Mediwallet
3.3|44 reviews
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jJ
jessica J
1 reviews | Active since Member
13 Aug 2025, 07:14
Mediwallet customer service is atrocious
My partner has a mediwallet account. We thought it would be a lifesaver in the event we need our vet bills covered. My partner issued me a voucher to use which I then activated as per the instructions. I received notification that my voucher was successfully activated and I will be able to use it. I went to my scheduled vet appointment which is one of the mediwallet listed partners. I tried to use the voucher but they could not find the voucher. After numerous attempts I ended up paying cash.
We immediately emailed mediwallet asking why I was not able to use my voucher to which they responded that it needs to be used at a listed partner. We responded that we did. We asked if there was a waiting period but no response. We asked if we could reverse the voucher because I can't use it. No response. We got a bill to pay our account (the R1000 voucher) but more than a week later still no assistance. We have to schedule out spay appointment and now we are unsure if mediwallet will cover those costs.
Helpful (0)
Replies (265)0
Replies (265)Mediwallet's replyOfficial
13 Aug 2025, 07:59Good day Ms. Jansen,
Thank you for reaching out and making us aware of your experience.
Please note you are able to use your voucher at any of our partnered practices. The voucher can easily be redeemed, after activation, by the partner using your ID number to process the transaction. We will be in contact with you shortly to confirm the details of the vet you were at and get more details in order to further assist in having the matter resolved.
Kind regards
The FeverTree Team
Thank you for reaching out and making us aware of your experience.
Please note you are able to use your voucher at any of our partnered practices. The voucher can easily be redeemed, after activation, by the partner using your ID number to process the transaction. We will be in contact with you shortly to confirm the details of the vet you were at and get more details in order to further assist in having the matter resolved.
Kind regards
The FeverTree Team
Best regards,
Mediwallet's reply13 Aug 2025, 07:59
Official
Good day Ms. Jansen,
Thank you for reaching out and making us aware of your experience.
Please note you are able to use your voucher at any of our partnered practices. The voucher can easily be redeemed, after activation, by the partner using your ID number to process the transaction. We will be in contact with you shortly to confirm the details of the vet you were at and get more details in order to further assist in having the matter resolved.
Kind regards
The FeverTree Team
Thank you for reaching out and making us aware of your experience.
Please note you are able to use your voucher at any of our partnered practices. The voucher can easily be redeemed, after activation, by the partner using your ID number to process the transaction. We will be in contact with you shortly to confirm the details of the vet you were at and get more details in order to further assist in having the matter resolved.
Kind regards
The FeverTree Team
Best regards,
jJ
jessica J's updateReviewer Update
13 Aug 2025, 09:26Thank you for your prompt response. I received a call, explained what transpired and I was assisted. I am currently waiting on a follow up regarding my review/query. Thank you for your assistance in trying to resolve this issue.
jJ
jessica J's update13 Aug 2025, 09:26
Reviewer Update
Thank you for your prompt response. I received a call, explained what transpired and I was assisted. I am currently waiting on a follow up regarding my review/query. Thank you for your assistance in trying to resolve this issue.
Mediwallet's replyOfficial
13 Aug 2025, 09:50Hi Jessica,
We are in contact with the partner to try and establish why the voucher was not picked up at the time of trying to transact. We will be using this as a learning opportunity on both ends to ensure smoother customer service going forward. We will also be reversing your voucher back to the original profile it was purchased from. You may expect a call as soon as this has been done to confirm it.
Kind regards
The Mediwallet Team
We are in contact with the partner to try and establish why the voucher was not picked up at the time of trying to transact. We will be using this as a learning opportunity on both ends to ensure smoother customer service going forward. We will also be reversing your voucher back to the original profile it was purchased from. You may expect a call as soon as this has been done to confirm it.
