Savings Refund

Dear Bonitas Customer Services / Management,

Membership Number: 24003597572

I am writing to formally escalate my complaint regarding the extremely poor service, lack of communication, delayed payment/refund process, and unprofessional treatment I have experienced from Bonitas.

For several days I have been contacting Bonitas seeking assistance and clarity regarding my outstanding refund/payment. Despite multiple calls and follow-ups, I have not received proper communication, a payment date, or meaningful assistance.

Today I spoke to Leen (Supervisor) and Stuart, who informed me that the reason Bonitas cannot provide payment dates or process payments is because Bonitas is transitioning to Momentum. This information was never communicated to me beforehand and I only became aware of it after repeatedly contacting your offices myself.

It is completely unacceptable that paying members are left without communication, without updates, and without cer*****y regarding their own funds. As a customer, I should not have to continuously chase for answers while being treated with aggression and dismissive behaviour by staff members.

The manner in which this matter has been handled has caused frustration, stress, and serious concern regarding whether members will actually receive the money owed to them by Bonitas.

I therefore request the following urgently:

• Immediate confirmation that my refund/payment will be processed • A clear and honest explanation regarding the delays • A confirmed payment date • Written clarification regarding the transition to Momentum and how it affects member payments • An investigation into the poor customer service and aggressive conduct experienced during my interactions with staff

I trusted Bonitas as my medical aid provider and expected professionalism, transparency, and respect. Unfortunately, my experience has been the opposite.

Should this matter continue without proper resolution, I will have no choice but to escalate the complaint further to the relevant regulatory and consumer protection authorities.

I expect urgent feedback and resolution.

Kind regards,

WB Shongwe