Item: Umvuzo Health Medical Scheme
Rating: 1
Author: Marinda F

MF

Marinda F's updateReviewer Update

27 Aug 2026, 10:11

MATTER STILL NOT RESOLVED

Info_UH | 24 Aug 2026, 09:02 (3 days ago)

RE: FW: MS M FURSTENBURG UMVUZO HEALTH 231101ExternalMarinda/Umvuzo/2026

Good day

I trust this email finds you well.

Let me rephrase my statement for clarity.

The claim was processed on our system on 9 April 2026. However, at the time of processing, the practice’s banking details were not available on our system. As a result, the payment pended until the banking details were updated.

The banking details were subsequently updated on 16 July 2026. This means that the outstanding payment should have been processed on 17 July 2026, or by 24 July 2026 should there have been any delay. Our cheque runs are conducted every Thursday; therefore, the practice should have received the outstanding payment within the two payment runs following the update of the banking details.

Please note that the statement reference remains 9 April 2026, as this is the date on which the claim was originally processed on our system.

If you require Proof of Payment (POP), please send an email to ***, advising them of the date on which the payment was received and requesting the POP.

If the payment has still not been received to date, please request feedback regarding the payment, as the practice’s banking details were already updated in July.

I trust that the above information is in order and provides clarity regarding the payment.

Kind regards,

Sent: Thursday, 20 August 2026 10:41
To: Info_UH <***>; Connoisseur Dental Studio <***>
Cc: Marinda Furstenburg <***>
Subject: Re: FW: MS M FURSTENBURG UMVUZO HEALTH

Good Day Botshelo @ Umvuzo

Thank you for your response.

However, looking at the dates provided, the timeline you have shared is mathematically and logically impossible.

According to your records:

You state the claim was paid out on 9 April 2026.
You also state the service provider updated banking details were only captured and active on your system on 16 July 2026.

How could Umvuzo successfully process a payment in April using banking details that were only updated and captured three months later, in July?

If the payment was sent in April, it was clearly sent to the wrong or outdated account due to an administrative oversight on your end. I kindly request that you provide the Proof of Payment (POP) for the April and July transaction, alongside an updated statement showing exactly where those funds were routed. Proof of Payment to be forwarded to myself as Umvuzo member and the service provider please.

I look forward to your urgent clarification and a swift resolution to this matter.

MF

Marinda F's update27 Aug 2026, 10:11

Reviewer Update

MATTER STILL NOT RESOLVED

Info_UH | 24 Aug 2026, 09:02 (3 days ago)

RE: FW: MS M FURSTENBURG UMVUZO HEALTH 231101ExternalMarinda/Umvuzo/2026

Good day

I trust this email finds you well.

Let me rephrase my statement for clarity.

The claim was processed on our system on 9 April 2026. However, at the time of processing, the practice’s banking details were not available on our system. As a result, the payment pended until the banking details were updated.

The banking details were subsequently updated on 16 July 2026. This means that the outstanding payment should have been processed on 17 July 2026, or by 24 July 2026 should there have been any delay. Our cheque runs are conducted every Thursday; therefore, the practice should have received the outstanding payment within the two payment runs following the update of the banking details.

Please note that the statement reference remains 9 April 2026, as this is the date on which the claim was originally processed on our system.

If you require Proof of Payment (POP), please send an email to ***, advising them of the date on which the payment was received and requesting the POP.

If the payment has still not been received to date, please request feedback regarding the payment, as the practice’s banking details were already updated in July.

I trust that the above information is in order and provides clarity regarding the payment.

Kind regards,

Sent: Thursday, 20 August 2026 10:41
To: Info_UH <***>; Connoisseur Dental Studio <***>
Cc: Marinda Furstenburg <***>
Subject: Re: FW: MS M FURSTENBURG UMVUZO HEALTH

Good Day Botshelo @ Umvuzo

Thank you for your response.

However, looking at the dates provided, the timeline you have shared is mathematically and logically impossible.

According to your records:

You state the claim was paid out on 9 April 2026.
You also state the service provider updated banking details were only captured and active on your system on 16 July 2026.

How could Umvuzo successfully process a payment in April using banking details that were only updated and captured three months later, in July?

If the payment was sent in April, it was clearly sent to the wrong or outdated account due to an administrative oversight on your end. I kindly request that you provide the Proof of Payment (POP) for the April and July transaction, alongside an updated statement showing exactly where those funds were routed. Proof of Payment to be forwarded to myself as Umvuzo member and the service provider please.

I look forward to your urgent clarification and a swift resolution to this matter.

