PATHETHIC AND ***********!!!

This has been the most painful and exhausting customer service I have ever experience in my entire life. I had logged a claim on the 25.11.2022, attached all relevant and required documents. Up to this day I have not received my money. The most annoying part is the fact that no one cares to email nor call the client. You have to always email ( which they do not even respond to , you just receive and automated response and it ends there ). I have probably spoken to 100 consultants by now, everyday there is a different story. Last year I was told to send detailed invoices to process the claim which was sent to them on the initial claim email, but anyway I resent the same email probably 5 times already. moving forward , I did a follow up about last week, the first consultant told me that the claim was paid and it bounced back and she doesn't know why. She will consult with the finance department. Days went by and I decided to phone them again to follow up, that was last week on Wednesday. I was then told by one of the consultants that they require '' detailed invoice'' as they need the the tariff codes and icd10 codes , funny part is that on the email that Yvette the consultant that was assisting on Wednesday she actually attached the very same '' detailed invoice'' that I had sent to them and that the hospital had sent to them. Moving forward , I personally called the service provider ( the hospital ) to verify the details required by the medical aid '' tariff code and icd10 '' they confirmed that it's everything as per the invoice sent... Cleary stated. I think at this point it is safe to say that none of the PG MEDICAL AID SCHEME consultants can read. I then make the call to the call center once again and I ask to speak to the Yvette consultant , and she's apparently unavailable and someone else offers to assist. She then tells me that the money was paid into my account on the 30th of December 2022. I then advise her that I have never received such payment. She then sends me a remittance statement that says they paid but funny now suddenly she says it doesn't show to which account was it paid to. At this point I then ask to speak to the manager because this needs to be escalated. The consultant puts me on hold for about 5 minutes. She then comes back to say Yvette is now available to speak to me ( Yvette being the consultant I had asked to speak to and was not available but is now suddenly available because I asked to speak to a manager). She then tells me the same story as her co-worker that I was paid on the 30th of December 2023. Keeping in mind that this is the very same person I spoke to the previous week and who said they need detailed tax invoice to process the claim. She then asks to call me back, she calls back to say she is investigating with the finance department she will get back to me during the course of the day. It has been different stories from November 2022.

At this point I wish to cancel this medical aid because clearly we are being ****med.. But unfortunately it is inhouse , so I do not have an option. Why SOOO many stories for one claim ? Why does it take weeks and months to process a claim ? where is the customer service ? As I wait for another silly story with regards to my money.