Kind regards
The Mediwallet Team
Best regards,
Mediwallet's reply13 Aug 2025, 09:50
Official
Hi Jessica,
We are in contact with the partner to try and establish why the voucher was not picked up at the time of trying to transact. We will be using this as a learning opportunity on both ends to ensure smoother customer service going forward. We will also be reversing your voucher back to the original profile it was purchased from. You may expect a call as soon as this has been done to confirm it.
Kind regards
The Mediwallet Team
We are in contact with the partner to try and establish why the voucher was not picked up at the time of trying to transact. We will be using this as a learning opportunity on both ends to ensure smoother customer service going forward. We will also be reversing your voucher back to the original profile it was purchased from. You may expect a call as soon as this has been done to confirm it.
Kind regards
The Mediwallet Team
Best regards,
jJ
jessica J's updateReviewer Update
13 Aug 2025, 10:03Hello Mediwallet Team
Thank you, I called the practice this morning to arrange our spay and they could definitely pick up my partners mediwallet account. And assured me there would be no issues using the account. I did not check my voucher again but I am very thankful for your assistance regarding this matter. Moving forward we will use my partners mediwallet.
All we wanted was clarification as to why I was not able to use the voucher, after our failed attempts to resolve this internally it wasn't the best service. However ,I am very happy to report that the swift and fast response and the representative I spoke to this morning from the fevertree team(mediwallet) has been extremely helpful and I appreciate her going the extra mile to resolve this issue. Thank you again for your assistance.
Regards
Thank you, I called the practice this morning to arrange our spay and they could definitely pick up my partners mediwallet account. And assured me there would be no issues using the account. I did not check my voucher again but I am very thankful for your assistance regarding this matter. Moving forward we will use my partners mediwallet.
All we wanted was clarification as to why I was not able to use the voucher, after our failed attempts to resolve this internally it wasn't the best service. However ,I am very happy to report that the swift and fast response and the representative I spoke to this morning from the fevertree team(mediwallet) has been extremely helpful and I appreciate her going the extra mile to resolve this issue. Thank you again for your assistance.
Regards
jJ
jessica J's update13 Aug 2025, 10:03
Reviewer Update
Hello Mediwallet Team
Thank you, I called the practice this morning to arrange our spay and they could definitely pick up my partners mediwallet account. And assured me there would be no issues using the account. I did not check my voucher again but I am very thankful for your assistance regarding this matter. Moving forward we will use my partners mediwallet.
All we wanted was clarification as to why I was not able to use the voucher, after our failed attempts to resolve this internally it wasn't the best service. However ,I am very happy to report that the swift and fast response and the representative I spoke to this morning from the fevertree team(mediwallet) has been extremely helpful and I appreciate her going the extra mile to resolve this issue. Thank you again for your assistance.
Regards
Thank you, I called the practice this morning to arrange our spay and they could definitely pick up my partners mediwallet account. And assured me there would be no issues using the account. I did not check my voucher again but I am very thankful for your assistance regarding this matter. Moving forward we will use my partners mediwallet.
All we wanted was clarification as to why I was not able to use the voucher, after our failed attempts to resolve this internally it wasn't the best service. However ,I am very happy to report that the swift and fast response and the representative I spoke to this morning from the fevertree team(mediwallet) has been extremely helpful and I appreciate her going the extra mile to resolve this issue. Thank you again for your assistance.
Regards
Mediwallet's replyOfficial
13 Aug 2025, 10:37Hi Jessica,
We are happy to report the matter has now been resolved and trust it will smooth spending going forward!
Kind regards
The Mediwallet Team
We are happy to report the matter has now been resolved and trust it will smooth spending going forward!
Kind regards
The Mediwallet Team
Best regards,
Mediwallet's reply13 Aug 2025, 10:37
Official
Hi Jessica,
We are happy to report the matter has now been resolved and trust it will smooth spending going forward!
Kind regards
The Mediwallet Team
We are happy to report the matter has now been resolved and trust it will smooth spending going forward!
Kind regards
The Mediwallet Team
Best regards,