Discovery's Incompetence Has Left Me Paying for Their Mistakes

I am absolutely disgusted by the level of service I have received from Discovery.

On 30 April, I phoned Discovery specifically to confirm whether my Vitality account was in arrears. The agent checked my account and clearly told me that I was not in arrears and that my first premium would be collected on 1 June for the month of May.

Then, out of nowhere, on 1 June I received communication claiming that I owed three months' worth of premiums. How is that even possible when there was absolutely no indication on my account that I was in arrears from March right up until 1 June?

I immediately contacted Discovery again on 4 June. The agent advised me that they would investigate and specifically told me not to make any payment until they had determined what had happened.

When I called again on 5 June for an update, I was told that the previous consultant had given me incorrect information. That response is completely unacceptable. Why should I suffer the consequences of Discovery's incompetence? I did exactly what your agents told me to do.

As a customer, where do I fit into this? One agent tells me I am not in arrears. Another tells me not to pay while the matter is being investigated. Then I am told that both pieces of advice were wrong and that I am expected to carry the burden.

Discovery cannot expect customers to trust its consultants if the information they provide is inaccurate and the customer is later blamed for following that advice. If there were arrears dating back to March, why was this never communicated? Why did nothing reflect on my account until 1 June? Why was I repeatedly given incorrect information by Discovery's own staff?

This entire experience demonstrates poor communication, poor account management, and a complete lack of accountability. Customers should not be forced to pay the price for mistakes made by Discovery employees.

I expect a full explanation of how these alleged arrears arose, why they were never reflected on my account, and what Discovery intends to do to rectify a situation that was created entirely by its own representatives.