On 2 October, I made an online booking via the Vitality site for a Tsogo Sun booking (holiday dates 25-28 Oct). The respective amount due of R2460.40 was instantly debited off my credit card. On the 17 October I needed to add an additional night to the booking and contacted the Vitality call centre which is the disclosed process. Lesego confirmed telephonically that the original booking had to be cancelled and I would be refunded in 2-3 days. He then processed a new booking for me and my credit card was duly debited instantly.
On the 23 October I contacted the hotel to arrange for a late check-in, only to hear that I had no booking!!! Several calls to Vitality and Tsogo Sun still resulted in no booking yet I had paid ... twice! My booking was only confirmed on the morning of the 24th after I refused to put the phone down on Lesego. Since then I receive calls confirming that they are working on my refund ... which was supposed to take 2-3 days. As pleasant as Lesego is, I don't want the phone calls - I want my money!!! Come on Discovery Vitality - you mess up my booking and you add to that by not refunding me!