I have been a Discovery member for 15 years via my company and as a private client at one stage. In other words I see myself as a loyal customer. As a Vitality member I have enjoyed free Virgin Active access... not really as you pay a Vitality premium to enjoy these benefits. Recently I have missed 1... yes ONE session, and they cancel my membership, yet they accept the 3 sessions I went my after the "cancellation date". I understand now... it is money... you see, I am one of those members that enjoys free membership. The reason why they will not be lenient is because I cost them money and they want a paying member now as their policy has changed as per their mail I know the rule wrt to 36 sessions in a 12 month cycle, but cancelling due to one session, not looking at client's portfolio is ridiculous. As per the "reinstatement" requirements, it is all about money and not the client and looking at circumstances. I admit I have missed one and I have received mails, but I slipped up... I have asked Discovery Vitality to consider my request and the answer was just a NO... we sent you mails... etc, etc... you cost us money... sorry you are a number not a human and therefore we don't care
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