Vitality has poor service/inconsistent service and processes. They lack in customer service and communication, and inadequate system.

I have a gym contract and get the 75% discount because I have Vitality, or so I thought! In January 2025, my gym deducted the full amount from my account. I enquired and my Vitality was cancelled. Upon investigation, there was some technical issue on their side which cancelled my policy and my benefit. My policy was cancelled for months apparently and no one told me and when the system discovered it it cancelled. So they weren't deducting the Vitality premium for more than a year. Long story short, they acknowledged their error reinstated our Vitality and refunded me ... Or so I thought. In August 2026, my gym deducted the full amount from my bank account again. I initially thought it was because I didn't go to gym as often as required to receive the discount. Then in September 2026, the same thing happened. I enquired by the gym and they informed me that my Vitality was cancelled. I enquired by Vitality and they said it's due to non-payment and if I want my refund I must pay them from October last year or something ridiculous like that, due to them not receiving payment. They apologise for not informing me (at some acknowledgement), but I must pay them over R3000 before they can refund me my R2000. I ended up cancelling my gym contract, and because you must give a months notice, they will deduct another R1000.... So I will be out of pocket by R3000. So what's the difference now, to what happened in January 2025? I will not be held liable for your system failures and I want my money back. I do not want to speak to a consultant, who is going to recite the same response - Mrs Zincke, you will need to pay us what you owe.... I don't owe you anything, you owe me! Vitality needs to take accountability for their lack of communication, their inadequate systems and lack of service. It's the same issue that happened almost 2 years ago - now you want to do it differently - your processes are inconsistent but your lack of communication and poor system is definitely consistent!