Disappointed with pathetic service from Chelin and Mogomotsi (Discovery Vitality)

I have over the past three weeks or more been following up repeatedly with Discovery Vitality for various issues they have not cared to resolve or update me on. The first issue I have had with them has been the issue of the vitality points which were not calculated correctly since linking Vitality with our medical aid, instead of the life policy in July 2021. Turns out since then that the profiles were never linked and points not earned ****il we discovered this ourselves in June or July 2022). Whilst this matter was long raised with the Vitality team (on or about early August), the matter seems to still not have been resolved but closed on the system by Cheslin (Vitality ***), without any communication or feedback to us (even after following up and leaving message for him to call me).As if that was not bad enough, my husband’s birthdate was recorded as 00-00-00 and the same Chelin mentioned that he would get in touch with my husband to resolve the matter and never got in touch with him.

Then I discover there is another problem: we receive emails from Vitality that we are almost due (are 38 weeks pregnant) when we are quite far behind that period (by almost two months). I contact Vitality again and speak to Mogomotsi (Reference number: ***) to explain the error. Mogomotdi then promises to get back to us and also behaves the same way as her colleague Cheslin and never gets back to us!! What angered me more about her is requesting screenshots of emails they should be having (emails from Vitality that I am 38 weeks pregnant), then doing nothing with the information and leaving us hanging.

I realised then the culture of zero customer and zero feedback is an entrenched culture at Vitality. The consultants waste your time with phone calls, request for info and NEVER get back to. What weak performance measures and controls slow such poor performance from consultants. How do you regard yourself as a client care service provider and never resolve queries or revert to your clients -with zero consequences?

At this point, I have escalated the terrible Customer service from both Chelin and Mo****tsi with Bianca Mphola and await her feedback by tomorrow (24th August 2022). I do however remain deeply disappointed by the consistent terrible service from the Discovery Vitality consultants who seem to be clueless on customer service.