CASH REWARDS - RIPP OFF - CUSTOMER SERVICE EVEN WORSE

<p>I have been a member of the Discovery family for a very long time. I have been a member of their medical aid for my entire life, I have life insurance with them for the past 2 years, I have been with vitality for some years now and Discovery Insure was the latest addition about a year ago.</p> <p> </p> <p>I had registered for the vitality drive benefits, which inlcude the vitality cash rewards for good driving behaviour and swiping your discovery card at BP fuel stations when filling up. Everything was going well until, last month when i noticed that my dashboard since Jan 17 - till current reflect zero fuel spend. Which i find really hard to believe when i travel more than 70 kms a day, with my car and fill up at BP fuel stations AND SWIPE MY DISCOVERY CARD!</p> <p> </p> <p>I decided to call into the call centre to find out what was going on, I spoke to Jarryd Hardin on 30 May 17.</p> <p>He advised me that he could see that the fuel spend has not been updating since Jan, and has confirmed that my discovery fuel card was linked to the policy and that he would request for one of your technicians to pull a transaction report on my card and once complete, this would be updated on my profile and I would be reimbursed from Jan 2017 to April 2017. Which I was happy with.</p> <p> </p> <p>On the 06 June 17, I received an email to say:</p> <p>"Kindly note that an amount of R273.00 has been calculated and approved and will be paid with the next cash back run. Reference Number: ***." I found this pretty strange as my rewards statement reflected an amount of 375 some change but I did not query it.</p> <p> </p> <p>On 10 June, I receive a payment notification from Discovery to say only R178.66 was paid to me. So now you can understand my frustration, as I received an email to say that a total of X would be paid and infact got short changed.</p> <p> </p> <p>I called into the call centre for the second time on 13 June 17, at 2.30pm and spoke to a consultant by the name of Nomsa, didnt actually get her surname. Firstly I had discussed what the agreed amount was and the amount that was paid. I also went on to mention that my rewards statement for period 01 May - 31 May, which I viewed online communicates a balance of R546.17 as at 31 May 2017.</p> <p> </p> <p>Firstly, she would speak to me for approximately 5mins and place me on hold for another 10. The initial call lasted 30 mins and she was still unable to provide me sufficient feedback regarding my query and then after being placed on hold for a very long time she advised she would investigate, speak to her team leader and would get back to me.</p> <p> </p> <p>She then called me back to explain the reason for short payment, she advised that since have two cars insured with you guys that the rewards were split and the policy holder of the other vehicle was paid out. Which number 1 I DO NOT UNDERSTAND, as your site clearly indicates "one Vitalitydrive card per driver". MY DISCOVERY CARD IS LINKED TO MY BMW POLICY, SO</p> <p>1. HOW DO YOU ALLOCATE THOSE REWARDS TO ANOTHER POLICY OR VEHICLE USING THE REWARDS ALLOCATED TO MY BMW POLICY? </p> <p>2. IF THE REWARDS STATEMENT FOR MY BMW STATES X AMOUNT WHY AM I NOT PAID OUT FOR THIS?</p> <p>3. IT WAS NEVER COMMUNICATED TO ME THAT MY REWARDS WOULD EVER BE SPLIT, SO HOW DOES THIS HAPPEN? ESPECIALLY SINCE YOU DONT EVEN KNOW WHAT MY FUEL SPEND ON THE VW IS?</p> <p> </p> <p>Okay, so after expressing these concerns and being highly frustrated I SPECIFICALLY SAY TO HER, YOU NEED TO CALL ME BACK WITH ANSWERS TODAY, TO THESE QUESTIONS AS I AM SERIOUSLY IRRATE AS I CALLED IN A WHILE AGO AND NEVER HEARD ANY OF THIS BEFORE, SO IT IS NEWS TO ME AND I AM NOT WILLING TO WAIT FOR YOUR GENERAL TURNAROUND TIME AS THIS SHOULD BE TREATED AS AN ESCALATED MATTER.</p> <p> </p> <p>She then went on to ask me to send through a screen grab of the rewards statement as she couldnt see this on her end.</p> <p> </p> <p>UP UNTIL TODAY, I HAVE NOT HEARD FROM NOMSA!!!! Please tell me what kind of customer service are you guys providing and is this how you treat your most valued and loyal customers?</p> <p> </p> <p>I received an email today to say the below:</p> <p> </p> <p>Your backdated calculations were allocated on 06/06/2017 whilst payment for the April fuel rewards was already processed. The rewards will only be released with your June rewards between the tenth and fifteenth of July 2017.</p> <p>Lerato Jc Seshabela <br />Vitalitydrive </p> <p> </p> <p>WHICH AGAIN ANSWERS ZERO OF MY QUESTIONS!!!! I AM ABSOLUTELY EXHAUSTED TRYING TO DEAL WITH INCOMPITENT INDIVIDUALS AND I AM TIRED OF REPEATING THESE ISSUES, ALL I WANT IS MY CASH BACK AND CLARITY AS TO WHY MY DASHBOARD HAD BEEN REFLECTING ZERO FUEL SPEND.</p> <p> </p> <p>THIS SHOULD HAVE BEEN PAID TO ME IN THE JUNE CASH RUN, I AM NOT WILLING TO WAIT UNTIL JULY, BECAUSE THIS IS NOT MY PROBLEM, IT IS YOURS. I HAVE ALSO BEING PAYING AN ADDITIONAL AMOUNT ON MY PREMIUM EVERY MONTH TO BE ENTITLED TO THESE "BENEFITS" WHICH YOU GUYS ARE BASICALLY ROBBING ME OFF. HONESTLY I AM QUITE DISGUSTED BY YOUR CUSTOMER SERVICE TEAM. AND WOULD NOT RECOMMEND YOU GUYS TO ANYONE!!!!!</p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p>