Disgusting Customer Service

I have been a client of Discovery Vitality for as long as I have had medical aid. I have also had 2 Apple Watch contracts with Discovery and when the last was came to an end I decided to try out a Garmin fitness booster instead. The Vitality Active Rewards Device Booster Benefit Guide that is downloaded from Discovery's site clearly says on page 2 - How does Device Booster work? * Access Device Booster on the Discovery app * Activate HealthyGear * Purchase your qualifying heart rate fitness device

I therefore did exactly that in July 2020. I called Vitality today to try understand why I have not received any cashback even though I have met every goal. I was told I had to boost the device before I bought it. I am sorry Discovery but your very own guide is incorrect and you need to take some responsibility for this. It does not say booster device before buying it. The ONLY reference to this in terms of order of events is in your example about Dineo.

I spoke to 3 consultants this morning, the third put me through to a Manager and that is when the s**t really hit the fan. While explaining to the Manager, he has the audacity to say "you know what I think happened Taryn?" to which I reply what's that Tshepo? Tshepo responds "I think you bought your device and then realised there is a device booster and you are trying to claim the money". Excuse me, what!!!

I scream and shout in absolute bewilderment that I have had 2 Apple Watch contracts, I have boosted flights etc etc etc. Not only that, Discovery should have on their record that I called to ask them to change my preferred partner the day before I bought my watch. But yes Tshepo, I only realised now 2 months later that I can boost my device. I think I have had fair experience with Vitality products and what type of customer service is that, basically calling me a **** and potential ***** when the only ***** here is Vitality. Tshepo carries on and tells me, "do you know customer service is not about giving you everything you want?" Which I agree with, the client is not always right but how dare he tell me what he thinks has happened here.

Vitality you are so focused on the behaviour of your clients but my advice would be that you should start looking at the behaviour of your staff.