********** customer experience/ journey

I went for my eye test in November 2019, it is almost November 2020 and I am still sitting with the same issue!!!

I am sent from pillar to post while not getting any closure to resolving my issue. I was promised that I would receive feedback "soon" which was on the 12.10.2020. I followed up on the 26.10.2020 and yet I have still heard nothing.

According to my medical aid, Spec-Savers submitted my claim from Nov 2019 to my medical aid in July 2020 which was rejected due to a 6 month cut-off period and somehow it's become my problem!! I keep receiving mails/ SMSs that I have an outstanding account, yet I've been trying to sort this out for the most part of 2020.

I don't see how this is now my issue when there was a service failure. And what's more is that I am not getting any feedback/ clarity from Spec-Savers.

The ladies at the branch were all very kind and helpful, however, it defeats the purpose when the accounts are handled externally.