I have been with Discovery Key care Plus for over 3 years now. In December 2011 I adjusted my installment to a higher bracket due to higher income. I sent in 2 months pay slips, 3 months bank statements and a income verification form. They phoned me back with in a few days and it did not even take them a week to adjust the installment.
I have been trying since May this year to adjust my premium to a lower one because I took a new job with a lower salary putting me in a lower income bracket. When I phoned they told me they would not accept it if I could not produce 3 months pay slips. 3 months later I emailed all my information and it is now another three months and not 1 call center agent has contacted me with any problems. I have phoned them numerous times and all they could tell me is that it is being processed. When I phoned yesterday they let me know that the bank statements where not correct and that they are only reimbursing me from first time that I made contact with them which according to them is in September: the difference between R2500 and R500!
It is never a problem for them to take more money, but it is quite a different story when they are the ones to pay
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