TM
Thuso M
Active since Mar 2019
7
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Reviews
7 reviews3 weeks ago
Flawed Complaint Resolution
My name is Thuso Mokoena. I reported an ********* conduct of a Pharmacy Assistant during my visit at Parkdene Discheme Pharmacy on 18 October 2025. I sent a formal complaint to SAPC on 19 October 2025 pertaining to their employee who yelled at me when calling me for assistance. I did express how i felt shouted by this particular Pharmacy Assistant who has 20 years of service with them according to the name tag she had. What was worse for me, was the fact that i brought it to her attention that i felt shouted at and that hurt my feelings but instead of her offering an apology, she simply said to me "that is how i speak". In that situation, there was absolutely no reason that warranted her addressing me in that manner as she didn't have to call me out more than once to get my attention. I would have given her a benefit of a doubt that all she was trying was to scream so that i could hear her as i couldn't hear first time she called me out, but it was not the case in this scenario. SAPC sent me an acknowledgement letter of my complaint on 17 November 2025, with refence KC10038 also informing me, i will be informed of their investigation's outcome in due course. On 14 May 2025, i received another correspondence from SAPC with a subject CPI Progress Report. The contents of the email contained a 4 bullet feedback informing me which one of them informed me that the matter needed to further action due to no evidence of unprofessional conduct and i was also informed that the matter is finalised and closed. I responded on 15 May 2025 expressing my dissatisfaction regarding their investigation process and outcome and i specifically asked for them to provide me with reasons that made them reach the conclusion they reached. At no point did they contact me to check if there were any witnesses on the day or to just let me know if there is any type of evidence i could bring forth, they concluded the matter on their own. Furthermore, i really question what they stand for as a business because they basically invalidated my feelings by taking their employee's side clearly. How did they reach a conclusion that i was not supposed to be hurt by how i was addressed by their employee? I was the one at the receiving end and i am the only one who felt the emotions i felt at that time. How did they also deal with the fact that i reported to them that i actually told their employee how their conduct offended me and instead of apologizing, she continued to make an excuse about how that is her natural tone. I found her tone aggressive and that hurt me and that is the bottom line, whether she is used to addressing people in that manner and they never get offended that's beside the point because i personally took offense and i told her that. In conclusion, my perception of SAPC after my experience with them is that they do not value their clients feelings or perception. They care about making a sale and the after/during sale experience is none of their business. Their main goal is making money and protecting their employees at all cost, no matter their conduct towards clients and that explains why madam Felicity Markgraaff-P53912 could boldly say to my face "that is how i speak" with no remorse because she knew there won't be any consequences for her ********* conduct.
0 replies
13 months ago
Tigerbrands- Worms Infested Oats
My name is Thuso Mokoena. On the 8th May 2025 I sent a customer complaint notification to Tigerbrands regarding jungle oats manufactured 28.11.2024 with best before date of 28.11.2025 for worms infestation and mould. I received a reference number of TB2505130123 on 13 May 2025 with response saying they will engage me via sms and they routed the complaint to the relevant department. On the email, there was no apology for any inconvenience caused, they didn’t even bother to check if the infestation that occurred as a result of their non conforming oats affected the other groceries in my pantry, there was absolutely no sense of remorse or empathy. Tigerbrands didn’t demonstrate any kind of accountability or concern about how this could have affected me or my family, what the repercussions of consuming the oats would have been. Instead, Tigerbrands did exactly what the Store where I bought the oats would have done. They sent me R80 voucher yesterday via sms clearly to replace the oats I complaint about. I’m asking myself what was the point of taking the complaint to the manufacturer of the product instead of the Store where I bought the product because the remedy provided by the manufacturer isn’t in any way different from what the store would have done? This made me feel like Tigerbrands doesn’t show care to its product consumers or value their reputation less irrespective of being in the news pertaining to Listeriosis cases. Where is the feedback on the root cause that led to this non conforming oats, remedial action to ensure there was no further distribution or products on shelves being recalled to protect the nation as a whole furthermore a corrective action to ensure this type of a non conformance doesn’t recur? Deeply disappointed by how you deal with customer complaints
0 replies
15 months ago
I spoke to Tshegofatso regarding a request for cross border insurance confirmation letter
I spoke to Tshegofatso regarding a request for cross border insurance confirmation letter. She sounded very warm and even picked up there was an error with my email address in the system and fixed it. She was willing to stay on the line with me until I could confirm the receipt of the letter on my email. She really portrayed true customer service attributes
