1 reviews | Active since Aug 2019
Discovery Vitality
I am a Discovery Health Diamond Vitality Member and worked mighty hard to get to this status and a faithful member since 2001. Recently I logged into Vitality and booked and paid for a plane ticket on Kulula. I have done this many times before over the years. I was surprised after making the payment being directed back to the Vitality website where I noticed that I did not get the discounted price. I logged a query with Discovery immediately only to be told 7 days later being today and by an "Executive" staff member that "according to their research I was not logged in and many clients make this mistake and Discovery cannot be repaying everyone who makes this mistake". Well I am aghast. Why is it so difficult for Discovery to pay my discount that I am entitled to into my credit card or bank account? Has anyone else had this scenario?
Your concerns are important to us. We will contact you soon to answer your comments.
Kind regards
Discovery health Servicing Team
Your concerns are important to us. We will contact you soon to answer your comments.
Kind regards
Discovery health Servicing Team
Hi Iona Thanks for your feedback. I realize that you are upset and understand that you don’t see a problem with us processing a refund manually, however we have an obligation to apply the rules of our benefits fairly and consistently. This means our rules apply to all our members and therefore we cannot exempt you from our rules. In other words, we are cannot treat you differently from other members. We do not make any manual adjustments or manual compensations for the flight benefit and because we need to be fair to everyone; we are unable to process this request for you. Even though you do not see a problem; please remember that if we do this for you, we will need to do it for every member. You do not have to agree with our stance but please understand that we have to be fair to all our members. Regards, Zelo Ntuli Executive Relationship Manager Escalated Query Management Team Discovery Vitality Contact: ***http://www.discovery.co.za
Hi Iona Thanks for your feedback. I realize that you are upset and understand that you don’t see a problem with us processing a refund manually, however we have an obligation to apply the rules of our benefits fairly and consistently. This means our rules apply to all our members and therefore we cannot exempt you from our rules. In other words, we are cannot treat you differently from other members. We do not make any manual adjustments or manual compensations for the flight benefit and because we need to be fair to everyone; we are unable to process this request for you. Even though you do not see a problem; please remember that if we do this for you, we will need to do it for every member. You do not have to agree with our stance but please understand that we have to be fair to all our members. Regards, Zelo Ntuli Executive Relationship Manager Escalated Query Management Team Discovery Vitality Contact: ***http://www.discovery.co.za