Shocking and utterly pathetic service from Discovery Vitality and Discovery Bank!

Dear Discovery Management,

I am writing to express my extreme disappointment and frustration with the service I have received from both Discovery Vitality and Discovery Bank. I joined Vitality and opened a Discovery Bank account just over a week ago. I was effectively forced into opening a bank account to gain access to the fitness facility and enjoy the benefit of two free workouts. The initial service I received was excellent, almost over the top, and created the expectation that I would be receiving the exceptional customer experience Discovery prides itself on. Unfortunately, that experience has been short-lived. I am now unable to access or book the fitness facility, despite being eligible for the two complimentary workouts. Whenever I attempt to make a booking, I receive the following error message: "Something went wrong! There was an error in processing this request." What has made this experience particularly unacceptable is the complete lack of assistance from both departments. Vitality blames Discovery Bank, while Discovery Bank points the finger back at Vitality. Nobody seems able to explain the problem, identify the cause of the error, or provide a solution. I have spent an unreasonable amount of my own time contacting various departments, making calls, and trying to resolve an issue that should never have become my responsibility to manage. I have also been promised callbacks that have never materialised. I am left chasing people for answers, wasting my airtime, and getting absolutely nowhere. This is not the level of service I expected from Discovery. It is incredibly frustrating to be welcomed with such enthusiasm when signing up, only to be met with indifference, a lack of accountability, and an apparent inability to resolve a straightforward technical issue once you have become a customer. I should not have to run between two departments, repeatedly explain my situation, and try to establish which team is responsible for fixing the problem. I expect Discovery Vitality and Discovery Bank to communicate with one another, take ownership of the issue, and provide a clear resolution rather than passing the responsibility back and forth. At this point, I am seriously questioning whether joining Vitality and opening a Discovery Bank account was the right decision. What was presented as a wonderful customer experience has instead become an exhausting and deeply disappointing exercise. I am genuinely considering cancelling my membership and reconsidering my relationship with Discovery altogether. I expect this complaint to be escalated to the relevant management team and for someone to take ownership of the matter. I would appreciate: - A clear explanation as to why I am unable to book the fitness facility. - Confirmation of which department is responsible for resolving the issue. - Assistance in activating my access and enabling me to book my two complimentary workouts. - A personal response from someone who can resolve the matter, rather than another referral to a different department. I would also appreciate a response as soon as possible, as I have already spent more than enough time trying to resolve this issue myself. Please do not respond with another generic apology or refer me back to the same departments. I am looking for accountability, communication, and a practical solution. I trust that Discovery will take this complaint seriously and demonstrate that the customer experience extends beyond the initial sign-up process.

Kind regards, A deeply disappointed customer Vitality ***