Consistent terrible service .

I am writing to escalate a matter that has now occurred for the second time, which is deeply concerning.

In [previous month], my Vitality membership was incorrectly cancelled despite all premiums being fully paid. After extensive follow-ups, including a public complaint, the issue was acknowledged and resolved by your team. I was issued a certificate confirming that my Vitality membership was active.

However, I have now discovered that my Vitality membership has once again been cancelled without any communication, explanation, or justification.

This indicates a serious and recurring administrative failure on your system.

I would like to highlight the following: • My premiums remain fully up to date • This issue was previously escalated and confirmed as resolved • I have received no communication regarding this new cancellation • I have now experienced repeated disruption due to the same error

At this stage, I require the following urgently: 1. Immediate reinstatement of my Vitality membership 2. A clear root cause explanation for why this issue has occurred again 3. Written confirmation that corrective measures have been implemented to prevent this from happening in future 4. Clarification on whether I am entitled to a refund for any period during which my membership was incorrectly inactive

Please treat this matter with urgency. If this issue is not resolved promptly and permanently, I will proceed with formal escalation to external regulatory channels.