Disappointing Customer Care (Discovery Vitality)

Highly frustrating customer care and service (Failure to resolve customer complaint) The recent challenges with the Virgin Active App and the resultant delay in gym visits pulling through to Discovery is highly frustrating, Despite repeated attempts to get assistance from various customer care consultants, I am still left highly disappointed at the failure to expedite a prompt, efficient resolution to this ongoing problem. After logging two separate customer escalations with Discovery personnel and the problem still persisting, I am forced to resort to this public platform to air my frustration in this regard.

After repeatedly explaining my problem to several customer care agents, I was told that the issue seems to be a dysfunctional Virgin Active app (which obviously fails to pull members gym visits across to Discovery). However, after escalating the issue with Virgin Active and them admitting to the access reader problem, I am still being penalized for not attaining my weekly goal (and hence missing my rewards and Apple Watch waiver benefit).

Here are the two reference numbers to attest to my call logs (which has still failed to resolve my complaint): - *** missing visit and late active reward goals - ***1

Highly frustrating customer care and service (S Pillay) Disgruntled client