Staff not trained

Dear Medscheme eSolutions Team,

I have been experiencing login issues on the Medscheme portal for the past two months, which has prevented me from accessing my remittance advice. Despite several attempts and numerous calls, the issue remains unresolved.

Unfortunately, the support staff I’ve spoken to appear insufficiently trained to handle portal related issues. I have repeatedly been placed on hold while they consult IT, and even basic requests, such as forwarding the OTP to an alternative email address, have become unnecessarily tedious.

The email address on file has given us intermittent problems and the Otp was not being received on our side.

I have been told by claims staff that they are “not from IT” and they need to speak to the relevant department, yet the IT team does not communicate directly with clients. This roundabout communication is wasting time and is not providing any resolution.

I am please urgently requesting to be assisted by a competent and technically knowledgeable person who can help restore my access without further delay.