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mO
mishka O

1 reviews | Active since Nov 2012

31 Mar 2026, 10:12

Ongoing Issue: Personal Health Fund Not Working – Multiple Unresolved Complaints

Dear Discovery Team,

I am writing to formally escalate an issue that has now been ongoing for over a month regarding my Personal Health Fund not functioning correctly.

Despite consistently meeting all my exercise goals, my progress is not reflecting or loading on the Personal Health Fund. The data appears correctly on Vitality, but not where it actually matters for accessing the benefit.

This has become extremely frustrating, especially considering that Discovery actively advertises these benefits, yet the app functionality is failing. At this point, I am unable to even accept or participate in challenges because the feature is simply not working.

I have logged multiple complaints, made several calls, and received numerous reference numbers, yet nothing has been resolved. Each time, I am told the issue is being handled or escalated, but there is no follow-up or actual resolution.

Here are some of the reference numbers for your review: - *** - INC*** (still with the System Department and unresolved)

There are additional reference numbers as well, all linked to the same ongoing issue.

It is unacceptable that after more than a month, this remains unresolved with no clear feedback or timeline. I am requesting urgent intervention to resolve this matter and restore proper functionality to my Personal Health Fund.

Please provide a clear update, a timeline for resolution, and ensure that this is properly escalated beyond the current loop of ineffective responses.

I look forward to your prompt and decisive action.

Kind regards,

0
Replies (18)
Discovery Health
Discovery Health's reply31 Mar 2026, 10:22
Official
Dear Mishka O

We’ve noted your concerns and we’re investigating the matter. We’ll contact you with feedback as soon as possible. 

Regards 
Discovery Health Servicing Team
mO
mishka O's update31 Mar 2026, 10:40
Reviewer Update
I’ve been told this since the beginning of the year?
Discovery Health
Discovery Health's reply31 Mar 2026, 12:25
Official
Dear Mishka O 

We are busy investigating your query and will contact you soon.

Regards 
Discovery Health Servicing Team
mO
mishka O's update02 Apr 2026, 09:39
Reviewer Update
Are you guys still investigating ? How long will this take? It’s been months of issues and still I’ve got no feedback .
mO
mishka O's update02 Apr 2026, 09:39
Reviewer Update
And every response I get is the same response whilst nothing is fixed.

What happens to my points not awarded ?
What happens to the new challenges I can’t join?
mO
mishka O's update06 Apr 2026, 10:58
Reviewer Update
No update ?!
mO
mishka O's update21 Apr 2026, 15:46
Reviewer Update
Still not working.
Was supposed to received feedback Thursday from discovery it’s Tuesday and nothing
Discovery Health
Discovery Health's reply22 Apr 2026, 08:32
Official
Dear Mishka O

We are busy investigating your query and will contact you soon.

Regards 
Discovery Health Servicing Team
mO
mishka O's update28 Apr 2026, 19:39
Reviewer Update
I was told I would get a call back last week , they were investigating and I still didn’t hear back. It’s been an entire year so far
Discovery Health
Discovery Health's reply30 Apr 2026, 10:52
Official
Dear Mishka O 

We are busy investigating your query and will contact you soon.

Regards 
Discovery Health Servicing Team
mO
mishka O's update30 Apr 2026, 19:03
Reviewer Update
Subject: Formal Escalation: Ongoing Unresolved Personal Health Fund Issue Since February 2026

Dear Discovery Team,

I am following up on my formal complaint submitted on 31 March 2026 regarding my Personal Health Fund not functioning correctly. As of today, 30 April 2026, this issue remains unresolved despite repeated assurances that it is being investigated.

This matter has in fact been ongoing since February 2026, meaning I have now been affected for several months without resolution.

To date:

  • My exercise goals are being met consistently.
  • My activity data reflects correctly on Vitality.
  • However, progress is still not loading or updating on my Personal Health Fund.
  • I remain unable to properly access benefits or participate in challenges linked to the feature.
  • I have made multiple calls, logged numerous complaints, and received several reference numbers.
  • On several calls, agents advise that they will follow up, escalate the matter, or revert to me, but this repeatedly does not happen.
  • As a result, spending time on these calls has become unproductive and a waste of time, as no action or progress follows the promises made.
  • Each time I am advised the matter is under investigation, yet no meaningful update, timeline, or resolution has been provided.
This level of delay is unreasonable for a service and benefit that is actively marketed to members. It is deeply frustrating to continuously chase the same unresolved issue while receiving no accountability or clear communication. I am requesting the following urgently:
  1. Immediate intervention from a senior escalation or technical resolution team.
  2. A written explanation of the cause of the delay.
  3. A firm timeline for final resolution.
  4. Consideration of compensation, restoration, or backdating of any lost benefits/opportunities caused by this prolonged malfunction.
  5. Consistent communication until the issue is resolved.
  6. That only meaningful callbacks or updates be made once actual progress has been achieved.
Please treat this as a formal escalation. If this matter cannot be resolved promptly, I request details of the next complaints channel or ombuds process available. I trust this will now receive the urgent attention it requires. Kind regards,
Discovery Health
Discovery Health's reply11 May 2026, 11:51
Official
Dear Mishka O 

We are busy investigating your query and will contact you soon.

Regards 
Discovery Health Servicing Team
mO
mishka O's update12 May 2026, 19:11
Reviewer Update
This response no longer suffices. Check the timeline this has been an issue since the beginning of the year and I reported it consistently since early March. It’s 12th May.
Discovery Health
Discovery Health's reply29 May 2026, 15:54
Official
Dear Mishka O 

We have been in touch with you to answer your comments. 

Regards 
Discovery Health Servicing Team
mO
mishka O's update01 Jun 2026, 13:46
Reviewer Update
No you have not.
No my issue is not resolved- my problem still stands .

mO
mishka O's update08 Jul 2026, 10:03
Reviewer Update
Still no feedback. I’m losing out on more rewards because the app is glitching ! It’s insane. Why advertise something that doesn’t work!
mO
mishka O's update08 Jul 2026, 10:04
Reviewer Update
And NO ONE is in touch
Discovery Health
Discovery Health's reply15 Jul 2026, 09:37
Official
Dear Mishka O 

We are busy investigating your query and will contact you soon.

Regards 
Discovery Health Servicing Team