Based on recent customer reviews, Discovery Vitality & Vitality Mall is described as a rewards programme with appealing benefits that repeatedly fails at execution. Customers consistently report unauthorised debits after cancellation, free trial terms that were not honoured, points and cashback that never reflect, and support channels that drop calls or never reply. Isolated consultants earn genuine praise, yet the recurring theme is unresolved cases and no accountability.
Top Strengths:
- •Customer Service & Staff Quality: Named consultants including Leeroy, Sipho, Kwena Kgatla and Bayanda Mazibuko are singled out as patient, knowledgeable and genuinely helpful. Some phone agents resolve in minutes what chat teams could not. These experiences remain the exception against widespread reports of rude, dismissive and poorly trained staff.
TrustIndex
1.6
NPS Score
-94
Recommended: Unlikely
Nov '25 - Oct '26
Frequently Asked Questions About Discovery Vitality & Vitality Mall
What do customers say about Discovery Vitality & Vitality Mall?
Based on recent customer reviews, Discovery Vitality & Vitality Mall is described as a rewards programme with appealing benefits that repeatedly fails at execution. Customers consistently report unauthorised debits after cancellation, free trial terms that were not honoured, points and cashback that never reflect, and support channels that drop calls or never reply. Isolated consultants earn genuine praise, yet the recurring theme is unresolved cases and no accountability.
What is Discovery Vitality & Vitality Mall's biggest strength?
Discovery Vitality & Vitality Mall's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Staff Quality. Named consultants including Leeroy, Sipho, Kwena Kgatla and Bayanda Mazibuko are singled out as patient, knowledgeable and genuinely helpful. Some phone agents resolve in minutes what chat teams could not. These experiences remain the exception against widespread reports of rude, dismissive and poorly trained staff.
What are the most common complaints about Discovery Vitality & Vitality Mall?
The most common complaint about Discovery Vitality & Vitality Mall, based on Hellopeter's AI analysis of recent customer reviews, is Communication & Responsiveness. Customers describe calls dropping straight after verification, hour long holds, and chatbots that end conversations before a question is finished. Reference numbers are issued repeatedly while promised callbacks from managers and specialist back office teams almost never arrive.
Is Discovery Vitality & Vitality Mall trustworthy?
Discovery Vitality & Vitality Mall has a TrustIndex of 1.6 out of 10 on Hellopeter, based on 236 reviews in the last 12 months. Hellopeter has tracked Discovery Vitality & Vitality Mall across 4,707 total reviews. How is the TrustIndex calculated? →
Recent reviews (236)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Dec 2018
My gym benefits was suspended without my consent, I have been calling Discovery for some time wit...
My gym benefits was suspended without my consent, I have been calling Discovery for some time with no luck, no one is giving me a correct information about what really transpired, I only have this ref no ***
1 reviews | Active since Dec 2018
My gym benefits was suspended without my consent, I have been calling Discovery for some time wit...
My gym benefits was suspended without my consent, I have been calling Discovery for some time with no luck, no one is giving me a correct information about what really transpired, I only have this ref no ***
1 reviews | Active since Jan 2018
Very let down
I am so disappointed in the baby bag received from discovery vitality. Vitality premium is not exactly cheap and so we deserve better than a micro bum cream, a blanket, a baby magazine and a burn gel and guide. There were so many missing items. This is actually appalling. I was really looking forward to this benefit especially. Please fix this so my faith in you all can be restored I'm on the verge of cancelling.
1 reviews | Active since Jan 2018
Very let down
I am so disappointed in the baby bag received from discovery vitality. Vitality premium is not exactly cheap and so we deserve better than a micro bum cream, a blanket, a baby magazine and a burn gel and guide. There were so many missing items. This is actually appalling. I was really looking forward to this benefit especially. Please fix this so my faith in you all can be restored I'm on the verge of cancelling.
