Claiming Vitality points to miles

I sent them the below email with attachments, so I'm referring to the attachments which was screenshots of my web interface.

I want to claim my vitality points to miles for the 2017 year. I know the close off date was end of January 2018. End of last year I checked to make sure that I will get my points to miles but your website made me believe that I only need to have Miles activated on my credit card to be eligible for the points to miles benefit.

The reason being, is that on your website (Info on Point to Miles attachment) it only states “If you are already a Vitality member, to get Point to Miles simply activate Discovery Miles then activate the benefit.” Which also when you click the “activate Discovery Miles” it only takes you to the screen showing the miles benefit. To put emphasis on the fact that “then activate the benefit” does refer to activating it separately but it does not say where and it is also not clickable to refer you to the screen where to activate the benefit.

On top of that, going into the guide for points to miles (Also attached screenshots). Under “Who is Eligible” it does not state the person should have the Travel booster benefit activated to be eligible for the points to miles AND under “How to activate Point to Miles” it only says you have to go to the website, and that you have to do it after Feb 2017, AND that when you activate the point to miles, it will also activate the Travel Booster benefit (Not the other way round).

Since I was under the impression I will be eligible for the points to miles I just waited for the miles to be added to my account. Half way into Feb 2018 the miles hasn’t been added to my account and that is when I first called.

I called on 13/02/2018 and spoke to Keyra. She then advised that she understands and that she will escalate the situation (Which was never done) and that she will look into it to see if they can get my miles for the 2017 year. I explained to her that when I go on the website it does not take me to any screen where I can activate the benefit and that the website doesn’t clearly state I have to activate the travel booster to get the Points to Miles Benefit (attached is screenshots on my website pages).

On 20/02/2018 I called again to see if anything changed, just to find out that Keyra never lodged my complaint. I spoke to Nadine a manager about my problem with the website. She explained to me that her screen does give her the option to “activate travel savings and points to miles” benefit and she said that there can be no exceptions on activating the benefit after the fact (Which I cannot believe since any system can be adjusted manually). I then explained to her how my screen looks (the website layout), after explaining it she said that her screen does not look the same and that she will escalate it with seniors.

I explained to her that if my website looks different from her’s (lets go with the idea that my website is the only one that looks like that) then I’m surely THE exception to whom they can make an exception to adjust my points to miles benefit.

My final points referring to the attachments:

· The guide to points to miles: 1) Does not state you have to activate travel booster to be ELIGIBLE for the points to miles benefit. 2) Does not state you have to activate the travel booster to have the points to miles activated, under “how to activate points to miles”.

· The website does not take you to any screen where you can activate the benefit with a direct and clear path.

· Only under “Travel Savings” section, under “Find out more” there is a path to activate the Points to miles benefit. – If I’m not looking to activate the travel booster (not planning to travel anytime soon) why would I be reading more information on the travel booster.

My query and complaint is that your paths are not direct and clear and yet I’m losing out my benefit and money.