Ramp up the bill

I had the same PSA test done frequently as per my request. I have always paid with card, but recently found that my Medical Aid do cover a number of tests per year. I therefor decided to have the test submitted to the medical aid this time.

The medical aid paid for the PSA, but this time a 'Free PSA' test was added to the bill. I tried mailing the callcentre@lancet.co.za and wecare@lancet.co.za, to resolve the issue, but got no response.

Next I went to the place where I had the test done. They printed out the form and agreed that only the PSA test was requested and not the 'Free PSA'. They then informed me that there is nothing they can do and that I have to take it up with accounts.

I had to mail about 4 time before I received a response. The response was "Please be advised that the tests billed are not duplicated and are a component of group testing". My query was never around double billing, but an extra item added to the bill which the medical aid does not want to pay.

I then decided to phone the number for the accounts department and asked to speak the the person who rep**** to my mail. The Agent indicated that he did not know the person. I then asked to be assisted with my query. After explaining my issue, the agent rep**** that this is normal, as they sometimes add test to "Ramp up the bill" as they don't do just one test. I again explained that I had this done before and the previous time I only paid for the 'PSA' only.

The Agent then explained that if I wanted the item reversed I would have to ask the doctor to send a letter that they can remove the item from the bill. I thne explained again that I already sent them the form from the doctor only asking for the PSA test only. After this, he started reading my mails, and said he needed to discuss this with the person that rep**** to my mail. I stayed on the line whie being put on hold for over 15 minutes without the person returning to me.

I have left my phone number in the mails, and you have my number on your system. Nobody has also bothered to phone me back.

I am really disappointed in the treatment received from all areas. My question would also be, is it legal to just add tests to "Ramp up the bill"?