DS
Dianne S
Active since Sep 2016
4
Reviews
0
Industries
Reviews
4 reviews35 months ago
Healthbridge bad service
Last year December we decided to chang billing systems & changed to Healthbridge. I immediately picked up a problem because I needed to load two different account with the same medical aid number. Their system did not allow for this. I contacted them and asked how it could be done. I was told I could not do it. I said I need to be able to do it as we have many patients in this category. I was told they would discuss it with the programming department and get back to me. I checked a few times and was told it cannot be done. In May I decided to move to another Billing system. I gave notice to Healthbridge and within two days they were here showing me how to load two accounts with the same medical aid number and reducing our monthly fee to be competitive with the new one. I refused to stay, it was too little too late. I requested my data on the 29 May and there was an error. I phoned the help dest and the agents first words to me were "I see you have terminated your contract" I should have known that meant you will remain at the bottom of our priority lists. I only got the list at 10:45 on Monday the 29th. I did not check it which was my mistake. I forwarded it to the new company and they did the coversion. they loaded it on my system and I started working. I quickly realised that most of my accounts were missing. I checked the list and there were 742 patients on the list they sent me. We have over 15000 patient files. I contacted them to rerun the report. they responed saying they need a signed letter from the DR requesting it. I sent that the following day. This is day 3 after they got the signed letter and I still do not have my data. The response I got when I queried it was" I have escalated it and it's waiting to be authorised." All I can say is be very careful of moving because they promise the world but it is not what I am experiencing.
0 replies
80 months ago
Discovery is excellent until you encounter a problem then you get zero service.
I work for a specialist. One of his patients started seeing him in February this year, since March 2019, I have tried to get this account paid. References for calls and emails: 6355762518,6359915223,6384244293,6384483832,6455749661,6455749661,6513158069,Sal - Supervisor, Pam his manager. 6536093849, 6540035799, 6565515965, 6567679131, Sandile 6583883477, 6595170632, Complaits 6596559479, 59228770, 6618890257, John 6621490793, 6621503321, 6621461435, 6659612731, 6659753570, Complaints 6659753570, 6659800970, Vanessa 6659800970 -MailRef#1801418126# The patient has had her baby and not a cent has been paid for her consultations! I have asked, asked and asked and everyone tells me there is a problem and then ignores any further requests! No one comes back to you no matter what they tell you to get you off their backs on the phone. No one listens when I explain the normal chanels are not working. You cannot get higher than this level of people who keep on doing the same thing over and over again even though I tell them its not working. Someone needs to take responsibility who actually will do something to get this paid. Without shouting you cannot get past the call centre agents to team leaders, supervisors, managers including client service managers and the Executive Relationship Manager. Lies and innefficiency at its best sum up this experience. The time spent on this query probably has doubled the amount due to the Dr but no one is concerned because they still get their salaries every month whether they actually do what they say they will or not.
210 replies
83 months ago
Tracker-Customer Service non existant.
My boss sold a car 10 years ago, he checked why tracker was still debiting his bank account and found out it was for the car sold 10 years ago. He has had numerous vehicles with tracker and has cancelled each one as it was sold. He is sure he cancelled this one the same as the rest of his vehicles, Tracker says without proof from 10 years ago they will not do anything. He put a stop payment on the D/O so they handed him over for R 1109.65. When I spoke to them and explained that he did not own the car and hadn't for 10 years. Their response was simply prove it or pay up. Krystal Joseph, Title "Customer Service Co-ordinator" said we must prove the vehicle was sold and she would take it to management for review. I got a copy of ownership form from the licence department and emailed the proof to her. Her response was simply we can see it was sold but we have no record of it being cancelled so pay the R1109.65 and we will cancle the contract? They have earned in excess of R 22 000.00 for this car and are not prepared to write off R 1109.65. The onus is on us to prove we cancelled the contract. The previous lady who was employed no longer works here, she would have sent the email, or phoned and there is no way to prove it was stopped. I am completely disgusted with this response, we are not asking for a refund but just refusing to pay any more money after paying so much for something we should not have been charged for. If this is what the "Customer Service Department " is employed for I wouldn't go near Tracker for anything! Dianne
56 replies
116 months ago
Bad service
<p>I got an Authorisation for my M-I-L for a procedure in Dec 2015.This I did over a period of a few days as it was to come from her savings account which at that time was depleted. She was in her above threshold limits. When getting the authorisation the lady helping me explained that she did not know enough about the above threshold limits to confirm that the Dr would be paid in full. She then transferred me to someone in the above threshold limits department. I was cut off and so phoned back and spoke to a gentleman who assured me that the account would be paid in full. I had a quote from the Dr with the codes and amounts on it so I specifically asked the amount that would be paid per code. I was told that the Dr was on a payment agreement with Discovery that paid all hospital procedures at 200% and that he was not allowed to charge more than that so everything would be paid.</p> <p>This account was fully paid in December 2015. Once paid I threw away all my notes as to who I spoke to (my mistake) because this year in April Discovery reversed out R 2 936.30 so effectively paying R 1 996.00. Now the battle began. I was first told the reversal was because the Dr and the Anaesthetist charged the same code and I had to get motivation as to why. I was then told that the case manager needed to update the details in order for the claim to be paid. Finally Rahmat gave me the correct reason for the rejection and it is actually simple - when claiming from above threshold limits Discovery only pays 100% of any claim. I accept this, but my argument is that I specifically asked the person in above threshold limits department if they would pay and he said YES. Due to this I am saying Discovery has a responsibility to pay this account. I have spent many hours on the phone going through idiotic reasons and unhelpful agents who lie about getting back to you and do not make proper notes so that the next person can actually help without having to explain, fight and yell to get them to do anything. Calls: Yushrah 8/7/16, 14/7 Ref: ********** 845, 21/7 Zikona, 1/8 Ref: ********** 787, 19/8 Ref: ********** 301 Rahmat, 13/9 Ref: ********** 968 Risanne and 19/9 Ref: ********** 916 Babala. All of them where retrieving the calls, listening to them and COMING back to me? Really, does anyone in their sane mind believe that this process takes 3 months? When you phone you are told 3-7 working days? This has been escalated to team leaders but nothing gets done except my blood pressure rises. I am done talking to Discovery about this issue, now we will just warn people through the media not to believe what they are told when speaking to them. </p>
106 replies
Review Distribution
5 Star
0 (0%)
4 Star
0 (0%)
3 Star
0 (0%)
2 Star
1 (25%)
1 Star
3 (75%)