NO FEEDBACK RECEIVED ON ESCALATED ISSUE

I have an open issue with Vitality. They need to process a refund on my healthygear purchases. This issue has been open since September, 2015. This is month SEVEN. I've been contacted and informed that the issue was escalated and I will receive feedback in 2 days. I did not receive feedback and it has been a week. This is disgusting service from Discovery. It has affected my overall impression of this company and I am seriously wondering why I should continue on Discovery if this is the manner in which clients are treated.