APPALLING Customer Service and NO Care for the customer

My partner and I joined HCF in April 2013 having previously been with Peoplecare for 8 + years as we thought HCF offered a more affordable level of cover for couples. Three days ago I developed an abyss on my impacted wisdom tooth; I have been advised by my dentist that the tooth will need to be extracted surgically as soon as possible. I have been booked in for the procedure 02/04/15. After being on hold for 43 mins yesterday I was told “sorry the department has closed for the day try again tomorrow” again I called today and was placed on hold for 31 mins only to be rudely told “I can’t find your practitioner you call them and get them to call us” (I informed the customer service representative that I used my card at the practice yesterday so obviously they are registered with you) I was told “Yeah well I can’t find it get them to call us” and then hung up. After 4 phone calls and 2.5hrs on hold I am told HCF will not cover the procedure as our 12 Month waiting period is not up until 03/04/15 which is just one days difference. Having transferred from one fund to another I was told that all waiting periods would be waived, which was obviously a lie. After having to deal with HCF and their appalling customer service and lack of empathy I will definitely be cancelling my membership and switching back to Peoplecare, they may be a little bit more expensive but they have always been there when I have needed them which I believe is the entire point of joining a health care fund.

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