Discovery Vitality & Vitality Mall Reviews | 1.6 TrustIndex | Hellopeter

Discovery Vitality & Vitality Mall Reviews | 1.6 TrustIndex | Hellopeter

Review Distribution

1.1|232 Reviews

Jul '25 - Jun '26

Frequently Asked Questions About Discovery Vitality & Vitality Mall

What do customers say about Discovery Vitality & Vitality Mall?

Based on recent customer reviews, Discovery Vitality & Vitality Mall is described as a frustrating experience defined by broken reward allocations, unauthorised debits after cancellation, and unreachable support channels. Members repeatedly report that benefits promised at signup fail to materialise, queries remain open for weeks or months, and call centre agents pass them between departments without resolution.

What are the most common complaints about Discovery Vitality & Vitality Mall?

The most common complaint about Discovery Vitality & Vitality Mall, based on Hellopeter's AI analysis of recent customer reviews, is Communication & Responsiveness. Communication & Responsiveness (1.1) is the most damaged area. Members describe unanswered emails, hour-long hold times, dropped calls, promised callbacks that never come, and being routed between departments where each repetition forces them to restart their query from scratch.

Recent reviews (232)

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Popular mentions

no response cancellation debit order free trial call centre vitality points gym benefit refund helpful agent exceptional service

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1 reviews | Active since Jan 2020

28 May 2026, 13:19

WRONG INFO AGENTS NOT KNOWING THE PRODUCT THEY ARE SELLING

I am so frustrated with Vitality. No one can communicate properly the agents are not properly trained with the correct info. Every agent I speak to regarding the oura ring as either given me wrong info or does not know. Struggling to return my ring to at was sent the wrong size. Almost a week and every agent keeps saying it is escalated but no one is getting back to me.

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1 reviews | Active since Jan 2020

28 May 2026, 13:19

WRONG INFO AGENTS NOT KNOWING THE PRODUCT THEY ARE SELLING

I am so frustrated with Vitality. No one can communicate properly the agents are not properly trained with the correct info. Every agent I speak to regarding the oura ring as either given me wrong info or does not know. Struggling to return my ring to at was sent the wrong size. Almost a week and every agent keeps saying it is escalated but no one is getting back to me.

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1 reviews | Active since Jan 2020

28 May 2026, 09:04

Discovery Vitality — 5 months of missing points, 38 days of silence after reporting

My Vitality points have not been allocated since January 2026. I reported this on 20 April 2026 (reference: 12005635625). I supp**** all requested till slips promptly. Discovery's own stated resolution time is 3 business days. It has now been 38 days. No resolution. No proactive update. Not a single phone call. Their complaints line exists to absorb complaints, not resolve them. Every interaction produces a reference number and nothing else. I am now pursuing escalation through the National Consumer Commission and the relevant Ombudsman. I am also formally reviewing whether to continue holding a full Discovery product suite — health, life, insure, and bank — with a provider that cannot honour a 3-day SLA over a 38-day period. If you are considering Discovery Vitality, factor in that when the programme fails to deliver on its contractual obligations, their complaints process is effectively non-functional.

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1 reviews | Active since Jan 2020

28 May 2026, 09:04

Discovery Vitality — 5 months of missing points, 38 days of silence after reporting

My Vitality points have not been allocated since January 2026. I reported this on 20 April 2026 (reference: 12005635625). I supp**** all requested till slips promptly. Discovery's own stated resolution time is 3 business days. It has now been 38 days. No resolution. No proactive update. Not a single phone call. Their complaints line exists to absorb complaints, not resolve them. Every interaction produces a reference number and nothing else. I am now pursuing escalation through the National Consumer Commission and the relevant Ombudsman. I am also formally reviewing whether to continue holding a full Discovery product suite — health, life, insure, and bank — with a provider that cannot honour a 3-day SLA over a 38-day period. If you are considering Discovery Vitality, factor in that when the programme fails to deliver on its contractual obligations, their complaints process is effectively non-functional.

