Discovery Vitality & Vitality Mall
High-handed contract changes

Careful when signing up for Vitality! The benefits they promise you may change as it pleases them. They have this pettifogger-clause 10 of the Vitality rules: "We may change these rules and the benefit rules from time to time...". Of course it is illegal to change existing contracts, but they trust that their "members" either do not know it or dread the cost of a legal battle. Examples for contract changes detrimental to the customers:
In 2013 begin of a program to squeeze out long-term customers of their inexpensive gym contracts. The number of required gym visits per 12 months was increased from 24 to 36. If you cannot comply in any 12 months period, your membership is cancelled.
End of 2014 long-term customers may find their Vitality status and benefits slashed, because the carry-over points have been abolished. Of course you can avoid that by investing more time and money into Vitality.
My message to Vitality: Please remember that you are a SERVICE provider. Your mission should be to SATISFY your CUSTOMERS, not to patronize them. Please, do not insult their intelligence by hiding profit increase programs behind euphemistic phrases like "We want to help you to become healthier"

Company: Discovery Vitality & Vitality Mall
Country: South Africa
City: Vitality

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