RB
Ruan B
1 reviews | Active since Jan 2016
10 Feb 2016, 21:13
Worst customer service ever
After trying to solve a recent dispute with the medical aid, involving wrongful information supp**** by the customer care agent, my wife and I were made out as ***** by the supervisor. She also imp**** that we were negligent with regards to reading our benefit information. Our whole reason for calling customer care was to increase our savings for the following year, and even though we did have a breakdown, we just wanted someone to explain the amounts and benefits.<br> <br> Instead of an apology for wrong information that we were able to confirm with recordings sent to us, we were made to feel that we were to blame!!!<br> <br>
Helpful (0)
Replies (1)0
Replies (1)
TopMed Medical Scheme's replyOfficial
11 Feb 2016, 11:06Hello Ruanbrand,
I have investigated your query and have made the following conclusion:
You called us on the the 7th of December and spoke to an agent to find out if you can increase your savings, she advised that you cannot, but she did advise of the next option with a higher savings portion, she confirmed the incorrect savings totals which i apologise for and which the supervisor that spoke to your wife on the 4th of February also apologised for.
On the 7th of December your wife called us after you called and she spoke to Seshni who confirmed the correct savings totals.
When your wife called again on the 4th of February and spoke to the supervisor, she explained the benefits to her, and also advised that it is availalbe in our member guide, her intentions was not to imply your negligence in reading the member guide, but merely to inform you for future reference should there be a dispute on your benefits.
I sincerely apologise for the inconvenience caused with this matter. I can assure you that this is not the level of standard that we ascribe to and will continue to strive to improve our service.
Kind regards,
Chanele Schoonraad
I have investigated your query and have made the following conclusion:
You called us on the the 7th of December and spoke to an agent to find out if you can increase your savings, she advised that you cannot, but she did advise of the next option with a higher savings portion, she confirmed the incorrect savings totals which i apologise for and which the supervisor that spoke to your wife on the 4th of February also apologised for.
On the 7th of December your wife called us after you called and she spoke to Seshni who confirmed the correct savings totals.
When your wife called again on the 4th of February and spoke to the supervisor, she explained the benefits to her, and also advised that it is availalbe in our member guide, her intentions was not to imply your negligence in reading the member guide, but merely to inform you for future reference should there be a dispute on your benefits.
I sincerely apologise for the inconvenience caused with this matter. I can assure you that this is not the level of standard that we ascribe to and will continue to strive to improve our service.
Kind regards,
Chanele Schoonraad
TopMed Medical Scheme's reply11 Feb 2016, 11:06
Official
Hello Ruanbrand,
I have investigated your query and have made the following conclusion:
You called us on the the 7th of December and spoke to an agent to find out if you can increase your savings, she advised that you cannot, but she did advise of the next option with a higher savings portion, she confirmed the incorrect savings totals which i apologise for and which the supervisor that spoke to your wife on the 4th of February also apologised for.
On the 7th of December your wife called us after you called and she spoke to Seshni who confirmed the correct savings totals.
When your wife called again on the 4th of February and spoke to the supervisor, she explained the benefits to her, and also advised that it is availalbe in our member guide, her intentions was not to imply your negligence in reading the member guide, but merely to inform you for future reference should there be a dispute on your benefits.
I sincerely apologise for the inconvenience caused with this matter. I can assure you that this is not the level of standard that we ascribe to and will continue to strive to improve our service.
Kind regards,
Chanele Schoonraad
I have investigated your query and have made the following conclusion:
You called us on the the 7th of December and spoke to an agent to find out if you can increase your savings, she advised that you cannot, but she did advise of the next option with a higher savings portion, she confirmed the incorrect savings totals which i apologise for and which the supervisor that spoke to your wife on the 4th of February also apologised for.
On the 7th of December your wife called us after you called and she spoke to Seshni who confirmed the correct savings totals.
When your wife called again on the 4th of February and spoke to the supervisor, she explained the benefits to her, and also advised that it is availalbe in our member guide, her intentions was not to imply your negligence in reading the member guide, but merely to inform you for future reference should there be a dispute on your benefits.
I sincerely apologise for the inconvenience caused with this matter. I can assure you that this is not the level of standard that we ascribe to and will continue to strive to improve our service.
Kind regards,
Chanele Schoonraad