Poor Customer Service

Good day

I lodged a query with Discovery Vitality on 13 March 2026 regarding the cessation of my HealthyFood cash-back rewards, noting that Checkers, my selected partner retailer, had not been reflecting the benefit. On 16 March 2026, I received an email from Discovery Vitality requesting that I submit all till slips for the period March 2025 to March 2026 to validate the queried cash-back amounts. In the same communication, they advised that these slips could be retrieved using the Checkers Xtra Savings programme, which I had used during my purchases. Following their instruction, I requested the relevant records from Checkers and subsequently emailed the spreadsheets containing my purchase history to Discovery Vitality on 17 April 2026.

On 28 April 2026, Discovery Vitality responded, stating that the slips linked to my Xtra Savings card must include my personal details, the transaction date, and the card number. However, Checkers has confirmed that their till slips do not display customer personal information. I therefore seek clarity on why I am being held responsible for a system-related issue on their side, and why I am being subjected to repeated back-and-forth despite having followed all instructions provided.Still, after March 2026, I have not received the cash back even though I have purchased healthy foods. This means that the error is still continuing, and again, I must be the one to follow up with them and try to solve the mess.