1 reviews | Active since Mar 2009
Clicks healthycare cashback not credited
<p>The issue is with regard to the Healthycare cashback I should have received on a product bought at Clicks. Though the item is in the Healthycare catalogue, there was no "V" appearing on the till slip to indicate this.</p> <p>I first emailed Vitality about this on 25 November last year. Got the standard "We'll get back to you", though this only came on 5 December 2015. Ref number: ********** 147.</p> <p>Heard nothing further. Emailed again on 9 January this year - no response. </p> <p>Subsequently, I had several conversations wth Clicks to try and determine from my points allocation whether I ever got these Healthycare points. After much investigation, it turns out that Discovery instructed Clicks to credit me with 17 Clicks Clubcard points (equivalent to R1.70) for this purchase, when the purchase had been R119.90 (and thus my cashback should have been worth R11.99 - 10%)</p> <p>I wrote all of this in an email to Vitality on 24 February. I was promised a response in 5-7 working days, reference number ********** 200. It's been 9 days and nothing. Since this has been ongoing since November last year, I'm fed up.</p>
Good Morning Ros,
Thank you for contacting us.
We have referred your query to the Vitality escalations team to contact you.
Kind regards
Vitality Team
Good Morning Ros,
Thank you for contacting us.
We have referred your query to the Vitality escalations team to contact you.
Kind regards
Vitality Team
It's now April 25th and I STILL have not had an appropriate response to my query.
On 14 March I got an email to say "We acknowledge that the inquiry is out of the turnaround time initially provided. We are still investigating the inquiry and we have also escalated the matter"
On 17 March I got "We acknowledge that the inquiry is out of the turnaround time initially provided, however the inquiry is in its latter stages and feedback will be provided once received"
On 6 April, I emailed again, since I had heard nothing further. On 7 April I got "We have escalated you inquiry and we will provide you with feedback once received."
Having heard nothing for another 2 weeks, on 21 April I emailed again. On 25 April I got "We understand your frustration and sincerely apologize for the delay in reaching a resolution regarding this inquiry. We are doing our best to ensure that we provide you with a favourable outcome as soon as possible. We appreciate your continued patience during this time."
I mean, how much longer can this runaround go on? I'm not even asking for masses of money, it's like R10 that I'm trying to get back. But it's the principle of the thing. How many other customers are losing out because your systems clearly can't handle the Clicks HealthyCare cashback correctly? And given the difficulty of actually getting the correct information, I'm sure most people don't even realise they're being done out of their due. What's the point of having a loyalty program with cash back if you don't allocate the cash back correctly?
It's now April 25th and I STILL have not had an appropriate response to my query.
On 14 March I got an email to say "We acknowledge that the inquiry is out of the turnaround time initially provided. We are still investigating the inquiry and we have also escalated the matter"
On 17 March I got "We acknowledge that the inquiry is out of the turnaround time initially provided, however the inquiry is in its latter stages and feedback will be provided once received"
On 6 April, I emailed again, since I had heard nothing further. On 7 April I got "We have escalated you inquiry and we will provide you with feedback once received."
Having heard nothing for another 2 weeks, on 21 April I emailed again. On 25 April I got "We understand your frustration and sincerely apologize for the delay in reaching a resolution regarding this inquiry. We are doing our best to ensure that we provide you with a favourable outcome as soon as possible. We appreciate your continued patience during this time."
I mean, how much longer can this runaround go on? I'm not even asking for masses of money, it's like R10 that I'm trying to get back. But it's the principle of the thing. How many other customers are losing out because your systems clearly can't handle the Clicks HealthyCare cashback correctly? And given the difficulty of actually getting the correct information, I'm sure most people don't even realise they're being done out of their due. What's the point of having a loyalty program with cash back if you don't allocate the cash back correctly?
Dear Ros
Thank you for your post.
We have referred this query to our Vitality Specialist team to investigate and contact you to resolve.
Regards,
Discovery Vitality
Dear Ros
Thank you for your post.
We have referred this query to our Vitality Specialist team to investigate and contact you to resolve.
Regards,
Discovery Vitality
Dear Ros
Thank you for your post.
We have referred this query to our Vitality Specialist team to investigate and contact you to resolve.
Regards,
Discovery Vitality
Dear Ros
Thank you for your post.
We have referred this query to our Vitality Specialist team to investigate and contact you to resolve.
Regards,
Discovery Vitality