Unacceptable Double Billing for Vitality Membership and Gross Misinformation

Dear Discovery Customer Relations / Complaints Department,

I am writing to express my profound dissatisfaction and absolute outrage regarding the persistent issues with my Vitality membership billing and the complete lack of accountability and misinformation I have received from Discovery. This situation is entirely unacceptable, and I demand immediate resolution and reimbur*****t.

My issues began when I could not see my Vitality and Life Policy on the Discovery app. After experiencing significant frustration and receiving no resolution from your contact centre and my financial advisor, I was forced to inconvenience myself by driving to your office in Sandton to seek assistance.

During my initial contact, I spoke with a Team Leader from the Life Policy department, who advised that there was an issue with my profile that she would resolve. I also specifically requested the removal of the financial advisor from my profile.

I subsequently received an email confirming the resolution of my Life Policy issue and stating I would be able to view it on my app. However, upon checking, I noted that my Vitality membership, which I have held with Discovery since February 2019, was still not visible. Your agent then instructed me to send a screenshot of my application, which I promptly did to the Vitality department.

This morning, to my dismay, I received a letter from Discovery stating that my Vitality was not visible because my spouse's and my Vitality memberships are linked to both our individual Life Policies and my Medical Aid, and that I would need to cancel one of them.

This feedback is not only shocking but also directly contradictory to prior information and confirms a severe oversight on Discovery's part.

Contradiction of Previous Information: Your financial advisor, Yuri Ramaya, explicitly confirmed to me on a previous call that I was only paying for one Vitality membership. This discrepancy is a clear indication of misinformation provided by your representatives. Confirmed Double Charging: Your own letter now verifies that my spouse and I have been subjected to double charges for the same Vitality membership – a service that should only ever be paid for once. Refusal to Take Accountability: Instead of proactively acknowledging and rectifying this prolonged billing error, Discovery is attempting to place the burden on me to "cancel one," which is a blatant refusal to take accountability for your internal systemic error and to reimburse me for the overcharges incurred. To seek further clarity, I returned to your Sandton office. There, an agent contacted your call centre, and the agent who took the call confirmed that they could indeed see that the Vitality was being paid both by my husband (as I am his beneficiary) and by me through my policy. He then admitted that your recent letter contained a mistake, clarifying that the Vitality was not linked to my husband's medical aid, but only to his life policy. This agent also advised that I needed to cancel one of the memberships for him to resolve the issue and escalate it further.

I find it utterly incomprehensible how Discovery can send me a letter stating that I requested to add Vitality to my policy, when I have clearly had Vitality since February 2019. Furthermore, it is outrageous that every time my husband and I called to inquire if we were paying double, we were consistently told that we were not. This is unacceptable and amounts to a severe failure of your internal systems and communication.

I demand the following immediate actions:

Full and prompt reimbur*****t for all periods during which my spouse and I were double-charged for Vitality membership. A clear ETA (Estimated Time of Arrival) for the processing of this reimbur*****t. A clear ETA for the complete resolution of this issue on my profile, ensuring that Vitality is correctly linked and only charged once. A written explanation detailing how this double billing occurred and why multiple agents and financial advisors failed to identify and rectify it. I have attached all relevant letters and screenshots for your reference, as it is evident that your internal departments are not aligned regarding customer information.