Read this before dealing with Discovery, Vitality or Virgin Active!

<p>What I Find Most interesting about my recent dealings with Discovery, Vitality and Virgin is what I discovered at the end of my ordeal, So I’ll keep this as to the point as possible.</p> <p> </p> <p>Enquiring with discovery:</p> <p>I had been considering switching from my previous medical aid and sent through an enquiry to Discovery, eventually about 3 days later Discovery phoned me and ran me through some options, when they had mentioned their new Smart Plan the price seemed to compete with what I was already paying with many more benefits. This topic was over a period of a couple of days.</p> <p> </p> <p>March 31st:</p> <p>The main issue, and biggest concern I had asked about was my Virgin Active gym membership because conversion fees are a snag that I’m aware of (conversion fees are for all intents and purposes a re-joining fee, now one can understand that it is a tough pill to swallow when you have to repay a joining fee for a gym you have already been attending for the past 2 years). The Agent told me that if I was with BankMed and that if I join before the 1st of April 2016 then BankMed members do not need to pay the conversion fee, I then responded that I was not a member of BankMed. I made it very clear that I did not want to sign up if the conversion fee between gyms was applicable to me because it was not within my budget at the time as the fee was an extra R1590-00</p> <p>The agent then made some calls and came back to me saying that Virgin Active may be able to help me regarding this and suggested that I phone them, which I did.</p> <p> </p> <p>Enquiring with Virgin Active:</p> <p>As advised by the Discovery consultant I phoned Virgin Active, Broad Acres as this is the gym I primarily attend. I then spoke to a consultant who I know by name and who I have interacted with personally at the gym and on the phone prior to this phone call. I asked him about a promotion regarding the wavering of a conversion fee before the 1st of April. It is of high importance that I state here that during this phone call I confirmed that I was not a member of BankMed hence the reason for my call. We discussed the topic and to my delight the consultant had confirmed that if I converted from my previous Medical Aid to Discovery before the 31st of March that I did not have to pay the conversion fee.</p> <p> </p> <p>Back to Discovery:</p> <p>Because time was of the essence I immediately phoned Discovery and asked to Speak to the consultant by name, his surname I kept mixing up but at the time this was not a problem and he was located within seconds. During this call I said that I had spoken with Virgin Active and they confirmed that the conversion fee did not apply to me granted that I signed up before the 1st of April 2016, and that we can proceed with my joining of discovery, most importantly to cover my bases, at the conclusion of the phone I said specifically to the agent that I do not want to pay the conversion fee and that he must not sign me up if I am liable for the conversion fee for Vitality. From this point I cancelled with my previous medical aid giving the standard 30 days’ notice and and waited for my Discovery membership to Activate. This was the last time I was happy with any service from Discovery, Vitality or Virgin Active. It was also the last time I had heard from any of the consultants from either party.</p> <p> </p> <p>· What I Discovered when I went back to the gym</p> <p>A few days after my contract with Discovery had started I found it difficult to believe that there were no issues with my Current Virgin Active card as no red flags were raised about my conversion to Vitality so I checked into the gym and asked which medical aid group my card was under. Having been told that the card was not with Discovery and still with my previous medical aid provider I took it up with the club management immediately. In the consultation office the manager showed me that I was in fact still with momentum and that a charge of R1590-00 needed to be paid as a conversion fee. Astounded I made contact with Discovery about this news and from this point I can only say that the service that Discovery and Virgin Active had me signed up to a contract was nothing short of disgusting.