No communication nor approval given for cancellation of Vitality membership, Frustrated at lack of service and communication

I have been a discovery client for a few years(Health, Vitality, Bank)

I would first like to say that there is no clear communication between Discovery and its products.

My spouse had taken a life cover with Discovery and opted in for Vitality for all members of the family(2x adults, 2 kids).

My family of 4 is on Discovery Health Medical Aid with me being the principal member. My spouse was removed from my medical aid which in turn removed the rest of the family from Vitality. This was not communicated to us that the vitality was linked to these 2 different products. (health and life cover).

So my kids and I were taken of vitality. I could not access Vitality on the app, thought maybe there were some technical difficulties.

My gym fees went back to normal prices. For the past 2 months I have been paying full gym rates for my kids and I.

I phoned Vitality and used the chatbot. Used the chat facility to speak to a consultant. I took a new Vitality membership for me and my kids. I was given an entity number to relay to Virgin Active.

Virgin Active tells me that Vitality says that We received an instruction from Vitality to terminate the discount on the 31st of August 2024.

I then responded To Virgin Active that I was told by Discovery to use a new entity number so that my benefit resumes.

Kabelo from Discovery says there was break in membership and lists a time when i did not have vitality.

Virgin responds and says: To receive a discount, you will need to rejoin a new 12 month membership the once-off activation fee will apply."

So now I have shut up and pay normal rates for an off peak virgin active membership or I have to cancel my new membership, pay cancellation fees and take a new 12 moth contract and pay the once-off activation fee because Discovery does not effectively communicate with its clients.

I had phoned Discovery several times, and the consultants were friendly, one suggested backdating and resuming my membership in February so there is only a 30-day break in membership, etc. The problem here is that his superiors can't sort this out and feedback is taking very long. Not even a courtesy call to state that "they are working on it"

This was the solution given when I said I wanted to cancel Vitality because that cant solve this and why should I pay for Vitality when I only used it for the gym benefit, no gym benefit then why should I pay Discovery more for Vitality?

So I guess the next thing they will tell me when I phone them a gain is no feedback or I have to give a month's notice to cancel Vitality.

The level of service is atrocious. They will debit and get their money but don't care if they cost us more.

I am seriously considering just dumping Discovery and looking for alternatives.