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1 reviews | Active since Jan 2020

27 May 2026, 12:12

Devious with 3 months fee vitality

Discovery Vitality - so devious with the 3 months free Vitality. I had forgotten to cancel after the 3 months and they then automatically debited me in one installment together with my medical aid, so I did not even pick it up as it was not a separate debit order (thats a devious method for not separating the debits so we can pick it up easily). To top it they debit the highest premium subscription not even the lowest option without any call or correspondence. I called the call centre, and they are insisting for a one month calendar notice.

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1 reviews | Active since Jan 2020

27 May 2026, 12:12

Devious with 3 months fee vitality

Discovery Vitality - so devious with the 3 months free Vitality. I had forgotten to cancel after the 3 months and they then automatically debited me in one installment together with my medical aid, so I did not even pick it up as it was not a separate debit order (thats a devious method for not separating the debits so we can pick it up easily). To top it they debit the highest premium subscription not even the lowest option without any call or correspondence. I called the call centre, and they are insisting for a one month calendar notice.

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1 reviews | Active since Jan 2020

26 May 2026, 15:00

Worst behaviour from rude Discovery Vitality devices team

To Discovery Vitality I had absolutely the worst experience from the Discovery Vitality device team, particularly Bukho around 16:00 on Tues 26 May 2026 when she was patched through to my number on 068 1933 221, and the call centre agent before her (from 15:51 pm onwards). I was querying why I wasn’t receiving my Garmin device rebate even though I have been meeting my weekly & monthly active goals for multiple months since I got the device (vivoactive 6) in Dec’25. I upgraded in Jan 2026 to vitality premium and they said that is the reason the benefit fell away. The first call centre agent refused to answer my questions and instead said she’d speak to her team and then made me hold for 19 minutes. When she picked up the call again, she was surprised I was still on and even said in isiXhosa that she couldn’t believe I was still holding and then she pretended that she couldn’t hear me any more, the oldest trick in the call centre book - she could hear me fine, I guarantee you, as evidenced by the clarity of the line till then and her snarky comments to her colleagues. Please listen to the call which is recorded; it is totally disrespectful and disgusting. The indignity didn’t stop there as afterwards the agent put me through to the switch aboard again and Bukho was the next agent - look her up, that is the name she supp****. Bukho said that if one upgrades one’s Vitality plan then the Garmin benefit falls away. So I asked her to show me where in the terms and conditions it says this and Bukho refused to find the collateral or read it out but said I should do so myself. After I eventually did her work for her, and asked her where on the benefit t’s & c’s it states that if one upgrades one’s vitality plan that the rebate falls away and she couldn’t state where. That’s because it doesn’t exist, I read it and have it there. The word upgrade or downgrade is not even mentioned in the doc. I then asked if the rebate would be reinstated if I downgraded my Discovery Vitality to Active and she said no, which again, makes no sense. Why would Discovery want to disincentivise their members to do exercise by withdrawing the device subsidy benefit if individuals upgrade their Vitality plans and essentially pay the company more money! Absolutely disgraceful behaviour by the call centre agents and treatment by Discovery. I have been a Discovery Health member for most of my life (over 20 years of unbroken membership) and am one of the early Discovery Bank account holders, plus a Discovery shareholder. I trust this complaint will be taken up with the gravity it deserves. Absolutely disappointed & disgusted. Alexandre Rodrigues

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1 reviews | Active since Jan 2020

