Disgusting service

I am writing to formally lodge a complaint regarding the extremely poor service I have received from Vitality this week, as well as the incorrect cancellation of my Vitality membership which is linked to my medical aid

Since Monday, I have been in constant communication with your call centre in an attempt to resolve this matter. I have spent an average of three hours per day on calls, using my own airtime, with no resolution. I have been repeatedly placed on hold, transferred between agents, and provided with contradictory information.

On Monday, I spoke to Koketso Mafunisa, who confirmed that all my premiums are fully up to date until the end of February. Despite this, I have continued to receive emails stating that my Vitality has been cancelled. This morning, I received further communication indicating that my Vitality was cancelled effective 31/07/2025, which is entirely inconsistent with the information provided to me and with my payment records.

I have repeatedly requested:

A clear explanation for why my Vitality is reflecting as cancelled despite all premiums being paid

Immediate correction and reinstatement of my Vitality membership

A refund of all Vitality premiums deducted from July to date, should you be unable to resolve this error promptly

As of today (Thursday), there has been no resolution. I am currently still on a call with one of your agents, having been placed on hold again for over 30 minutes.

This level of service is unacceptable and does not align with the standards expected from Vitality. I am requesting that this matter be urgently escalated, investigated, and resolved without any further delays.

Please confirm in writing:

The correct status of my Vitality membership

The reason for the incorrect cancellation notifications

Whether my membership will be reinstated immediately or, alternatively, when I can expect my refund

A reference number for this complaint