1 reviews | Active since Dec 2020
Misleading Sales Approach and Unfair Cancellation Charges-Discovery Vitality
I am extremely disappointed with my experience with Discovery Vitality. A consultant approached me and convinced me to join without properly explaining how the programme works, what the membership entails, or what financial obligations I would be taking on. The only information I was given was that I would receive a three-month trial, after which someone would contact me to ask whether I wanted to join. Based on this explanation, I understood that I had three months to try the programme before deciding whether to continue. To make matters worse, the consultant selected the Premium plan costing R514 per month on my behalf without giving me a proper opportunity to understand the available options and choose a plan for myself. I have never used the service, and I was not properly informed about how to access or use the benefits. When I contacted Discovery Vitality to cancel, I was told that I would be charged for two additional months because I had supposedly been required to give one month's notice. This is extremely frustrating because the cancellation conditions and financial implications were not clearly explained to me when I signed up. Had I been properly informed, I would have been in a position to make an informed decision about whether to join in the first place. I feel that the sales process was misleading and that important information was withheld or not adequately communicated. A three-month trial should be explained clearly, including whether it is free, when billing starts, how cancellation works, and what notice period applies. Customers should also be allowed to make their own informed choices about which plan they want. I am requesting that Discovery Vitality review my case, cancel my membership without further charges, and waive the proposed two-month charges given the circumstances surrounding my sign-up. I would also appreciate a clear explanation of the terms I allegedly agreed to and proof that these terms, including the cancellation notice period and selected Premium plan, were properly disclosed to me. Customers deserve transparency, honest communication, and the opportunity to make informed decisions. My experience has left me feeling misled and extremely dissatisfied with the way this membership was sold to me. I hope Discovery Vitality takes this complaint seriously and resolves it fairly.
1 reviews | Active since Dec 2020
Misleading Sales Approach and Unfair Cancellation Charges-Discovery Vitality
I am extremely disappointed with my experience with Discovery Vitality. A consultant approached me and convinced me to join without properly explaining how the programme works, what the membership entails, or what financial obligations I would be taking on. The only information I was given was that I would receive a three-month trial, after which someone would contact me to ask whether I wanted to join. Based on this explanation, I understood that I had three months to try the programme before deciding whether to continue. To make matters worse, the consultant selected the Premium plan costing R514 per month on my behalf without giving me a proper opportunity to understand the available options and choose a plan for myself. I have never used the service, and I was not properly informed about how to access or use the benefits. When I contacted Discovery Vitality to cancel, I was told that I would be charged for two additional months because I had supposedly been required to give one month's notice. This is extremely frustrating because the cancellation conditions and financial implications were not clearly explained to me when I signed up. Had I been properly informed, I would have been in a position to make an informed decision about whether to join in the first place. I feel that the sales process was misleading and that important information was withheld or not adequately communicated. A three-month trial should be explained clearly, including whether it is free, when billing starts, how cancellation works, and what notice period applies. Customers should also be allowed to make their own informed choices about which plan they want. I am requesting that Discovery Vitality review my case, cancel my membership without further charges, and waive the proposed two-month charges given the circumstances surrounding my sign-up. I would also appreciate a clear explanation of the terms I allegedly agreed to and proof that these terms, including the cancellation notice period and selected Premium plan, were properly disclosed to me. Customers deserve transparency, honest communication, and the opportunity to make informed decisions. My experience has left me feeling misled and extremely dissatisfied with the way this membership was sold to me. I hope Discovery Vitality takes this complaint seriously and resolves it fairly.
1 reviews | Active since Aug 2026
Terrible service
I've been having a 4 month long back and forth with vitality over billing irregularities. I have been contacting them every second day trying to get my matter resolved and billing be corrected but instead everytime I call them I get put from pillar to post and have to explain my issue from scratch and the issue has been said to be escalated and a turnaround period deadline comes and goes with no feedback. I keep paying for services that I have no access to due to this. I am beyond frustrated now.
1 reviews | Active since Aug 2026
Terrible service
I've been having a 4 month long back and forth with vitality over billing irregularities. I have been contacting them every second day trying to get my matter resolved and billing be corrected but instead everytime I call them I get put from pillar to post and have to explain my issue from scratch and the issue has been said to be escalated and a turnaround period deadline comes and goes with no feedback. I keep paying for services that I have no access to due to this. I am beyond frustrated now.
1 reviews | Active since Jan 2016
So I have complained about sleep data updates, irregular or not at all
So I have complained about sleep data updates, irregular or not at all. I have escalated issues, have received "resolved feedback" However.. Nothing is corrected. This is now 3 weeks in a row that sleep data updates are updated faulty or not at all, in every week for at least 2 days. This leads to sleep goals for the last 3 weeks haven expired. I am starting to think these faulty updates are planned. 4 weeks in total I ltried completing weekly goals to achieve a fulfilled 24 month period Never going to happen as Discovery are purposefully defaulting on updates? My view
1 reviews | Active since Jan 2016
So I have complained about sleep data updates, irregular or not at all
So I have complained about sleep data updates, irregular or not at all. I have escalated issues, have received "resolved feedback" However.. Nothing is corrected. This is now 3 weeks in a row that sleep data updates are updated faulty or not at all, in every week for at least 2 days. This leads to sleep goals for the last 3 weeks haven expired. I am starting to think these faulty updates are planned. 4 weeks in total I ltried completing weekly goals to achieve a fulfilled 24 month period Never going to happen as Discovery are purposefully defaulting on updates? My view
1 reviews | Active since Dec 2011
Vitality has poor service/inconsistent service and processes. They lack in customer service and communication, and inadequate system.
