Oxy-Gen *****sters and *******

My wife was admitted to hospital with a lung issue. Her attending doctor arranged with Oxy-Gen to supply her with a machine for home use when discharged. I (patient's husband) was contacted by Veronique from Oxy-gen to make arrangements for the oxygen machine to be delivered. This was done on 27 June 2025 and everything went according to plan.

During my interaction with Veronique, she mentioned that our medical aid ( GEMS) also provides us with benefits for the purchase of our own oxygen machine-under apparatus benefits. I then told her to go ahead and get back to me. Next thing we knew and we get a message from our medical aid informing us that an amount of R42000-00 came from our Apparatus Benefits. Veronique never submitted the quote to us except to inform me that GEMS accepted our claim. I immediately contacted her and told her that this was unacceptable . I instructed her to reverse the claim/transaction. This was never done in spite of correspondence to the following staff at Oxy-Gen: 1 Veronique ( Sales Agent) who then started giving me a cold shoulder. 2. I then escalated matters to Shadley (Regional Supervisor) who completely ignored me. 3. I then contacted Lisa at Head office who despite making promises and apologies still left things unattended.

Sad to say the matter still remains unresolved and even though we contacted GEMS they decided not to get involved. We have never received the machine up to this day and we now cannot purchase a much needed apparatus to aid my wife with her Sleep Apnea.