Do not use Discovery for Frames and Spectacles, its an ordeal

6 September I made a call to Discovery and spoke to Malisi on 6 September 2022 to enquire if Torga Optical Paarl Mall fall within the Network and if I would receive a 20% discount on frames from Discovery as shown on the website. Malisi calls Torga Paarl and calls me back, confirms the 20% is sorted. I may go.

16 September: I call on 16 September and speak to Thandeka to confirm how the 20% will be paid back to me as I am on my way to collect my specs now. Thandeka informs me that my medica aid option do not cover the 20% discount. I am shocked. This is not what Malisi said. She checks with Malisi and he said I NEVER mentioned the 20% in my call. I request Thandeka to listen to the recording. Thandeka promises me she will resolve this by COB on 16 September and will call me back. I never heard back from her.

19 September: I call discovery the afternoon to follow up on my query since Thandeka never called me back. I speak to Sadikah. She promises to escalate to Thandeka and her Manger via email.

20 September: Sadikah calls back and informs me she had not heard back from Thandeka or her manager on the call that needed to be listened to.

23 September: I call and speak to Charnel, I breakdown in tears on the call from utter frustration from the lack of feedback received from discovery and needing to repeat this story continually. They keep no record of previous conversation. Charnel tells me Discovery would never pay a 20% discount back to a customer. I keep hearing a different story when I call Discovery. I have lost all hope with this medical aid. I paid R7000 for my specs and it looks like I wont be able to claim that 20% back. If I knew this information on 7 September I never would have picked this frames, I would have picked the cheapest option possible.

I cannot trust discovery anymore. I am leaving this medical aid asap.