MM
Mpho M
Active since Sep 2013
29
Reviews
0
Industries
Reviews
29 reviews42 months ago
Bare minimum customer service
I switched from employer paid to a direct paying member and asked that it be effective from 01 September 2022. I sent through my forms in August 2022. At the end of September 2022, I got a double debit, without being informed that this would happen. When I asked about the incorrect debit amount, I was told that it was for August and September 2022 despite me explicitly stating that new cover be effective from 01 Sep 2022. After not getting feedback for weeks on end and endlessly following up on Chat and having too phone in because the chat on the app was basically useless and gave no information or updates. On a whatsapp chat, I was told that August was not included, but the medical aid is actually paid in advance and the double debit that I got was for September and October 2022. I confused because all these employees are telling me different things and I just want a refund for August because I specifically asked for cover to commence on 01 Sep 2022. 1. The chat services are terrible. Improve them or let them go 2. Your people are telling me different stories, I don't know what the truth is. 3. I wasn't informed that I was going to get a double debit and therefore incurred additional charges on other transactions because you decided to take more money than you were mandated to for the month. I am going to reverse these transaction and cancel my medical aid going forward 4. One employee told me that I was supposed to fill out a different form. I'm not sure how I was supposed to know this when you didn't inform me. I literally filled out the forms that I was sent and sent them back. I don't understand why they were processed with different dates without informing me. I would like an explanation on this regard. For a medical aid that hardly covers anything on day to day benefits, you sure do charge a lot and make members jump through hoops for basic things. You should be ashamed by the service you provide.
265 replies
47 months ago
Horrendous Claims Process for Optical Benefits
Happy to take your premium every month but when it is time to claim, you will be sent from pillar to post because they don't do their own optical claims. You will need to call a different company that you've never heard of to claim your benefits This external-non-bonitas company's service is even worse. Their people barely comprehend english and drop calls on you, you will be calling them multiple times for basic feedback
402 replies
61 months ago
Lost Vitality CashBack due to TGF Faulty Online Shopping
I recently made a purchase online and my vitality gear reward was not completed. I wasn't able to update my vitality card number due to the website not permitting the updates, this is a number I had previously updated o my profile and it somehow got reset. As a result, I was not able to receive the cashback due to me from Vitality. I've tried to follow up with TFG by email but those people do not seem to read to understand my issue. I'll be switching my rewards to sportsman's warehouse since they don't have these childish issues on their online shopping.
159 replies
61 months ago
Shambolic Call Centre and Process
I attempted to return an iPhone in exchange for a different model after activating the iPhone benefit on my app. Before returning this unused phone, I called discovery to find out the process, I was told that I can exchange the phone and top up the difference. When I get to the iStore, I’m told there’s no such process and the entire transaction has to reversed and I had to leave the phone there. Whilst the phone has been returned, I am charged internet by discovery on my credit card. Not only did I have to call several times to find out and confirm if discovery’s processed this reversal, I would be transferred between departments constantly having to repeat my reason for the call and my reason for being transferred. When that doesn’t happen, the call is dropped on me. Infuriating and shambles After days and days, I still have this item reflecting on my app and I still cannot proceed with the device exchange that I was supposed to do in the first place. One agent told me he’d transfer me to a department even though he doesn’t know if anyone from that department would be working and available to accept the transfer to assist. I asked how does he not know if his colleagues are working or not, he said that they’re separate departments. Shambles! 1. Don’t tell customers one thing whilst your affiliate service provider does something else. It’s lying on your part. 2. Don’t tell customers you’re going to do something and not do it. If you still haven’t done it, don’t wait for your customers to call you. You’re a digital bank. If your customers have to call you for basic updates, you ought to be embarrassed. I’ve probably spent hundred of rands on this process already. It’s a shame
53 replies
70 months ago
Quick to take Money. No delivery of goods. Weeks to process refunds. Insane refund policy for online ordes
I ordered a number of goods online for delivery. I received one of the goods whilst the rest were never delivered. I was not informed that the items will not arrive together in the same delivery, I got a shock when only one item arrived. I had to phone their call centre more than 10 times to find out what was going on with the items. After several repeated confirmations of my contact and delivery details, I had to finally accept that they actually just do not care, I asked to be refunded for the items that I never received. I was told that I cannot be refunded until the goods are returned to their warehouse by their courier, something that had nothing to do with me was then a dependent on me obtaining my refund. I'm not sure why their courier does not confirm if goods can be delivered before they accepted my cash, but now when it is time to return my cash, their courier is a factor. This was a two week long process and till today I do not have my refund because nobody is keeping me in the loop, nobody is telling if the good are returned and that my refund is being processed, in fact, I was told two weeks ago that the refund was processed and it take 5 - 7 working days but I still have not received my refund. I don't know how many times I had to call the contact centre since emails do not get responses for weeks on end.
0 replies
70 months ago
Account not closed after numerous requests
I asked for my account to be closed in February 2020, I was then informed that my request was processed and my account has been closed. Fast forward to June 2020, I discover that the account was not closed as requested. I had to follow up a number of times and till today, I don't know why they lied about the account being closed, I don't know why it wasn't closed.
210 replies
73 months ago
Going the Extra Mile
Just before the lockdown was in effect, I headed to the Boskruin store to get some of my regular shopping done. Of course the shelves were cleaned out by the panic buyers but one of the managers saw my frustration and asked if he could assist me. The items I was looking for were not in stock but he told me, the daily truck would be arriving soon and if I don't mind waiting, he could check them for me. Unfortunately what I needed was not on the truck either, but I appreciate the effort he tried to make when he saw my frustration. Thanks to the gentleman who tried.
0 replies
73 months ago
Failed Online Order but Billed
I recently placed an order on online for mr price home items. At the end of the ordering process, the payment was made but an error on the website occurred and the order was cancelled. This happened three times. With the three times that this occurred, my card was processed and funds went through. I've tried to email about a refund and I am not getting assistance. I've tried to call for my refund, I am not getting assistance. This is over R12 000 and my card has no funds for me to use because Mr Price is holding them hostage.
0 replies
75 months ago
Premium Increase no Notification or Explanation
After they made me drive around changing my vitality sensor because they keep giving TwT faulty sensors, they came back and slapped me with a premium increase a month into my policy. I am sick of this insurance company.
0 replies
76 months ago
Vitality Health Assessment same as Wellness Screening but refusal to allocate vitality points
Being on Vitality when one is not on the discovery medical aid is proving to be time consuming, uncomfortable, and probably not even worth it anymore. When one is on a different medical aid, one can do a wellness screening annually at dischem with the medical aid that they're on be it febhealth or bonitas or whatever. This wellness screening covers a voluntary HIV test, having your glucose checked, having your cholesterol checked, having your weight assessed, determining your BMI, having your blood pressure checked and a smokers declaration. All the same things that one checks in a Vitality Health Assessment. After trying to forward my wellness screening results done at Dischem, I was told that I won't be awarded points even though the tests are the same conducted were exactly the same. I was told that I need to do a vitality health assessment, for points to be allocated. I asked if they want me to go back to dischem to do the very same tests which would most likely produce the same results and they said yes. same test, different name, and more money for me to fork out. Obviously this impacts one's vitality status and points and rewards and benefits.
168 replies
Review Distribution
5 Star
4 (13.793103448275861%)
4 Star
1 (3.4482758620689653%)
3 Star
0 (0%)
2 Star
16 (55.172413793103445%)
1 Star
8 (27.586206896551722%)