NO/POOR ASSISTANCE

Three months ago, I visited Specsavers at Mall of Africa to have my spectacles made. Everything went smoothly at the time. My medical aid initially covered half of the cost, and we authorised the remaining balance from our savings pocket.

About a week later, my medical aid confirmed that the remaining balance had been paid to the "PNP" administrator associated with Specsavers. However, since then, I have been going back and forth with both my medical aid and Specsavers regarding this payment.

My medical aid has confirmed that the payment was made some time ago, but when I contact Specsavers to enquire about the outstanding balance and the status of my spectacles, I am told that they have not received the payment and that I need to contact PNP. I have explained several times that I have no relationship with or knowledge of PNP. I dealt directly with Specsavers when I ordered my spectacles, and I therefore do not understand why I am now expected to resolve an issue between Specsavers and their payment administrator.

What is even more frustrating is that Specsavers has advised me that they are not allowed to contact PNP and can only wait for PNP to send them a statement. This is extremely concerning, as I am the customer who has already followed the required process and whose medical aid has confirmed that the payment was made.

It has now been almost three months, and I am still waiting for my spectacles. I find this unacceptable, particularly because the delay appears to be due to an internal payment or reconciliation issue that is beyond my control.

I kindly request that Specsavers urgently investigate this matter with the relevant administrator, confirm where the payment was allocated, and provide me with a clear update on when my spectacles will be issued. I should not be expected to resolve an internal matter between Specsavers and their administrator when I have dealt directly with Specsavers throughout the process.