I have a gym contract and get the 75% discount because I have Vitality, or so I thought! In January 2025, my gym deducted the full amount from my account. I enquired and my Vitality was cancelled. Upon investigation, there was some technical issue on their side which cancelled my policy and my benefit. My policy was cancelled for months apparently and no one told me and when the system discovered it it cancelled. So they weren't deducting the Vitality premium for more than a year. Long story short, they acknowledged their error reinstated our Vitality and refunded me ... Or so I thought. In August 2026, my gym deducted the full amount from my bank account again. I initially thought it was because I didn't go to gym as often as required to receive the discount. Then in September 2026, the same thing happened. I enquired by the gym and they informed me that my Vitality was cancelled. I enquired by Vitality and they said it's due to non-payment and if I want my refund I must pay them from October last year or something ridiculous like that, due to them not receiving payment. They apologise for not informing me (at some acknowledgement), but I must pay them over R3000 before they can refund me my R2000. I ended up cancelling my gym contract, and because you must give a months notice, they will deduct another R1000.... So I will be out of pocket by R3000. So what's the difference now, to what happened in January 2025? I will not be held liable for your system failures and I want my money back. I do not want to speak to a consultant, who is going to recite the same response - Mrs Zincke, you will need to pay us what you owe.... I don't owe you anything, you owe me! Vitality needs to take accountability for their lack of communication, their inadequate systems and lack of service. It's the same issue that happened almost 2 years ago - now you want to do it differently - your processes are inconsistent but your lack of communication and poor system is definitely consistent!
1 reviews | Active since Dec 2011
Vitality has poor service/inconsistent service and processes. They lack in customer service and communication, and inadequate system.
I have a gym contract and get the 75% discount because I have Vitality, or so I thought! In January 2025, my gym deducted the full amount from my account. I enquired and my Vitality was cancelled. Upon investigation, there was some technical issue on their side which cancelled my policy and my benefit. My policy was cancelled for months apparently and no one told me and when the system discovered it it cancelled. So they weren't deducting the Vitality premium for more than a year. Long story short, they acknowledged their error reinstated our Vitality and refunded me ... Or so I thought. In August 2026, my gym deducted the full amount from my bank account again. I initially thought it was because I didn't go to gym as often as required to receive the discount. Then in September 2026, the same thing happened. I enquired by the gym and they informed me that my Vitality was cancelled. I enquired by Vitality and they said it's due to non-payment and if I want my refund I must pay them from October last year or something ridiculous like that, due to them not receiving payment. They apologise for not informing me (at some acknowledgement), but I must pay them over R3000 before they can refund me my R2000. I ended up cancelling my gym contract, and because you must give a months notice, they will deduct another R1000.... So I will be out of pocket by R3000. So what's the difference now, to what happened in January 2025? I will not be held liable for your system failures and I want my money back. I do not want to speak to a consultant, who is going to recite the same response - Mrs Zincke, you will need to pay us what you owe.... I don't owe you anything, you owe me! Vitality needs to take accountability for their lack of communication, their inadequate systems and lack of service. It's the same issue that happened almost 2 years ago - now you want to do it differently - your processes are inconsistent but your lack of communication and poor system is definitely consistent!
1 reviews | Active since Jan 2016
Frustrating updates of Sleep times
I am registered for Vitality Sleep rewards, but Discovery is not updating my sleep time correct on a regular basis. It either misses a day or updates to a 12 hour sleep basis. This happens on a week ly basis causing me not to achieve a weekly cycle. I know this because the records on Health Connect is showing the correct daily data. I have called, recorded error, but nothing happens, is corrected. I is very frustrating battling every morning to achieve correct updates
1 reviews | Active since Jan 2016
Frustrating updates of Sleep times
I am registered for Vitality Sleep rewards, but Discovery is not updating my sleep time correct on a regular basis. It either misses a day or updates to a 12 hour sleep basis. This happens on a week ly basis causing me not to achieve a weekly cycle. I know this because the records on Health Connect is showing the correct daily data. I have called, recorded error, but nothing happens, is corrected. I is very frustrating battling every morning to achieve correct updates