For the second time in 6 months Discovery Vitality don't get back to me after I log queries with their call centre. The most recent query is regarding the discount offered to Virgin Active gym members. As a vitality member I automatically qualify for a 50% discount on gym fees. If I then also visit the gym at least 36 times in a running year I then qualify for an 80% discount on my gym fees.
There were a number of months early last year where I did not meet this required minimum and therefore only qualified for the 50% discount (which is fair). Since the end of August 2013 my number of gym visits for the year is once again more than 36 and I should qualify for the 80% discount. I checked and confirmed my number of visits on the Virgin Active and Discovery websites.
Despite this, Virgin Active still deducts the fees for only a 50% discount each month because they get the wrong info from Discovery. After logging the issue with Discovery on the 13'th of December 2013 and being promised a response within 3 working days the issue is still not resolved and I keep on paying more than I should, what terrible customer service!
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