26 May 2026, 15:00

Worst behaviour from rude Discovery Vitality devices team

To Discovery Vitality I had absolutely the worst experience from the Discovery Vitality device team, particularly Bukho around 16:00 on Tues 26 May 2026 when she was patched through to my number on 068 1933 221, and the call centre agent before her (from 15:51 pm onwards). I was querying why I wasn’t receiving my Garmin device rebate even though I have been meeting my weekly & monthly active goals for multiple months since I got the device (vivoactive 6) in Dec’25. I upgraded in Jan 2026 to vitality premium and they said that is the reason the benefit fell away. The first call centre agent refused to answer my questions and instead said she’d speak to her team and then made me hold for 19 minutes. When she picked up the call again, she was surprised I was still on and even said in isiXhosa that she couldn’t believe I was still holding and then she pretended that she couldn’t hear me any more, the oldest trick in the call centre book - she could hear me fine, I guarantee you, as evidenced by the clarity of the line till then and her snarky comments to her colleagues. Please listen to the call which is recorded; it is totally disrespectful and disgusting. The indignity didn’t stop there as afterwards the agent put me through to the switch aboard again and Bukho was the next agent - look her up, that is the name she supp****. Bukho said that if one upgrades one’s Vitality plan then the Garmin benefit falls away. So I asked her to show me where in the terms and conditions it says this and Bukho refused to find the collateral or read it out but said I should do so myself. After I eventually did her work for her, and asked her where on the benefit t’s & c’s it states that if one upgrades one’s vitality plan that the rebate falls away and she couldn’t state where. That’s because it doesn’t exist, I read it and have it there. The word upgrade or downgrade is not even mentioned in the doc. I then asked if the rebate would be reinstated if I downgraded my Discovery Vitality to Active and she said no, which again, makes no sense. Why would Discovery want to disincentivise their members to do exercise by withdrawing the device subsidy benefit if individuals upgrade their Vitality plans and essentially pay the company more money! Absolutely disgraceful behaviour by the call centre agents and treatment by Discovery. I have been a Discovery Health member for most of my life (over 20 years of unbroken membership) and am one of the early Discovery Bank account holders, plus a Discovery shareholder. I trust this complaint will be taken up with the gravity it deserves. Absolutely disappointed & disgusted. Alexandre Rodrigues

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1 reviews | Active since Jan 2020

26 May 2026, 06:47

NO Oura ring service and promise

Oura Ring no service empty promises and logging calls that gets closed with no response. It seems that Discovery is great at logging calls and only giving you a standard response that means nothing. You are treated like a number and they dont care that the problem and **** service was on their side, dont think they will try to show empathy or take responcibilty for it. They just send you prefabricated responses like you are a robot.

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1 reviews | Active since Jan 2020

26 May 2026, 06:47

NO Oura ring service and promise

Oura Ring no service empty promises and logging calls that gets closed with no response. It seems that Discovery is great at logging calls and only giving you a standard response that means nothing. You are treated like a number and they dont care that the problem and **** service was on their side, dont think they will try to show empathy or take responcibilty for it. They just send you prefabricated responses like you are a robot.

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1 reviews | Active since Jan 2020

24 May 2026, 08:49

Worst app and lying to customers about the benefits points.

Worst app that cheats customers and gives 0% assistance. We ********ly joined Vitality to gym and get some benefits. I have googel fit and my wife Samsung health. At first we got all our weekly points and goals. Then suddenly, connection issues and the points dried up almost as fast as customer service webt out the door. You phone and they tell you to manually reset everyting by giving you a european website link. 10 000 steps later, you still don't finish. Then it rasomly update the info, but no points. The app os a disaster on it's own. I average 15 000 a day, becayse I walk a lot. Yet no loading of points. Then back to customer service and they can see my whole google account info, yet do not assist. You have failed your customers Discovery. We would just like our points and the benefits we pay for. Sgame on you. The best is they don't even care to have a complaints department. They just want your money and ***** the rest. Let's see if you actually care ebough to reply.

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1 reviews | Active since Jan 2020

24 May 2026, 08:49

Worst app and lying to customers about the benefits points.

Worst app that cheats customers and gives 0% assistance. We ********ly joined Vitality to gym and get some benefits. I have googel fit and my wife Samsung health. At first we got all our weekly points and goals. Then suddenly, connection issues and the points dried up almost as fast as customer service webt out the door. You phone and they tell you to manually reset everyting by giving you a european website link. 10 000 steps later, you still don't finish. Then it rasomly update the info, but no points. The app os a disaster on it's own. I average 15 000 a day, becayse I walk a lot. Yet no loading of points. Then back to customer service and they can see my whole google account info, yet do not assist. You have failed your customers Discovery. We would just like our points and the benefits we pay for. Sgame on you. The best is they don't even care to have a complaints department. They just want your money and ***** the rest. Let's see if you actually care ebough to reply.

