Formal Complaint, Demand for Rectification and Compensation – Discovery Vitality Membership

I have sent the below complaint to Discovery Vitality on the 5 May 2026 and Kim-Lin Jones called me to acknowledge my complaint and advised me that she will do investigation. I was then called by an african gentlemen and he came with a solution of me paying outstanding amount and Vitality will reistate my membership and I will get all my benefits. I asked him some few questions and instead of responding to my questions, he just gave me his solution and he told me that he is trying to assist me. I advised him that before giving me solutions he need to first contact Bankmed Accounts Department and get his facts right by getting proper issues that occured then get back to me with full investigation then when we know the root cause of my complaint, we can work towards the solution. He never contacted me instead Kim- Lin contacted me and told me the same thing that the gentlement told me. I asked some few question and she gave me information on Vitality transactions on which it was not the true reflection of what had happened. here is the email I sent to Vitality: Good day

I hereby lodge a formal complaint regarding the unacceptable level of service I have received from Discovery Vitality, with consequential implications involving Bankmed.

This matter arose when I joined Discovery Vitality and was explicitly advised that my first three (3) months of contributions would be free. Despite this agreement, my account was incorrectly debited during the first month. Upon querying this debit, the amount was refunded, clearly confirming that the deduction was processed in error.

Following the expiry of the agreed three‑month free period, no further deductions were made from my account. I contacted Discovery Vitality and Bankmed on numerous occasions to query this failure. Despite engaging with several consultants, I received no definitive explanation or resolution. I was repeatedly assured that the matter would be escalated and that feedback would be provided. These assurances were not honoured. Promised callbacks were not made, and no adequate follow‑up occurred.

As a direct consequence of this sustained administrative failure, lack of due care, and poor service delivery by your consultants, my Vitality membership has been cancelled. I have been unfairly prejudiced by the loss of Vitality benefits, despite acting in good faith and repeatedly attempting to resolve the issue timeously. This situation is solely attributable to negligence, ineffective escalation, and a failure to fulfil your duty of care to a customer.

I find this conduct unacceptable and inconsistent with Discovery’s service commitments and obligations under fair customer treatment principles. I hereby formally demand the following:

The immediate reinstatement of my Vitality membership, without penalties, lapses, or prejudicial conditions; A retrospective correction to ensure continuity of benefits as if the cancellation had not occurred; Compensation or a goodwill credit to account for the inconvenience, loss of benefits, time spent, and distress caused by this prolonged service failure; and Written confirmation detailing the corrective actions taken to prevent a recurrence of this issue. Should this matter not be resolved promptly and satisfactorily, I reserve my right to escalate the complaint to senior management, the Discovery Complaints Resolution Committee, and, if necessary, the relevant regulatory and ombudsman channels.

I expect your urgent attention and a written response without further delay.

Regards

Godfrey Bukani