Change in driver - Losing points and fuel cash back rewards

Dear Discovery Customer Service,

I trust this message finds you well. On October 11th, I initiated a request to change the permanent driver on my policy from myself to my daughter, which was efficiently processed. However, I am writing to express my deep concern and disappointment regarding subsequent issues.

Two weeks ago, upon accessing my Discovery app to review my monthly points, I was shocked to find no points or fuel information displayed. A call to your customer service last week revealed that the Vitality Drive is now linked to my daughter's profile as the new permanent driver.

Subsequently, upon refueling this week using my Discovery drive card, the transaction failed to reflect on my profile. Following another call to your support team, I learned that my daughter needs to redo all the Discovery tests and obtain a new Discovery drive card from Tyger Wheel & Tyre, as the old card cannot be linked to her profile.

I am disheartened by the lack of communication from the service consultant who assisted with the driver change. It is regrettable that I was not informed about the comprehensive changes that would follow. As a result, all fuel transactions from October 11, 2023, are not reflecting on my profile, the old card is unusable, and I am not receiving my monthly reimbur*****t. Additionally, my score is adversely affected due to my daughter not completing the annual Discovery tests.

I urge you to address this matter urgently and provide a resolution. Such service discrepancies undermine the trust I have placed in Discovery, and I trust that you will take the necessary steps to rectify these issues promptly.

Thank you for your prompt attention to this matter.

Sincerely,

Elize Botha