Some 3 000 Discovery Health members have been affected by a double billing this month, thanks to a problem with the company's billing system.
According to Discovery Health COO Johan van Rooyen, the problem was picked up quickly thanks to error checks built into the system.
“Discovery Health's operations are fully ISO 9000-compliant, and the checks and balances we have in place allowed us to pick up an error where we double debited 3 000 members,” he says.
He adds that each affected customer should have by now been contacted by the company to have the problem resolved. “We are offering them the option of a refund within 24 hours or, if they prefer, we will off-set this against their next month's contributions.”
However, several customers have informed ITWeb they had to contact the customer care centre themselves to have the problem corrected. They also noted the refund turnaround time offered by Discovery Health's contact centre staff was three days.
The company did not indicate exactly what the problem was with the billing system, nor did it indicate what solution it was using.
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