Creating a social "stink" without Facebook

<p>After my heart-rate monitored exercise on 17 November, I noticed that my Discovery Active Rewards points were not allocated correctly.</p> <p>I logged a query on 18 November, and received an automated reply that it will be attended to within 3 working days, after stating that "...we are committed to helping you...". I have subsequently seen a number of these e-mails, with absolutely nothing (other than empty promises) happening every 3 days. And every time I speak/mail someone, it appears that the 3-5 working days cycle starts again! I have sent multiple follow-up e-mails, and have spent quite some time on the phone to try to get this resolved. All with no luck. I did get an e-mail acknowledging that there was a system error in the points allocation that they were aware of, and that this this is being attended to. I inferred from one of my conversations with the consultant that they were back-logged as a result of all the queries. The consultant I spoke to on Monday, in theory escalated the call and promised to give me feedback by the end of the day. I am still waiting for his call...</p> <p>The fact that this was not resolved timeously has now resulted in me having to pay toward by Apple watch and also losing my Gym booster this month, which means that I am losing R325 from my pocket. The question : Why am I being penalised, when I did everything right? The answer : Because of system problems and the apparent incapability to deal with these (when they arise) efficiently.</p> <p>System problems has become the latest excuse which we are expected to accept & furthermore we are expected to believe this is out of the company's control. This is simply not the truth and it is absolutely not acceptable. The company's system issues should not affect my life when I am paying a premium (and a sizable one at that) for a service. Especially, when the company is indeed in control of their system. Or should be...</p> <p>Furthermore, I am quite unhappy that one has to be on social media (which I am not) these days to get your query to be attended to. I believe that Discovery queries logged on Facebook gets escalated automatically. So just because I am not on Facebook and can't create a big social “stink”, I as a customer (and thus my query) has automatically become less important.</p> <p>Discovery : in short, don't make your system problems, my problem. And don't make promises you are not intending to keep or can’t deliver on.</p> <p> </p>