Your mistake = My problem!

I have been a client of the Centurion spec-savers for many years. In February this year I visited the branch to order my contact lenses. I was told that the cost of the lenses would be paid from my medical savings account. I then left, all along assuming that all was in order.

On the 4th of August I received an email from their debtors department stating that my claim had been rejected from the medical aid and that I was liable for the outstanding amount. On inspection of the invoice I noticed that it was in reference to the visit in February (6 months earlier) . On checking my medical aid claims record, I noted that the claim was rejected due to the late submission of the invoice. I explained this to Maryna Bosse, who stated that the previous debtor clerk had made a mistake with the date of service and that she would re-submit the claim. The only problem is, that it is NOW already AUGUST. So obviously I no longer have funds available in my medical savings fund.

I am frustrated because due to Spec Savers fault of submitting my claim late and then only submitting the claim 6 months later I must pay the lenses from my own pocket! This is highly unprofessional! When I ordered my lenses I did so with the knowledge that I had ample funds available.

Spec Savers, please ensure that your debtors staff are trained to know that claims should be submitted timeously and that sending invoices 6 months after the fact is not only inconveniencing their clients but also affecting the professional reputation of the brand. I am not impressed.