Umvuzo Health Medical Scheme's replyOfficial

27 Aug 2026, 10:19

Dear Member,

Thank you for bringing this matter to our attention.

We sincerely apologise for the inconvenience and frustration caused by the outstanding payment.

Please be advised that we will investigate the matter further with the relevant department to establish the current payment status and the reason for the delay. We will provide feedback once the investigation has been completed.

Thank you for your patience and understanding while we work towards resolving this matter.

Kind regards
Umvuzo Health

Umvuzo Health Medical Scheme's reply27 Aug 2026, 10:19

Official

Dear Member,

Thank you for bringing this matter to our attention.

We sincerely apologise for the inconvenience and frustration caused by the outstanding payment.

Please be advised that we will investigate the matter further with the relevant department to establish the current payment status and the reason for the delay. We will provide feedback once the investigation has been completed.

Thank you for your patience and understanding while we work towards resolving this matter.

Kind regards
Umvuzo Health

Umvuzo Health Medical Scheme's replyOfficial

27 Aug 2026, 10:29

Dear Member,

Please be advised that upon investigation, we established that the service provider's banking details were only updated in July 2026. However, the banking details that were previously on our system were active at the time of payment.

The claim in question was paid on 9 April 2026 using the banking details that were active on our system at the time.

Our consultant has forwarded an email containing the Proof of Payment for your reference.

We trust that this provides clarity regarding the payment.

Kind regards
Umvuzo Health

Umvuzo Health Medical Scheme's reply27 Aug 2026, 10:29

Official

Dear Member,

Please be advised that upon investigation, we established that the service provider's banking details were only updated in July 2026. However, the banking details that were previously on our system were active at the time of payment.

The claim in question was paid on 9 April 2026 using the banking details that were active on our system at the time.

Our consultant has forwarded an email containing the Proof of Payment for your reference.

We trust that this provides clarity regarding the payment.

Kind regards
Umvuzo Health

MF

Marinda F's updateReviewer Update

27 Aug 2026, 10:36

Umvuzo,
URGENT INVESTIGATION NEEDED

Kindly note the following received from Connoiseur information with regards to your wrong proof of payment.

I only end up with UMVUZO HEALT that keep forwarding me the same POP that you as a member was as kind to forward to me in the form of your statement from the scheme

I have since the banking details was updated received 2 payments in the last month from UMVUZA HEALTH for other members

Please explain why my matter can not be resolved?

MF

Marinda F's update27 Aug 2026, 10:36

Reviewer Update

Umvuzo,
URGENT INVESTIGATION NEEDED

Kindly note the following received from Connoiseur information with regards to your wrong proof of payment.

I only end up with UMVUZO HEALT that keep forwarding me the same POP that you as a member was as kind to forward to me in the form of your statement from the scheme

I have since the banking details was updated received 2 payments in the last month from UMVUZA HEALTH for other members

Please explain why my matter can not be resolved?

Umvuzo Health Medical Scheme's replyOfficial

27 Aug 2026, 14:52

Dear Member,

Please be advised that we have conducted a thorough investigation into the matter.

Our investigation confirmed that Umvuzo Health was instructed to load the FNB banking details on 29 October 2018. The banking details were therefore loaded on our system based on the instruction received at the time.

An email has been sent to both you and the service provider, with the relevant correspondence attached for your reference and clarity.

Kind regards
Umvuzo Health

Umvuzo Health Medical Scheme's reply27 Aug 2026, 14:52

Official

Dear Member,

Please be advised that we have conducted a thorough investigation into the matter.

Our investigation confirmed that Umvuzo Health was instructed to load the FNB banking details on 29 October 2018. The banking details were therefore loaded on our system based on the instruction received at the time.

An email has been sent to both you and the service provider, with the relevant correspondence attached for your reference and clarity.

Kind regards
Umvuzo Health

Umvuzo Health Medical Scheme's replyOfficial

07 Sept 2026, 13:02

Dear Member,

Please be advised that we are currently investigating the issue with the relevant departments, including the payment history and the service-provider details reflected on the claim.

We will provide you with formal feedback and clarification once the investigation has been completed

Thank you for your patience and understanding while we work to resolve the matter.

Kind regards,
Umvuzo Health

Umvuzo Health Medical Scheme's reply07 Sept 2026, 13:02

Official

Dear Member,

Please be advised that we are currently investigating the issue with the relevant departments, including the payment history and the service-provider details reflected on the claim.

We will provide you with formal feedback and clarification once the investigation has been completed

Thank you for your patience and understanding while we work to resolve the matter.

Kind regards,
Umvuzo Health

*********** SERVICE