discovery life / vitality

I contacted Discovery on the 15th of October with the intention of joining the Vitality rewards program. In order to track your health you need a fitness tracking device which you need a discovery credit card for, which i didn't need but proceeded to opened in order to get the apple device, in order to track my progress. I was told that because there are 4 members on my medical i would need to pay vitality's fee for all 4, which to me seemed like a waste, according to them it is the way it is take it at the extra cost or leave it . The vitality agent informed me that if i have a single member policy such as life cover with them you could add said policy holder to the vitality scheme alone. I then proceeded to take up life cover with Discovery and had blood tests et al. done in order to do so.

Mr. Dipuo Mnisi sent me a quote for my life cover including a single Vitality membership which i accepted within the period required to cancel my existing life cover. When the policy docs came through at a higher cost because once again all 4 members of my medical aid "pulls through from my medical aid" I queried this with Mr Mnisi as well as several other agents. This is where i was told i can only deal with him and no one else can assist. This is where Mr Mnisi stopped answering my emails and was never obtainable as he works on a busy incoming help desk. Once again their policy of adding all members was explained to me in a take it or leave it way, in spite of mis-informing me in the first place.

I decided out of frustration to accept the situation and had all 4 members added to vitality.

When expressing my frustration to an agent I was advised to write a letter asking to remove Mr. Mnisi as my advisor and ask for a new person to be appointed. This I did, only to receive a call from Mr. Mnisi stating that he did everything right on his side (and met with silence when i mentioned the difference between his quote and my policy premium). Again the next day I received a call from him claiming he dialled a wrong number. I'm assuming he is still my advisor as the case number was resolved with no contact besides from him.

I paid the inflated (as opposed to my original quote) life+ vitality premium on the 1st of November (you can't pay a pro rata fee if you join in October and would have to pay for the full month of benefit even if you join on say the 25th of October....take it or leave it). And because of the delays in resolving the issue and promises of being called back I had to pay my existing life cover premium as well.

Since the 1st of November i have been unable to use Vitality as there is a "back end problem with the loading of my profile". I logged the issue on the 2nd of November and was promised a resolution by the 7th. I called on the 7th and was told that the turn around time is 7 days. Again i called in and was told that the original call was not logged properly and will be escalated to management and the "back office". One more call and was told I will be contacted when its resolved.

Today is the 16'th and still not a single call back from anyone in the orginisation.

My simple request to join a reward scheme is now a month in the making with having paid for, yet still not receiving, what i asked for a month ago. Apparently my simple request broke the system/folks in the "back office".

I could only imagine the frustration once a person dedicates themselves to exercising yourself to near death with the promise of trying to claw back the money you spent at this orginisation only to be told the "back office" has a problem with your profile....no free coffee or popcorn for you this month.

Please contact me in order to arrange the cancelation of all the paid for "services" you are unable to render.