Misleading Discount Benefit, App Errors & Poor Customer Support

I am extremely disappointed with Oneplan’s handling of its advertised pet store discount.

I went to a Onepet store expecting the discount as a Oneplan member. The store could not assist me and referred me to Oneplan support. Support then told me to contact the store, sending me in circles.

Only later did I find out that I needed to complete additional steps on the app — something that was never clearly explained. No one informed me upfront about these requirements.

When I tried to complete the process, the app failed. It repeatedly showed “could not upload pet image” errors and would not save my profile, making it impossible to complete the requirements.

As a result: • The app does not function properly. • The process is unclear. • Support provides inconsistent guidance. • I wasted time and received no discount.

As a paying customer, I expected this benefit to be simple and accessible. Instead, it is misleading and poorly supported.

If this discount is being advertised, it should work. Right now, it does not.

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Expected Resolution

I expect Oneplan to: 1. Resolve the app issues immediately. 2. Clearly communicate the correct process to access the discount. 3. Ensure support staff provide consistent and accurate guidance. 4. Assist me in receiving the discount I was entitled to.

If this cannot be resolved, Oneplan should reconsider advertising this benefit in its current form.