Team Vitality Refund Still Not Processed – No Follow-Up or Feedback

I am writing to formally lodge a complaint regarding the unacceptable service I have received from Discovery Vitality concerning a Team Vitality refund.

On 2 December, I was advised that a refund for my Team Vitality payment would be processed. To date, no refund has been received. After waiting in good faith, I phoned again to follow up, only to be informed that I now need to submit proof of payment — despite the fact that Discovery can clearly see the payment on their own system.

At no point during the initial interaction was I informed that proof of payment or a screenshot would be required. Had this been communicated upfront, it would have been provided immediately. Instead, I have been left waiting unnecessarily.

What makes this matter worse is that there has been no follow-up or response from Discovery, despite my efforts to resolve this. The lack of communication, accountability, and urgency is extremely disappointing and does not reflect the standard expected from a company of Discovery’s stature.

I have been a loyal Discovery client from the very beginning, which makes this experience even more frustrating.

I request that: • My refund be processed urgently and without further delay • Clear feedback be provided on why this issue was mishandled • Discovery improves communication to prevent clients from experiencing similar unnecessary inconvenience

I trust that this complaint will now receive the attention it deserves.