Unbelievably poor service

Dear Pharmacy Direct. I am so disappointed with the level of service recently received. I have had an unresolved query since July, and it is now September. In addition, this is regarding chronic medication which I am now running out of, so I really need this to be resolved urgently please. On July 26th I contacted the customer care line to update my medical aid details. I switched from Bonitas to Fedhealth. I emailed the new Medicine Access Card for chronic meds. The consultant confirmed my new details, I also changed it on the online portal. I was advised that the medicine sent in advance would be claimed from Fedhealth and was also advised to send the updated script after August 10th, which I did. August 10th and 14th you tried to claim through Bonitas when the claim is supposed to go through Fedhealth August 14th, I received an SMS stating my medical aid has been terminated and that I need to update my details. August 22nd, I sent an email to *** advising the above, with the SMS, a screenshot of the online portal and all documentation. August 23rd I received your response: We hereby confirm the receipt of your query and has been sent to the pharmacy and will revert back to you. August 25th and 29th I had sent follow up emails, no response received. August 30th, I sent another email to *** with the whole email thread and attached the new medical aid info for Fedhealth once again. August 31st I received a response: Claim rejected due to termination of medical aid, please follow up with medical aid. (Because you tried to claim through Bonitas yet again) August 31st another response: We hereby confirm the receipt of your document and has been sent to the pharmacy for processing. When I check via the online portal it now reflects that I owe Pharmacy Direct. It also reflects my Fedhealth details. When I contacted Fedhealth, they advised that they never received any claim. This is because you keep trying to claim from Bonitas.

At this point I don’t even care about an explanation for how this keeps happening. I just want it fixed. I am sure Pharmacy Direct knows the seriousness of a chronic condition.