Manipal Hospital — Complain on cheating refund to customer

Address:

Klang

Dear Manipal,

Im on for your customer since 3 year's, my wife and daughter was admitted 2 time's in your hospitals and was good behavior from your team and doctors previously.

Unfortunately bad situation happen on last 3 week's which is on 7th, my wife having ENT problem and was attend by Dr Muthu kumar, as per Dr she need to admit in dare care due to small surgery on ear's. I was inform by Dr Muthu on Manipal procedure and deposit payment which is totally rm420. Covid test rm120 and rm300 for security purpose and will refund back after discharge. We went to payment counter and i repeated same question to your cashier girl, she was answer what dr muthu explain too. On same night we went to emergency at 10.30 for covid test. We was attend by 1 nurse payment made by debit card rm420. I have ask on refund and answer was will refund rm300 after discharge. We was waiting more than an hour and when ask with security guards he said have emergency case and only 2 doctors are around and attend on the patient.
It was MANIPAL HOSPITAL AND NOT GOVERNMENT HOSPITAL WE HAVE TO WAIT AN HOUR.
Dr was come out for covid test, there was 2 people to do sweb test, my wife was second person. PLEASE NOTE THIS POINT (Dr come out with full covid cover with glove and mask, sweb test was taken with 2 people and not changing after use for 1st person)

On next day morning 8th Jan we went to admition counter, 1 of indian lady named Madam kamalam attend to my wife, form given to ask signature, no explain given during that time, explain on refund rm120 covid test will refund if insurance approve and if not balance rm300 will refund after discharge. Everything done as said.

Discharge on same day after 4pm, no bills given ask to wait 2 day's. On monday 11th Jan i have called to manipal asking about my refund and was inform will refund in account within 2 day's time, and i was ask again n again on refund money. Answered rm 300 will be refund. After 2 day's on 13th wed i called back to manipal, i was inform by your account department my refund is rm180 only. I was shocked and question what happen on balance rm120. Named was anusha explaining rm120 deduct for PPI chargers. When ask what was PPI she said doctor usage equipment which is glove mask and covid cover dress. I was question why we as a customer we need to pay for doctor usage. Your hospital should provide to your doctors. I was damn angry and inform to the girl please ask your higher officer give me a call back regarding this.

On next day i was receive calls from your admition counter speak by mdm kamalam, she was strongly claiming that she have explain everything before my wife signing on papers. Come on guys, we are not small kids to call and argue on this things all. We was cheated and staff careless why not informing earlier or before sign on papers. I have called 3 times to your customer care attend by name anis but no return called comes from your manipal hospitals.

After the day receive call from HOD name Julie terrible rude talking to my wife, Julie was saying we already explain everything and you already sign on papers, We cannot do anything if you want to complaint please proceed. When my wife shouted she said don't shout and no need to talk just cut the conversation. I called to customer care again and again speak to miss anis, I have complaint on HOD Julie very rude to my wife and anis was told will bring this issue to upper level. Already past 1 week no calls from manipal hospital. My wife follow up with Dr Muthu on 22nd Jan, we are not going and decided no more visit for manipal hospitals.

Dear Manipal hospitals,
Where was your customer service gone??
This is the way communicate to customers??
Very rude???
As HOD no responsible at all???
Where is your hospital standards??

Your admition HoD and account department not admit on staff fault but putting on customers head. Irresponsible team in both department's.

You can check my wife and daughter details since 3 year's we was your customer's
Wife: Muhbinah binti md yusof

At last totally dissapointment on manipal service and cheating on customer money.

Thanks and regards,
Danish kavin
loyal customer