I sent a request, with what we thought were all necessary documents (telephonic ref. 16042013QW3HGH), on 16 April 2013 to medscheme to change the bank account for the contributions debit order from my wife's account (which we wanted to close) to my account (Query Number 160413QW3NL6). Their auto reply stated 'Expected query resolution time 5 working days from date of receipt excluding weekends and public holidays.' I received a reply back from them two weeks later (on 30 April 2013, double their 'expected query resolution time') which stated 'Kindly be advised that we do require authorisation letter from the account holder confirming that we can use his bank details for contributions'. The debit order is meant to go off of the new account on 1 May... but how can this happen when they took 2 weeks to get back to me, only to say that the authorisation letter is missing? I sent it through to them within half an hour of receiving their mail, but why it 2 weeks to get back to me remains a mystery. It's appalling service delivery!!!
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