Vitality active reward not awarded because of a 17 sec mistake

<p>I have always been a big advocate for Vitality. I work in the health industry myself and what vitality have done to get people active is amazing. I unfortunately had a very bad experience trying to get points allocated I have actually earned. I mistakenly cancelled my usual morning run on the 24th of January, 17 seconds before the 30min target. Although this happened I still finished my usual run of 5km in 34min and my ihealt data shows this.</p> <p> </p> <p>I emailed them later that week, thinking this not going to be a problem at all, its a honest mistake... right. I got a very plain response, reading as follow:</p> <p> </p> <p>Dear Mrs Fourie</p> <p>Thank you for your email regarding your Apple watch workout.</p> <p>Please note we will be unable to grant an exception for your workout as your workout is below 30 minutes. We can only allocate points if the workout is 30 minutes.</p> <p>Please visit the Discovery website for more information regarding the qualifying criteria.</p> <p>We do apologise for the inconvenience caused.</p> <p> </p> <p>I thought maybe they did not understand what happened, so I emailed again. This time round the response said they could not award heart rate data for any workout less than 30 min. I have been using my apple watch for a year now. Never have I asked for any exceptions when I was ill or injured, never have I cheated my way to points I did not earn... but because of an 17 sec mistake and missing my 900 point goal by 50 points that week I have to pay R135.40 this month for my watch. If I got the 300 points I would have been way over my weekly goal.</p> <p> </p> <p>Not once was there a solution on the table. Asking me to send them proof of my heart rate data or the total active minutes for that day. The only response was >>>We understand your frustration with the error that occurred with your workout on the day; however we cannot award points to you.>>></p> <p> </p> <p>I can’t even explain my disappointment... maybe in myself for making the mistake of ending my session on 29min43sec but also in the no care attitude I got from the team. Sorry team vitality it seems you are leaving your team behind in the race to greater health and fitness. </p>