Thefts!!! and Total disregarding of individuals.

I joined Discovery Flexicare beginning of March this year. I also joined Vitality, but this was cancelled after three months, as I did not use any of the benefits.

From the start, there were problems with my debit order. The date was wrong, after it was confirmed it will go off on the 1st of each month. I had to do an EFT for the first payment, and after that the debit order will run 1st of each month. My payment was made on the 28th of Feb, but on the 11th of March, the debit order went off. My bank charged me R 210 for the debit order that bounced. Phoned Discovery and double check again that the debit order will go off 1 April – all confirmed. I lost R210 for which they are not taking responsibility for, even through, the debit order date was confirmed from the start.

On 8 May I advised them that my banking details had changed. Forms and all other documents were sent in and I received a confirmation letter on the 9th of May that my banking details were updated. This is where my refunds should be paid in and where my debit order should go off.

Vitality was cancelled after three months, and the correct amount went off via debit order. September my debit order amount increased by +- R1000. I phoned them and I was told my Vitality was reinstated. I NEVER called, asked, emailed, sent a WhatsApp, or communicated in any way, that this should be done. I asked them to please refund me. This is where my frustration started. After speaking to the “Flexicare” department, I was put through to the “Vitality” department, where I was told I needed to speak to someone in the “Flexicare” department again. Four people later, and the last person, Nabesh (reference number ***), said he will send the request through to the accounts department. I asked if I could speak to someone in this department, but he told me they didn’t have a direct number, and that they would communicate with me via email.

On 6 September, a refund was made but guess what... in the wrong bank account!!! In the bank account, before I changed it, and AFTER I received a letter with confirmation of bank account changes made. I phoned them again and another request was sent to the account department to reverse the funds and refund me into the correct bank account. I just need to add here, I double and triple checked again that my banking details were correct, and even asked the person on the line to check on their side. My banking details were updated on the 9th of May, as per email and as per this telecom. I made numerous requests that either a manager phone me, or to give me a managers’ number, but to no avail. We have been going in circles and I need to send constant emails to ask for feedback. The refund is for an amount of R 1 040.

If you add the R 210 and the R 1 040 together, it adds up the R 1 250 that I have lost due to Discoverys’ incompetence. This might not sound like a lot of money to Discovery, but for an individual like me and the high cost of living, this is a big loss for me. I am currently looking at other companies to join and I would NOT recommend Discovery at all.

I am super disappointed in the service I got so far, and one person might not be a loss for this company. But hopefully I can warn other people to be carefull and rather look at other options.