Vitality Active Activation Delay

Good Day

My name is Tebogo Masela and am very frustrated with the customer journey I have been taking through by Ricardo Da Silva (Financial Advisor), whom I believe is subcontracted by Discovery as his emails signature indicates Attooh.

I joined Virgin Active in February 2019 with the promise that I will not have to pay for the first two months of my membership and provided that I join Vitality within those first two months thenmy membership fee will be discounted by 75% off.

After joining the Virgin Active Dainfern Club I called Discovery and was advised a consultant will get a hold of me to take me through the Vitality benefits and assist with the application for Vitality. About a week later Ricardo Da Silva was in contact with me and arranged to come to my house so we can proceed with my application, which was in the month of March 2019.

I was sold on the Idea and confirmed all the required details and sent all the outstanding documents a week later. Furthermore he asked that I send additional documents as my initial Life Cover was not supported by FICA documents (to which I submitted to him a week later as well). Month end March as per Ricardos advised I went to the club and payed an activation fee but was still debited the full R900 membership amount. After raising this with Ricardo he promised to look into it but later advised there was ‘nothing he can do about it as the Vitality documents where submitted late.’ I took that on the chin and trusted all will be sorted out for the Month end of May. Month end of May I was debited for Discovery LIfe Cover, Vitality and the full R900 membership fee.

Picking up the call immediately and asking Ricardo of what happened this time around he did he said ‘there is nothing I can do from my end as I do not work for Virgin Active’ he continued and said ‘I will check the system later and get back to you’

My problem is whatever is happening I have no control over but I am paying the price for it. I am not getting efficient service and Discovery has entrusted Attooh to service their clients promptly but this is not the case in my situation. I need this matter resolved because I cannot keep the paying the cost of someone elses incompetence.

Can I please get proof that this matter have and been received and action will be take to fix it.

Kind regards,

Tebogo Masela