Complaint, UNBELIEVABLE POOR SEVICE

On the 13th of October 2022 we received notification via SMS that saying that our contact lenses are ready for collection at Carletonville Spec savers SHOP 71 CARLETONVILLE MALL, ACCOUNT NO DUP054, salesperson Sibonisille and Angela. They informed us that we would need to pay as the medical aid rejected our claim. We requested the claim documents for spec savers, and they only supp**** us with a quote. When we requested the Invoice for our claim, they sent us the invoice that was done in June 2022? After a couple of attempts we paid cash for the contact lenses to do our own claim through the medical aid as the medical aid confirmed they did not receive anything for this claim. When I requested invoice after payment was made Angela informed me that they did not do an invoice because it was seen as a cash transaction. This just brings us back to the point that this transaction was never processed correctly form Spec savers side and submitted to the medical aid as indicated when we asked. This situation is becoming extremely time consuming as it is not the client’s job to go through the process of processing the claims and getting the right paperwork needed to process this claim through the medical aid after we had to pay for our contact lenses which should not have been the case. In each instance the wrong paperwork or paperwork without the correct details was received. Today 21 November 2022 3 phone calls were made and still waiting for the correct invoice…………………this is unbelievable poor service

Francois du Plessis ***