*********** EMPLOYEES

Being a former member of Discovery, I had requested that my membership be cancelled in May 2019 as I had resigned from my previous employer. Since joining a new company part of the requirements is to have medical aid, in this Discovery Health being the employer preference. So, I had to go back to re-activate my account only to be informed by a consultant that my 2017 account is in arrears.

Now with much confusion, the question I posed was, why would you the allow me to continue with a membership in 2018 if I had the arrears? Why was I not informed of this back in 2018 but only now which is years later? The consultant was very ambiguous as he could not explain this to me and insisted that I pay the outstanding amount. i then asked him to hold back with the application as I would like to consult my new employer in terms of having to cover this cost before we proceed with the application - preferably he give me until Monday as it was Friday when I did the consultation. There was no sense of basic customer service and emotional intelligence to allow me to get my issue sorted.

On Monday morning a different consultant (female) contacts me and I reiterated that I am aware of the arrears as it was mentioned to me by the previous consultant. She was more understanding and gave me leeway. During the course of the day the initial consultant calls me back to ask whether I have had the discussions with my current employer. I said if it still stands that I owe since 2017 may he please issue me some form of confirmation letter stating this amount as it makes no sense why I was issued membership in 2018. During the what was meant to be a dialogue, his tone became very condescending, leading to him not even giving me a chance to utter a word. Due to his attitude I then requested that he cancel my membership effective immediately.

A week later, I received a post indicating that my membership would be effected 1st December 2019. This really upset me as I had requested that it be cancelled.

This just goes to show that a company can be tarnished by *********** employees. Train your call centre agents to learn to listen and exercise their patience. Not everything revolves around sales and targets.

Yours truly, Never Again.