BAD CUSTOMER SERVICE!!!!!!!!!!!!!!!!!!!!

I am extremely unhappy with Discovery Vitality. You will forgive me for logging this complaint under Discovery Health, your Vitality team is not responding to HP reviews so it would be useless. On the 29th May i did my wellness assessment at work via your team that was onsite. I told the guy assisting me that my last assessment was on the 31st of December 2021. I asked him if this will not affect my points because i think the 90 days window period is not up and he told me it wont be a problem at all. I then got allocated some points and some were not allocated with reason code of the 90 days window period. I called the our broker Kim immediately to alert her of this so that we could sort it out while they were still here because that consultant would remember me very well. She told me she would escalate it. She escalated the matter on the 30th March and since then i have been following up with no positive feedback. I keep getting the same feedback that the matter is escalated to Discovery. I just did another follow up today and was advised that:

Hi Thabisile.

I do understand your frustration. What Vitality is saying is what you've already said, it's within the 90 days so you won't get points for the assessment.

I believe that because you were told it's not a problem by the wellness nurse, you should be given the points.

I have escalated this to our corporate health consultant and we've brought in the person who runs wellness and are fighting from this side.

Unfortunately it's going to take time as Vitality has a rule of 90 days and we are trying to override a rule because of the verbal discussion.

Regards, Kim

Now this frustrates me because at the end of the day, this was not my fault and why must i be expected to wait so long as if this is my fault? I am not angry at Kim (she has always been so helpful) because it seems that there is a flaw within Discovery itself. Can i have someone contact me to assist as i am really not happy.