No points for Vitality

My discovery vitality disappeared from my app the beginning of July 2018. I immediately logged onto the website when I noticed it was missing – thinking maybe it was just an app error – and there was no vitality on my profile at all! I notified Discovery immediately about this issue and was told it was just a system sync error and it should resolve itself when they restart the system... Needless to say this did not happen. As my profile showed I was now no longer a vitality member – I could not get discounts on flights I booked in that period, I could not access my rewards from activities (which then consequently expired without me being able to claim them), I could not get any points for any of the activities I did in the time to go towards active rewards or just vitality membership. and all round was just not on the system as a vitality member to receive any bonuses or rewards. Additionally, I am a discovery card holder, and since my vitality membership was non existent – I did not qualify for the miles multiplier either.

I am paying for two members for vitality and there is actually no point as their system shows I am not on vitality!! My dependant still has an active vitality account, but mine is not showing due to some system error?? How can the main members vitality status be inactive and the dependents vitality status be active?? Vitality eventually showed up again at the end of July, only to disappear again later. No points at all were picked up from my Fitbit in July – they sent me a log of points and the whole portion of July where I was “not a member” is missing – as well as activities from the days it was active showing as 0 even though these points should be allocated. There was always an error saying points not calculated. They were then looking into this points not calculated issue, only for my vitality membership to disappear AGAIN!

I am back to square one, with my vitality membership being non-existent and no satisfactory solutions from Discovery! The latest feedback was that apparently the manager had been on leave and hadn’t had a chance to follow up... this has been going on for TWO MONTHS already!!! Surely something could have been done by now to fix this.

If this doesn’t get resolved soon, I am looking at cancelling all my Discovery products. I have never had such poor customer service and lack of feedback, or such a huge turnaround time to get a system error resolved!