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Theo G

1 reviews | Active since Apr 2016

04 Jul 2018, 16:40

Breach of Contract

A few weeks ago I tried claiming my Vitality Drive Active Rewards. Your website was experiencing some issues, 2 weeks in a row, hence I could not claim my rewards and a few have expired and is going to expire.

I phoned in 2weeks back to find out what’s happening and your call centre confirmed that they are experiencing system errors on this website. They said that it should be fixed by Thursday, 21st June and we should be receiving the messages with the rewards redemption code. It will be claimable for those that have been expired as well.

This has not yet happened. I have not been able to claim a few weeks of rewards.

I lodged an email complaint to the Discovery Executive Relationship Manager, whom forward it to Discovery DQ Management Team for further assistance. A week went by and no response was received from them.

I phoned in on 2nd July to Discovery DQ, they acknowledged the email and confirmed that i will receive a phone call by COB to address this issue...well nothing happened to date.

This is poor display of customer service from Discovery.

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Replies (2)
Discovery Insure
Discovery Insure's reply05 Jul 2018, 12:11
Official

Thank you for contacting us.

Kindly note that we have escalated your concerns with the DQ Track Management Team. We will continue to monitor your complaint to ensure that it gets resolved as soon as possible.

Please accept our apologies for any inconvenience caused.

Regards
Discovery Insure

TG
Theo G's update16 Jul 2018, 10:42
Reviewer Update
Good-Day Discovery I very helpful sounding gentleman assisted my with above review. I thought that this was finally going to go smoothly. He assist with some issues that helped, but there were still items outstanding, of which he promised to get back to me by 9th July. Its now 16th July and NO RESPONSE! This is common experience I have with Discovery. No responsibility for your commitments. Why is it so difficult to work with you. Why don't you follow through on what you said you are going to do. Why must you annoy your loyal customers to an extent that they wish they never signed up? I am really so disappointed in you as a global supplier. I had given you every opportunity to get it right and you chose to disappoint.