Sizwe Hosmed excels in incompetence

We cancelled the Sizwe Hosmed Medical Membership on 28 March 2024 giving them the required 30 days notice. We did not receive any acknowledgement from Sizwe Hosmed for this cancellation. During April 2024 we sent multiple emails and phone calls to confirm the cancellation was received. By the end of April 2024 we received an email to confirm the cancellation with final membership will be 30 April 2024. We were also assured that no premium would be deducted in May 2024.

On 2 May 2024 Sizwe Hosmed deducted the membership fee again and we have had no success to get this refunded after multiple emails and phone calls to the Call Centre. We provided proof of the cancellation and debit order and all indications are that the process of refunding has not yet started after 2 weeks.

It is so frustrating that you as a client must follow up every day for 2 weeks to make sure that the medical aid is cancelled. At last they confirm it is cancelled but now for more than 2 weeks you as a client struggle to get any assistance regarding the refund. The whole process started again to phone every day and to email every day. Not once did a Call Centre agent said they will phone back, not once did the team leader that I emailed contact me, not once did the Complaints department that I emailed contact me. I have reference number upon reference number. Unhappy customer Reply (4) Sizwe Hosmed Medical Scheme’s reply 16 May 2024 at 18:08 Dear Andre,

Thank you for submitting your query and apologies for the inconvenience caused. Kindly provide the membership number and reference number of the query so that we can investigate and escalate it to the billing department for urgent attention.

We appreciate your patience.

Sizwe Hosmed team. Andre’s reply 16 May 2024 at 18:49 Membership number ***5 N***, N***, N***, N***, N***, N***, N*** I did not bother to write down the other numbers as it seems it does not help to have a reference numbers. They just give you another reference number when you phone. Please let me know if i should forward all the emails.

Sizwe Hosmed Medical Scheme’s reply 17 May 2024 at 11:23 Dear Andre,

We're glad to inform you that the claim has been reprocessed for next week's payment run. The query is closed.

Sizwe Hosmed.

Andre’s reply 24 May 2024 at 17:27 7 Days after the reply above from Sizwe Hosmed claiming the query is sorted out I am now making it public that I have not received my refund. I was telephonically informed that my claim has been processed for payment. I had to phone the Call Centre once again to ask why I have not yet received my refund. Today I was informed that they can not refund to my bank account which was debited each month. I can not understand that Sizwe Hosmed debit my account but I can not get a credit on my account. Why could nobody phone or contact me in six working days to inform me that there is an issue with my bank account.