EPICENTRE HILLCREST DURBAN NO INVOICES PLUS APPALLING SERVICE- SCAMMM

I was ill on the 9th July 2020 and Epicentre Hillcrest Durban was one of the places my doctor recommended I go test for COVID19 as i had bronchitis. As they had the Home test service, i opted for them as opposed to Lancet or Ampath Lab Drive thru tests. I called Epicentre on the 9th July 2020 and inquired if I could take the test and they claim on my medical aid, a lady informed me that i had to pay cash and later claim from my medical aid. As I didnt have money at the time, i self isolated and waited for monthend when i had money to test.

On the 24th July 2020 (Friday), I made the booking online and immediately received confirmation from their site that they received my payment and also completed my patient form online. Minutes later a lady called to schedule the time for the nurse to come to my place and test me, which was scheduled for 27th July 2020 (Monday). Indeed on Monday, 27th July 2020, the nurse arrived to my home, very friendly and professional and conducted the test and informed me that by Friday 31st July 2020 i will have received my results, as their SLA is 3 to 5 days.

On Thursday 30th July 2020, i called the center and couldn't reach anyone until i send an email to the email address i found on the confirmation reply i received on the 24th July. i inquired about my results and the fact that i wanted to start the claim process with my medical aid. 9 minutes later i received a reply from Robyn, confirming that my results were emailed Wednesday night and i should check my spam. Indeed i had received my results and were in my spam folder. I was excited that i tested negative and forwarded my confirmation email, proof of payment and results to my medical aid.

on the 31st July my medical aid replied to say ''Kindly be advised that the attachment cannot be used for claiming purposes due to there is no detailed invoice account.'' I immediately call Epicentre and inform Cindy that my medical aid is requesting for an invoice, with this specific data on it. Cindy informs me that they are aware of this and that they are no longer drafting invoices but their lab is and i will receive it by next week. i say to her okay i will call next Friday and she says no even Wednesday is fine.

On the 4th August 2020, (Tuesday) i call back and Cindy informs me that they have not received my invoice from the lab as yet and asks i wait another week. And if i dont get my invoice by Monday 10th August 2020, i should call back. I followed up via email on the 8th August 2020, assuming on Monday 10th Aug, they would respond to my email and provide feedback.

On 14thyAugust 2020, i realized i still hadn't heard from the. i tried calling and their number didn't go through until i called the Johannesburg cell number on their site and the lady kindly passed on my message to the Hillcrest Durban branch. Finally Cindyt returns my message and calls me and informs me that they still dont have my invoice which i found odd because this whole time im being led to believe that it will take a few days. So now i got irritated because they are not responding and Cindy is not giving me a time frame of when my invoice was sent, when i should expect my invoice, she even said this was the first time inquiring until i informed her of time stamps of when ive been following up because they dont provide feedback!

i informed her it was a matter of urgency from the 8th July! On the call i ask Cindy to reply to my email and provide feedback before i call back and she did not! I send a follow up email asking then to advise and confirm receipt of my mail! No reply. i just called today and asked the same thing and Cindy was on lunch. i left my details. and of course she did not call me back. i called back and now she said she doesn't know , basically i will get my invoice when i get it... What is That????? i ask for her to escalate to a manager she says she is and im appalled a manager of an institution would handle a sensitive, urgent case or query in this manner!!!!! its ridiculous. She even confirmed receipt of my emails and lied to say she replied yet when i ask her which email address she replied to, she couldn't respond!!!!

I'm appalled by the service here and still want my service. SHE EVEN CUT THE CALL WHILE I WAS SPEAKING !!!! i would like whoever is in charge of Epicentre to respond urgently. the disrespect and lack of urgency of m matter is appalling!!!! I just sent a follow up email after my call with her today 18th Aug, and am 100% sure she will not respond!! The proof of payment i received have details of GHI Lab in Isiphingo Durban but the numbers are invalid !!!

I WANT MY INVOICE IMMEDIATELY!!!!!!!!!