Service Process needs improvement as well as App

Hello Peter,

Haven’t spoken in a while, hope you are well. Today it is with great sorrow that I write to you about my recent experience with Vitality. Well maybe not great sorrow, that's a tad dramatic, perhaps slight disappoint. A while ago, Discovery replaced its weekly team rewards with more of a chance reward every 3 weeks. The input for reward is energy (which in itself is great for me, thank you, thumbs-up) so I am not upset, however in my mind, the reward has changed my expected “free weekly smoothie” for team reward into an “oh not another *#$%#%“ smoothie because I am comparing it to the other bigger things I could win. Alas, after about 12 forgone smoothies and 4 "oh not another *#$#%" smoothies, I finally won the retail surprise reward valued at R100. Look I must admit it was exciting to win something different. The options were Kauai (and I was not in the movie of getting another smoothie), Hamleys (I have no kids, fortunately), Cape Union Mart (I am not the super wealthy who intends to go camping but never does) Nandos (Higher Maslow Need) and Pick n Pay ( Lower Maslow Need). Because it was Januworry, I thought oh good I could use this Pick n Pay voucher, fantastic. Discovery is the best (double thumbs-up). So now I have my own 2 chickens and Nando's Peri-Peri sauce at counter 3 at Pick n Pay and wanting to pay , but my word, the Pick n Pay voucher is gone! Maybe this was the surprise part of the surprise reward. Fortunately I had some smart shopper points so I could pay for that. Ok no, I had cash, but you get my point. So now I go onto Vitality website to see if there is an issue. Nothing. So I use the nicely laid out form to complete. Simple, 5 redemptions options existed, the rapture happened to 1 of them and that's the one I wanted to use. Type. Type. Type, Enter, click , submit. Done. Now I wait. Email pops up, says expect a response in 3 working days. Goodness, who takes 3 days to provide feedback, how understaffed is the operations team? Government departments have a shorter response time. Anyway I prayed for patience and the good Lord is granting me the opportunity to learn patience. I will wait. But my goodness I failed the next trial. Seven hail Mary's to follow. (3 days is also the amount of time it took for a resurrection, Discovery takes the same amount as time as it does to bring someone back to life) I did get a response on day 2 - A copy and paste clear cache, delete, reinstall uninstall etc. email, with a clause , if it doesn't work then send Version details, week details etc. back. I waited for this response! (facepalm). Maybe put the copy and paste email in the automatic response. Now I know a little about computers, Ctrl Alt Del, copy and paste and things like that, and enough to know if 4 of the 5 rewards show and 1 not, it’s likely not my phone that is the issue. To prove this I also installed on my Apple device. All of this at my own data expense and time. And I think we concur the data struggle is real. Still nothing was there. Sent all the details required, and my rewards expires the 7th, so this is a time sensitive operation, you know. I received another auto response saying I will get feedback in another 3 days. By 18:30 no response yet and it’s end of day and this voucher is going to expire. So I am have to go with 2nd choice because offices are probably closed now and chances of response today are now slim to none. I am typing this story now before I get the response because I suspect the response is going to be “Yes Sir, but you used your voucher at Nandos.” . Which will be so frustrating because I am aware of this. But let’s see…