1 reply
59 months ago
Discovery Vitality 3 months free trial SCAM
On the 24th June 2021 i called Discovery to find out about their 3 months free trial on Vitality. I was informed by their Agent that the promotion is for 3 months free trial and the premium of R355 would only be collected in September 2021 through my employer should i decide to join and also informed that i could choose to subscribe for the trial period and cancel after 3 months if i wanted to. I joined Vitality same day and i was issued a membership no: 1117870913 and i was reassured my 3 months started from 1st June 2021 to 31 August 2021. I was shocked to receive my payslip for July from my employer to see a deduction of R710 for Vitality and i immediately called Vitality billing to lodge a complaint. I lodged a complaint with Lefa who told me on their system my 3 months premium hasn't been waivered and he was going to log a call internally to Admin to waiver it and another call for my refund which i should get within 2-3 working days and i was given a reference no: 8039440051, this was on the 22nd July 2021. Yesterday, 28th July 2021 i called for a follow up where i was put through various agents, namely: Thando, Kim, Sheryl and eventually Tamara informed me there was an error internally where my premium was not waivered for 3 months and also there was no request made for my refund but she could see the request to waiver my premiums on the system. She advised that the money deducted has not yet been cleared on their side meaning i should contact my employer and their broker for my refund instead of Discovery. I did contact their broker who advised me there is no way i could get a refund from my employer or the broker as the money has already been paid to Discovery and probably not cleared on their side yet. I called Discovery again today and got through to Carjo, who informed me she could see the request made and escalated by Lefa for waivering my premium and it is still not actioned and this request was made on the 22nd July. I asked cant i send them my payslip as proof of money deducted and get my refund irrespective of it being cleared or not because eventually they will get if from transfer made by my employer. She told me there's nothing actioned with my first query so as it stands they wouldn't even say there was a mistake with my premium or not and subsequently she cannot log a call for my refund. I am deeply disappointed as i trusted Discovery to prioritize their clients concerns. I also feel very much scammed for being lured into joining Vitality with the impression of the 3 months free trial and more over, the fact that i am the one who always has to call using my airtime for an error they made and them not having decency to take an initiative to call me and update me on my query. I also ask myself, if this was an error, why was it even an error of double premium? I am very much inconvenience and all i am asking for is my money!
0 replies
74 months ago
Capitec Bank is an opportunist during this COVID-19
I am extremely shocked and disappointed by how Capitec Bank is “apparently “ reaching out to its clients and debtors during these trying times where some people don’t have earnings and some’s salaries were cut. I for one, my salary was cut, so yesterday (05 May 2020) in the morning I called in to find out what were options on payment breaks. I was told I don’t qualify for a complete break, the offer they had for me was that I would pay 80% of R3600 (my current installment) for 3 months which will result in me paying additional +/- R2000 ( above R5000) from August until end of my term. I asked if isn’t it possible to rather extend my loan term instead of increasing my installment after 3 months period and they said NO! That option they don’t offer. Around 15:21 still yesterday (05 May 2020) I received an sms from Capitec Bank asking me if I want a payment break and I should respond with 1 if I need it, which subsequently you need to reply with your date of birth. In my mind I was thinking, since I declined the initial terms this may only mean they have reconsidered and by me responding to this message it means a consultant will call me and explain new terms to me. Little did I know was that by responding to that sms you agree to their terms and conditions and they will amend your loan agreement to their terms. My worry is that when I called them this morning, I was told that sms was sent to all their debtors. What if someone wasn’t as inquisitive as me and concluded that the 3 months payment break means no payment for 3 months and reinstating initial installment after 3 months? This morning when I called to understand if the terms were changed, they told me NO and I have already agreed to their terms by responding to their sms so they can’t cancel my application. They had already amended a new contract on their system which they didn’t even send to me to check and understand. They took me from pillar to post when I wanted to cancel my application for a payment break as I felt after the 3 months my life will be worse off than it is now. My main concern now is other debtors who agreed to this without knowing the consequences. Why is Capitec Bank using this pandemic as an opportunity to make massive profits out of our struggle? Don’t they know that even if all companies go back to operation after few months they would probably still cut people’s salaries in order for them to recover? Where do they expect people to get extra money for increased installments? I feel Capitec Bank is deliberately ruining people’s credit profiles.
