"I have referred this to the Billing Team to assist with an investigation and to process a refund" - 10 Business days later and still nothing

When I joined my current employer, I was told that taking up medical aid is compulsory if I didn’t have medical aid prior to joining them. I was presented with many different options, and I decided to go with Discovery Medical aid as I heard decent things about them through word of mouth. If only I knew back what I know today, I would have avoided joining Discovery… I am ok with the medical aid being deducted straight from my salary as this will eliminate any possibility of the medical aid not being paid.

The issue that I have is that I signed up for Vitality Health using the website and was promised a trial period of 3 months before they start deducting money FROM MY BANK ACCOUNT that I provided, not directly from my salary that my employer pays into my bank account. I did not consent for them to take the Vitality Health the same way that they are taking the money for the medical aid, yet they took money, not from the account details that I have provided but straight from my salary that my employer is paying into my account, during my trial period where my first deduction for Vitality Health was only due to be taken at the end of February.

I commenced with my Vitality Health trial somewhere in December and they took money in January directly from my salary, not at the end of February from my bank account as agreed. When I saw the deduction on my payslip for Vitality health, I queried it on the 05/02/2024. Today is the 10th business day since I initially raised the issue. All that I have received is “I have referred this to the Billing Team to assist with an investigation and to process a refund”. No other feedback if it will be returned into my bank account or if it will be paid into next month Salary or even how long the entire process is going to take. I am left in the dark on this one.

The saddest part is, I should have seen the red flags from April 2023 as I started experiencing issues with their banking division and also with the delays of getting the drive sensor installed with Discovery insure in January 2024 as the discovery systems were offline at Tiger wheel and Tyre Umhlanga branch on the 3 occasions that I travelled there to get the sensor installed.

I have learnt my lesson by placing all my eggs in one basket and will be moving my banking, insurance, and medical aid away from Discovery over the next couple of months after doing my own research instead of listening to word of mouth. If you try to pet the same dog and you keep getting bit, maybe you should stop petting the dog.

Should someone from Discovery decide to get in touch with me regarding my experience, please don't. Don't bother calling, emailing me or responding to this review. Do better and fix this problem that should never have existed.