No communication and incorrect costs!

I am lodging a formal public complaint against both Discovery Health and their appointed debt collection agency, Shapiro Shaik Defries, due to serious concerns about lack of communication, transparency, and ongoing harassment.

In July 2023, my account was apparently handed over to Shapiro Shaik Defries. However, I was never formally informed of this by Discovery. I only became aware much later, despite the fact that I was actively trying to resolve the outstanding balance and was making regular payments in good faith.

On 9 December 2024, I contacted Discovery directly and received written confirmation that the outstanding balance was R4,933.96. At no stage in this communication was I informed that the account had already been handed over or that legal fees were accumulating.

Since then, I have: • Continued to make payments • Received SMS messages thanking me for payments • Received conflicting outstanding balances from different representatives • Repeatedly requested detailed statements and clarity

Despite multiple emails, phone calls, and follow-ups, I have not received: • A full detailed statement from inception • Proof of handover communication • A transparent breakdown of legal fees and interest • An explanation of why I was not notified before handover • An explanation for conflicting balances

Instead, I continue to receive SMS messages demanding payment, with the balance increasing significantly due to legal costs that were never explained or agreed to. This ongoing communication without proper documentation is causing distress and reputational concern.

Discovery has now confirmed that the initial handed-over amount was R7,233.96 in July 2023 and that the balance on their side is currently lower after payments have been received. However, the debt collectors are claiming a much higher amount due to legal fees and charges, which remain unexplained.

This situation raises serious concerns about compliance with fair debt collection practices, proper notification, and transparency. I have made every effort to resolve this responsibly, yet I am being left in the dark while costs continue to accumulate.

I urgently request:

A full and detailed statement from both Discovery and Shapiro Shaik Defries

Proof of all communication sent to me prior to handover

A full breakdown of legal fees and interest charged

Immediate suspension of further legal costs while this dispute is investigated

Confirmation that harassment through SMS communication will cease until the matter is resolved

A fair and reasonable resolution of the account

If this matter is not addressed urgently, I will escalate the complaint to the Council for Debt Collectors, the National Credit Regulator, and other relevant regulatory bodies.

I trust that both Discovery and Shapiro Shaik Defries will treat this matter with the seriousness it deserves and provide a transparent and lawful resolution.

Yolandi van der Merwe