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1 reviews | Active since Jan 2020

22 May 2026, 07:56

Poor customer service

I am quite disappointed with the customer service experience I’ve had with Discovery Vitality regarding my recent online order. I have been trying to get hold of someone to assist me with questions about my order and the exchange policy for a T-shirt purchased from the Vitality Store ahead of Comrades. The first time I called, my call went through, but the consultant dropped the call while assisting me. I tried calling again shortly afterwards, and since then my calls have not been going through at all. This has been very frustrating, especially as I need clarity urgently before the race. I would really appreciate better communication and customer support from the team. I’m simply trying to understand the status of my order and whether exchanges are possible.

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1 reviews | Active since Jan 2020

22 May 2026, 07:56

Poor customer service

I am quite disappointed with the customer service experience I’ve had with Discovery Vitality regarding my recent online order. I have been trying to get hold of someone to assist me with questions about my order and the exchange policy for a T-shirt purchased from the Vitality Store ahead of Comrades. The first time I called, my call went through, but the consultant dropped the call while assisting me. I tried calling again shortly afterwards, and since then my calls have not been going through at all. This has been very frustrating, especially as I need clarity urgently before the race. I would really appreciate better communication and customer support from the team. I’m simply trying to understand the status of my order and whether exchanges are possible.

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1 reviews | Active since Jan 2020

22 May 2026, 06:11

Discovery is a **** more especially vitality

Hi All, I would like to formally express my disappointment regarding the ongoing issues with my Vitality membership and the overall handling of this matter. My Vitality membership is billed through my employer, yet for the past three months no debit or collection was processed. As a result, my Vitality benefits have now been cancelled due to non-payment, and I am being asked to pay three months of backdated contributions in order to reactivate the benefit. What makes this situation particularly frustrating is that this issue was not caused by me. I have always understood that the deductions and payments were being handled through the appropriate administrative processes. I have continued paying for my gym membership while under the impression that my benefits were active, only to later discover that there was an issue on the Discovery side. When I first experienced this problem, I initially believed it was related to. However, over time it became clear that this is a administrative and service issue. Unfortunately, I have never really had a positive experience with Vitality, and situations like this are making me seriously consider changing medical aid providers next year due to ongoing dissatisfaction with the service received. It is unfair for me to now carry the financial burden for costs that arose because administrators failed to process or manage the account correctly. With the increasing cost of living and constant fuel price fluctuations, these unexpected additional expenses place unnecessary pressure on me financially. I kindly request urgent intervention and resolution of this matter, including consideration of waiving the backdated payments required to restore my benefits, given that the issue did not arise from any negligence on my side. Kind regards

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1 reviews | Active since Jan 2020

22 May 2026, 06:11

Discovery is a **** more especially vitality

Hi All, I would like to formally express my disappointment regarding the ongoing issues with my Vitality membership and the overall handling of this matter. My Vitality membership is billed through my employer, yet for the past three months no debit or collection was processed. As a result, my Vitality benefits have now been cancelled due to non-payment, and I am being asked to pay three months of backdated contributions in order to reactivate the benefit. What makes this situation particularly frustrating is that this issue was not caused by me. I have always understood that the deductions and payments were being handled through the appropriate administrative processes. I have continued paying for my gym membership while under the impression that my benefits were active, only to later discover that there was an issue on the Discovery side. When I first experienced this problem, I initially believed it was related to. However, over time it became clear that this is a administrative and service issue. Unfortunately, I have never really had a positive experience with Vitality, and situations like this are making me seriously consider changing medical aid providers next year due to ongoing dissatisfaction with the service received. It is unfair for me to now carry the financial burden for costs that arose because administrators failed to process or manage the account correctly. With the increasing cost of living and constant fuel price fluctuations, these unexpected additional expenses place unnecessary pressure on me financially. I kindly request urgent intervention and resolution of this matter, including consideration of waiving the backdated payments required to restore my benefits, given that the issue did not arise from any negligence on my side. Kind regards

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