Discovery Health

Dear Discovery Health Customer Service,

I am writing to formally express my dissatisfaction with the service I have received as a long-standing member of Discovery Health for approximately 25 years. I am shocked by the current level of service being provided to your customers.

On the 14th of January 2025, I visited your Head Office in Sandton to speak with a consultant. Upon arrival, I was warmly greeted by a person in the customer walk-in center. I explained that I needed to speak with a health/medical consultant regarding my membership, which had been canceled. Additionally, I mentioned that my Vitality membership was canceled, yet a debit order was still processed on the 1st of December.

The person acknowledged that this situation seemed unusual and connected me with a consultant over the phone. I explained my case to the call center agent, which was the same as what I could have done from home. The agent asked me to hold the line while they investigated the issue and sought a resolution. Unfortunately, after 43 minutes on the phone, the call was disconnected.

When I requested to meet with a consultant in person, I was informed that it is not allowed to meet with consultants directly and that all communication must be conducted over the phone. This is particularly frustrating as I have been attempting to resolve this issue via phone since the 2nd of December without success, which prompted my visit to your offices.

As Discovery members, we contribute to the funding of your facilities and staff salaries. Therefore, it is perplexing why we cannot access the preferred service we require or meet with consultants directly.

Has Discovery become too large and lost its commitment to valuing its customers?

I look forward to your prompt response and a resolution to this matter.

Sincerely,

Sean Coetzee