Extremely poor customer service

REFERENCE NUMBER: ***

I have been a member of Discovery Vitality since 1st September 2019. I was extremely excited and motivated to start exercising regularly and earn vitality active rewards. Unfortunately, their app was not working properly on my phone and I consequently contacted their customer services. Thereafter, when I contacted them weekly to find out the progress of the case, they told me that: 1) I am not eligible for Vitality Active Reward without giving me a valid reason. 2) It was a technical error on their side and they would escalate the case to their superior.

In the mean time, I exercised and earned all of my weekly points but still did not get my rewards. On Monday 30th September, the technical error was resolved and I could earn Active Rewards but starting from scratch. They could not backtrack the 4 weeks of September and their excuse was "because the system does not allow so." I would insist on being compensated for the rewards that I missed out on and still paid for. This issue was very demotivating.

How can I pay for a service but not get what I initially paid for ? I personally think that it is very unfair and the customer service was extremely poor. They never phoned me back and it took a whole month to resolve.

If I had to give word of mouth about Discovery Vitality to new potential customers, then it would be as above: 1 star.

From an utterly disappointed customer.