invoice is incorrect. This medical aid number is for Bonitas which is only effective 01 January 2017.

The correct medical aid number that they need to use in order for the medical aid to process the claim is ********** . This medical aid number is valid for 2016.

I have many a times requested that they resubmit an amended account with the correct medical aid number which is ********** . To date Pathcare says they cannot amend the account and put the correct details on it. Medscheme is still willing to process 2016 claims but they can only do so if Pathcare submits the account with the correct medical aid number on it.

Everytime i contact the office, it is excuses after excuses, the manager has no courtesy to even take my call, why is it that all managers are unavailable to address customer issues and complaints... and here i thought that Pathcare pride itself with professional staff and will ensure that the customer experience is as convenient and quick as possible at every branch across South Africa.

Calls after calls, no manager has bothered to contact me or my mother to discuss the account or provide feedback, everytime we are told an investigation has been logged but to date there is no feedback.

Pathcare Kimberley staff is unprofessional , insensitive and rude. How can a simple thing such as correcting a membership number on an invoice be this complicated...?