Discovery health has the worst customer service I have ever interacted with.

Very unhappy with Discovery health and their customer service. I was on my parents medical aid up until the end of January 2026 and we had started using personal health pathways and it was very nice to get a weekly free coffee from the exercise rewards. It was also really nice that I was able to wait for the coffee reward to turn into a gameboard play for some discovery miles. Starting February 2026 I switched over to my own medical aid and was offered Vitality for free for 3 months. I was not keen on getting it at first but decided to give it a try. First thing I found out was, that it was only going to be 2 months instead of 3 due to some clump of words used to make me frustrated and not ask further questions as to why really. Next, my first debit order goes off and charges me for Vitality?! leading me to decide to cancel it. After about half an hour on the phone with a "cancelation agent" (how is that even a thing) trying to get me not to cancel it, my vitality was set to be stopped end of February. March starts and I try and reach my exercise goals as I have been doing for the last 3 or 4 months and I see that I am not making any progress in my exercise ring. Upon closer inspection, I see that my weekly goal says initializing new goal or something which is strange since this has not happened since the first time it gave me an exercise goal. I also note that I have two unclaimed exercise rewards and at this point they were definitely past the coffee voucher deadline and close to expiring so I wanted to claim them. I go into the Discovery app and to the vitality active rewards section (where I have been claiming them every single time regardless of having vitality or not) only to see an error message with a try again button that does not work. My opinion on all the Discovery apps and their terrible UI etc. is a story for another day. Anyway, all I could do next was to call support to get this sorted out as it has been like this for at least a week of checking at least once a day at this point. Oh boy, I contact the support for Discovery health medical scheme as it is my understanding that they are responsible for the Personal health pathways and I explain what my problem is. Here is a summary of my interactions with this problem: - (On whatsapp) I am told that the Vitality department is responsible for a problem like this and I will be put through to them. I am then kicked out of the chat because I do not have a Vitality membership. - (On whatsapp again) This chat was very frustrating as each response I got took about 3 or 4 minutes making a 10 minute conversation take almost an hour. The person I talked to didn't understand what I was saying no matter how many times I explained it and would ask the same question multiple times. I was then told that I could not access the rewards due to me not having an active vitality membership. I then tried explaining that I know I do not need vitality as I was able to access the rewards before when I did not have vitality and they are two seperate things. I am then told again that I do not have vitality. Most interactions in this chat was like this where I would try and explain and then I would get such a half you are wrong response. - After this interaction I decided to call support. I get through to Discovery health medical scheme support department and I am told that I need to speak to vitality for this. I get through to vitality and I am told that I need to speak to Discovery health medical scheme for this. For the first time I get through to someone somewhat competent at Discovery health medical scheme who sounds like they understand what the issue is. I then start the explain that I think the problem in the system happened upon cancelation of my vitality membership (which I tried to avoid mentioning up until this stage in this interaction) and suddenly the person goes back to me not having vitality as being the problem. I could not describe in words how frustrated I felt when this happened. Luckily this person opened a ticket to escalate this but why does it have to be so difficult.

So this is my experience. Why do I feel so much more competent in understanding how Discovery's system works than the people working there who are supposed to help others??? And please Discovery fix all of your apps they are so so terrible to use.