Formal Complaint & Resolution Required: Incorrect Activation and Lost Month of Vitality Free Trial

To Whom It May Concern,

I am writing to formally escalate a significant issue regarding my Vitality “FREE” 3-month trial, which has been marred by incorrect information and operational failures from your team.

1. Misleading Trial Terms: I signed up for the trial on January 15, 2026, under the reasonable assumption that the “3 months” would run from my sign-up date. I was never informed that the trial period uses calendar months rather than a full 90-day period from activation. As a result, my trial is set to expire on March 30, 2026, not April 15, which I consider misleading and unfair.

2. Failure in Activation & Communication:

During my initial sign-up call on January 15, your sales agent Shannon assured me I would receive a Vitality reference number via email to begin using my gym benefits. This email was never received.

Upon follow-up, I was told processing could take “up to 48 hours.” When I called again on January 21, I was informed my Vitality was not active.

Finally, on February 2, another agent confirmed my Vitality had been active since January 1, 2026—a date I did not request or consent to—and only then provided my reference number.

Due to these errors and lack of communication, I have effectively lost the entire month of January from my trial period, despite being ready and willing to use the benefits from my sign-up date.

3. Lack of Follow-Up: The agent on February 2 committed to escalating this to Senior Management and promised to revert to me. To date, I have received no feedback.

Request for Resolution: Given that the misinformation and delays originated from your team—and all calls are recorded for quality assurance—I request a fair and immediate resolution:

Reactivate my Vitality trial to run for a full three months from February 2, 2026, through May 2, 2026 (or the nearest equivalent end date). This compensates for the month lost due to Discovery’s errors and allows me to receive the full trial period I was promised.

I trust you will rectify this matter promptly. I await your written confirmation of the updated activation dates and a direct point of contact for this case.

Sincerely,

Wesley Jonathan Naidoo Discovery Number : ******