2 replies
76 months ago
Treatment of patients at casualty
I would like to express my dissatisfaction of how the emergency department/casualty at Linkfield Hospital is operated. It’s now 23:10 and I have been sitting with my patient from past 9 who’s suffering diarrhea and also vomiting. To this point we haven’t seen a Dr, there’s also other patients on the queue which we found here and they have probably been here longer than us. After asking the nurse at the reception why are patients waiting for long to be atttended she answered by telling me they are prioritizing patients who got fetched by an Ambulance and the rest of the patient can wait. She further added that they only have one Dr on duty after 10pm. My question is, why is this an emergency department? Do we not come here because we expect emergency healthcare? Why do they have only 1 Dr on duty irrespective of the queue or condition of patients on the queue? Do I need to call an ambulance to fetch me for my condition to be given attention? There’s clearly no difference between the treatment at Government and Private Hospital!
0 replies
78 months ago
Unacceptable service but Discover Health
I have greatly been disappointed the unprofessionalism at Discovery Health were my query has been hanging since the 7th of January to date. On the 7th of January I filled in documentation for special payment from my medical savings to settle 2019 medical bills. I was given a reference no: 6863763325 and on the 9th I got a response saying I didn’t include practice numbers on the documents I sent. I filled in the practice numbers and resend the documents same day from my work email as I used work printer to scan. I made sure I copy my personal email address on the email. I got reference no: 6875458315. On the 13th I received feedback from Discovery informing me that they rejected my request as the documents I sent were not sent via an email address they recognize (meaning my personal email address). I responded and I asked how did they miss that I copied the same email in question. As hopeless as I was I went and did the right thing. As I had the documents already on my personal email I forwarded them to Discovery and received a reference no: 6873402053. On the 15th I received feedback informing my documents were rejected due to them not being clear. The feedback was so vague as I didn’t know exactly what they meant by “not clear”. I asked myself, when they rejected them initially why did they not inform me that they were unclear at the time? I felt they are looking for any excuse not to assist me and also every time I would rectify what they asked me to they would put me still on the 3 days leadtime. I called Discovery Health on the 16th and got through to Vuyiswa, who went through the documents with me over the phone and confirmed every information required is clear and she didn’t understand why they rejected them. Still on the phone she typed an email where she told me she was escalating my matter and I should receive progress feedback not later than Friday the 17th. She assured me how she will ensure that I’m updated and I’m assisted. I never received an email or a call from her until today. On the 20th I called and got through to one of the staff, at the verification stage of my ID I was told their system was down so they can’t even transfer my call to Vuyiswa. I called later same day and whoever picked up the call put it back down same time. I tried again yesterday on the 21st and I got through to Siza at customer care. He couldn’t help me as he said feedback was sent to Vuyiswa and she’s the one who has progress report on my case. He told me she hasn’t started her shift yet but he sent her an email to call me and give me feedback. That was about 8:45 in the morning. Siza like Vuyiswa assured he will ensure that Vuyiswa call me and he will even give me a call back around 10am to check if she called me back. Neither Vuyiswa or Siza called me back the entire day. In the afternoon I called again, I got through to Thandeka in the Claims Department. Like always, I had to narrate my story to her. She told me when she checks the system she picked up when Vuyiswa escalated the matter she didn’t attach my documents and she needs to log in another escalation. I feel very much unfairly treated and disrespected as a paying client that internal issues of Discovery Health have to affect me. I am not being given a necessary attention as a client and worse I don’t get updated. I continue to waste my airtime holding for long to get through to them but at the end of the day I don’t get assistance. I was given a chance to switch medical aid provider at work late last year and I stayed with Discovery but now I’m full of regret. I ask myself how many other patients get this type of treatment and never voice out. I further question myself what does the Management say with a case that’s open for so long which apparently has been escalated and is a priority. I am simply requesting money from my savings, I’m not asking for money that’s not mine.
2 replies
Review Distribution
5 Star
1 (14.285714285714286%)
4 Star
0 (0%)
3 Star
0 (0%)
2 Star
0 (0%)
1 Star
6 (85.71428571428571%)