DISGUSTING SERVICE FROM DISCOVERY

I am absolutely disgusted by the service levels I have received (or should I say not received) from Discovery in 3 instances in the last 2 weeks.

1. No feedback on unclear communication regarding COVID 19 points reduction.

On 19 March I came across a post on Facebook that Discovery had reduced the Vitality Active Rewards goal to 700 points, with no date stipulated on when this is effective. Since the post stated the we “are” I thought it was effective immediately and only achieved 700 points for the week, only to find out later that it was effective in the next cycle. Despite having asked on 19 March on the Discovery Facebook Messenger and never got a reply, I was told that a newsletter was sent to my email and I advised that this was not sent to me and asked for proof that it was sent but never got any feedback. On 20 Mar I logged a call with Discovery and the consultant promised to get this resolved and get back to me and never did. I followed up on 25 Mar and he told me that I am still on the queue and I understood, but it is now 2 April with no feedback despite having followed up again on 1 April but he didn’t even bother replying.

2. No feedback regarding my query on Active Money Rewards during the COVID 19 lockdown.

I have constantly been asking on the Discovery Facebook page and Messenger on what Discovery is doing to accommodate Active Money Rewards since we can’t go out to swipe our cards and we are at risk when we have to touch the swiping machine, but once again Discovery failed me and didn’t bother to answer. Again I am asking What is Discovery doing regarding Active Money Rewards to accommodate the very limited spending during this tough time? Amidst everything going on right now, we shouldn’t be worrying about meeting our money Goals.

3. Points on exercise not allocated on last week’s exercise.

I have an exercise that is not pulling through from last and is showing that I didn’t meet my Active goals last week even though I did. I logged a query with discovery yesterday, sent a mail to admin@discovery, and it was forwarded to another department which turned to be a wrong department. The discovery employee did not even bother forwarding it to the correct department and just sent a mail back saying they don’t deal with Vitality queries. I had to ask for the email from and had to forward the query again myself, and I haven’t received any feedback from Discovery.

I took the Apple Watch as well as iPhone benefit and all the above are compromising this benefit for, in that it looks like I didn’t achieve my goals.

This is very disgusting and disappointing service, and I am quite shocked. I have always heard people complain about discovery service but having to experience this myself is something else and is making me think twice about continuing with discovery.

I am a loyal customer with 4 of your products, medical aid, car insurance, household insurance, and Bank, and this is how I am treated? Should I trust discovery with my health, car, contents, and money if they can’t solve simple queries like this?

Disappointing Customer.

I hope you are able