Vitality

I joined Discovery Bank to leverage the travel benefits associated with my Discovery Vitality membership. While booking flights has been seamless, my recent hotel booking experience was extremely frustrating. I initially attempted to book a room for two adults, but the system wouldn't allow me to proceed without adding a child to the reservation. I reluctantly added a child just to complete the booking process. However, after paying, the confirmation showed only one adult and one child.

Unable to modify the booking myself, I contacted Vitality Travel. They informed me that correcting the guest count to two adults would incur either an additional cost or a R250 service fee. This is unacceptable, especially considering the error occurred due to their booking system's design. I immediately recognized the mistake upon reviewing the voucher. All I needed was a simple change to reflect two adults, but instead, I was forced to cancel the booking and pay service fees. I was also informed that the refund takes 4 - 6 weeks to be processed. I would not recommend Vitality Travel for hotel bookings due to this experience.

Furthermore, I've encountered issues with the Discovery Bank app. The spend goals feature is malfunctioning; my spending is not being tracked.

Finally, the customer service experience has been appalling. The Vitality Travel agents I spoke with were incredibly rude and ***********. During one call, the line dropped, and the agent failed to call me back. On another occasion, a Discovery Bank agent, whom I asked to transfer me to Vitality Travel, simply hung up on me. Discovery, you need to do much better.