An unhappy and frustrated client!

I’ve been trying to link my vitality to my gym membership for the past two weeks.

It keeps saying that my surname is not valid. Initially we thought it’s because I opened my gym membership on my ****en surname and then got married and ended up signing up to vitality on my new surname. We then updated my details at the gym and the same error occurred.

I then spoke to vitality who gave me my entity number. We then used that and the same error popped up. Then I went back to vitality and they investigated it saying they did a dummy test for me and it worked. I then went back to the gym who tried again, same error.

I then went BACK to vitality who said I can’t link my vitality to an existing gym membership which also frustrated me because not one was I informed about this. I then asked the gym to cancel my membership and sign me up again, they did that and the same result.

Now because we’ve been going back and forth for the last two weeks, I need to pay for gym and vitality because no one could connect it. Every single time I spoke to a consultant at Vitality, they gave me a different reason as to why it’s not working. Why is no one able to help?

I also tried the Chat Discovery bot on WhatsApp; an agent entered the chat, but there was no response.