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Cathy H

1 reviews | Active since Sept 2018

09 Dec 2021, 17:42

Aaarrghh!!! I can’t with Discovery

On 11 Nov I sent them my information to update my profile from passport to ID. I hear nothing back for weeks. I call 2 Dec and a nice lady says the merge has been done centrally and she will update it on Insure side and it should take 12 hours and she will call me back the next day. She never calls back. I call today 9 Dec to follow up and query what’s happening with my vitality drive - which apparently had been fixed after a YEAR of recording trips but not syncing to their site (rant for another time) and find out that apparently my profile was merged but the ID number they quote me is 12 digits. You want to tell me that your systems aren’t even programmed to pick up that an ID field has 12 digits???!!! This is just too much.

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Cathy H's update26 Jan 2022, 11:41
Reviewer Update
This issue was partly resolved. The profile was merged but a month later the vitality drive sensor still cannot be connected. I have called the VitalityDrive call centre about 5 times in the last two weeks and no resolution. Everyone promises it will work after whatever little tweaks they do on their side and NOTHING still. I even went into the Fitment Centre and they couldn’t resolve. Promised it was being sorted from the backend and that two people would call me on Monday but no one called! Still waiting! But everyone is very trigger happy to send customer satisfaction surveys. This is honestly so frustrating and I have no idea what to do at this point. I’ve had an issue with this sensor since August 2020 and no one can assist because Discovery has outsourced the function. All I hear is escalate escalate escalate and it seems like this escalation teams is permanently out of office or just doesn’t check the inbox. Help!!