Discovery Health
Vitality cancelled - no notification

My Vitality membership was cancelled due to a returned debit order, but I was never informed about it. I finally realised this when I got an error message because my membership number was invalid. I could not get through on the Discovery telephone number and thus sent an email to their customer service department and got an automatic reply that "someone will be intouch within 3 working days". After waiting 3 MONTHS (yes, months!) and following up in between, I finally got some feedback from Discovery:

"Sorry, someone should have notified you, but never did". "You will have to pay your membership fees for the months that you had no membership before we can reinstate" and "It's your own fault that you didn't study your bank statements to realise that we aren't billing you anymore".

To which I have the following questions:

1. Who the is someone? Why is it now MY problem because SOMEONE didn't do their job?
2. Why should I pay for months that I had no membership?
3. Who the do you think you are to tell me what to do with my bank statements? It's not my job to check that your employees do their jobs properly
4. 3 months to get feedback - is this the best you can do?

Company: Discovery Health
Country: South Africa
City: Head Office

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