Systems that don't work as intended with matchingcustomer service to match

So Discovery Vitality is the best rewards program in SA right? I'd agree, but the problem is that the programs tend to fail most of the time and don't reward you with the benefits they advertise.

I have had multiple issues since I joined Vitality at the end of 2016. Had to contact customer service about 100 times and this has caused me to doubt the program.

I mean, what if I lived a healthy lifestyle solely to because of Vitality reward? I'd probably die of a heart attack.

Lets take the shoe booster for example. I bought 3 pairs of shoes at the same time and returned 2. The terms state that "If more than one pair of shoes is purchased in one transaction, your cash back will be calculated on the higher-priced pair of shoes. "

Here are the details of my order:

MEN'S NEW BALANCE 1080 FRESH FOAM SHOE ********** 0 R 1,499.00

MEN'S NEW BALANCE VAZEE PRISM SHOE ********** 6 R 1,279.00

MEN'S NEW BALANCE FRESH FOAM GOBI MOON PHASE SHOE ********** 8 R 1,499.00

The shoe on my profile is the MEN'S NEW BALANCE VAZEE PRISM SHOE which is the lowest priced shoe?

To top it off, I haven't even received a single refund for this. The order was placed in June!!

I have contacted them about this since I placed the order and here is their latest response from Facebook:

"Hi Luigi, we can confirm that your Shoe Booster billing cycle has been reset and your cashbacks will be calculated during the next cycle. Unfortunately, we cannot force-close the cycle for the cashbacks to be paid immediately as your policy was reflecting as inactive. We have rectified this. Please allow for this to be calculated in order to receive your missing cashbacks.

We'd like to thank you for your continued patience whilst we investigated this query further.

Regards, DV."

They told me the same thing in July

After I asked to reconfirm that the selected shoe is the most expensive one from the order, since I returned the other 2, they said

"Hi Luigi, your shoe booster benefit is linked to the initial shoe you purchased: Men's New Balance Vazee Prism shoe. Please refer to the benefit rules regarding returns or size exchanges done. Your Shoe Booster benefit will be calculated as confirmed above.

Thanks, DV."

As mentioned, this was the latest response I received from Facebook. I initially contacted their contact center and was assured that all this was corrected and I should have been paid an September. I believe it was Lerato Molekwa who called me to confirm this. I contacted them via email and its always a phone call with the final answer, never in writing. This was in July. They know just how to cover their tracks. The other convenience is that it's always a new customer service rep who deals with your query, so there's always a misunderstanding.

I don't see the point in offering a rewards program when the products don't work. And to provide this type of customer service is extremely frustrating to consumers.

The other issues I am currently facing at the moment is:

-No response when claiming points manually -Healthy food cash back being incorrect for September period -cash back for a purchase at @home made in October

There have been many others in this year alone, but I those are the important unresolved issues I am faced with and all Discovery provides is poor customer service.