</p> <p> </p> <p>· My phone calls and the treatment I received</p> <p>Over the next few days that turned into weeks I was on the phone to Discovery on a daily basis enquiring as to why I was now going to be charged for a fee that I was told that I did not need to pay and furthermore made very clear that I was not willing to pay. Day in and day out I would have to speak with a different consultant who was unfami**** with my situation often consultants where unhelpful and didn’t seem to be informed and therefore setting me up for call-backs from superiors that barely happened and when they did the calls would often take days at a time. When I did get put through to superiors I was talked down to and talked over often asking for reference numbers and dates and times of calls. When they said they had tracked my calls as they were all recorded and I was welcome to drive to Sandton to go and listen the recordings, as if I don’t have a job to prioritize. They also stated that calls had only been tracked as far as the 6th of May, I was the person who had to correct them and tell them trace their tracks further to before the 31st of March. Eventually I spoke to a consultant who stated that the conversion fee was mentioned in the Calls and therefore I was liable to pay the fee. When I explained that I was aware that the fee was discussed purely because I was not interested in signing up as I didn’t see the point of joining a gym of which I was already a member at an extra R1590-00. Then the wavering of the conversion fee was extensively discussed as I was told that I would not have to pay it if I signed up with Discovery Prior to the 1st of April 2016. This is the exact reason I spoke with Virgin Active after Discovery and spoke to the Virgin Active consultant, who I know by name and person, who also gave me the confirmation I needed and given the time sensitivity of my situation I had to act quickly.</p> <p>This was all done because I was told if I did it in time I’d save R1590-00 and AVOID the conversion fee. And this was the sole reason for the discussion of the conversion fee telephonically.</p> <p> </p> <p>· Passing the buck</p> <p>From here on out Discovery put the responsibility on Virgin Active stating that because Virgin Active gave me inaccurate information it is on them.</p> <p>Virgin Active would do the same stating that the “promotion” was a Discovery campaign and that they are therefore responsible. Considering that these are both companies that both supposedly have health and well-being in mind I find it both ironic and disappointing.</p> <p> </p> <p>· Final outcome + two months’ free gym as a measure of good faith</p> <p>I was eventually contacted by the general manager or Virgin Active and told that nothing could be done that “It stops here!” however as an act of good faith for all my trouble I will receive 2 months at Virgin Active Broadacres FREE of charge that amount to R360-00 in total (R180-00 per month) I received a bill from Virgin Active a couple of days ago for R180-00…</p> <p>When I walked into the gym and notified the manager that I had been charged he repeated the question back to me as if he had no idea what I was talking about and the in a feeble attempt of a response he said “No, your free months only begin at the start of the second month”. He could have just apologized and rectified it but lets face it, a pattern has clearly developed here and honesty or sincerity are not components of this pattern of this pattern.</p> <p> </p> <p>The most interesting piece of knowledge that I acquired was that the consultant from Virgin Active which I dealt with on the phone is no longer an employee at Virgin Active Broadacres.</p> <p>I discovered from management at Virgin Active that his position was terminated after Virgin Active Broadacres had to reimburse a substantial amount of clients as a result of this particular consultant giving them incorrect billing information.</p> <p> </p> <p>I have not mentioned names in this article because the internet is a powerful tool and once your name is mentioned in something like this it is permanent. I don’t believe individuals should be singled out, I believe that the companies involved should take responsibility. However, I do have a few names.</p> <p> </p> <p>When I asked why I was not included with these clients I was told that my situation was different. I asked how it was different, he did not have an answer.</p> <p> </p> <p>I ended having to pay the full amount (I’ve also signed on with the Apple Watch incentive but obviously I’m just a number Right? So who cares) I cannot describe the disappointment that I have received from Discovery and Virgin Active (of whom I have been a Client with for an extended period of time) I’m locked in and utterly disgusted with the way they treat their clients. This letter serves as a testament to show that Discovery Vitality and Virgin Active, who are meant to be in the health industry do not actually give a ****.</p> <p> </p> <p>At the end of the day I feel very let down by the whole process. Discovery, Vitality and Virgin Active are supposed to be at the forefront of the promotion of healthy living, safety and peace of mind and I do not feel that they have delivered. The amount of stress and disappointed I’ve experienced are a far cry from the wise and important decision I thought I was making.</p>