NL
Natasha L
Active since Sep 2024
2
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2 reviews3 weeks ago
Completed All My Vitality Goals and Contract Period but Still Being Billed Due to Teljoy’s Poor Communication and Account Handling
I am posting this in the hope that someone at Teljoy finally takes ownership of an issue that has been handled extremely poorly for months. I entered into a Discovery Vitality/Teljoy Garmin device agreement and successfully completed all my required fitness and activity goals throughout the full 24-month period. My understanding, based on the way this benefit is marketed and communicated to consumers, was that meeting the required goals over the agreement period would conclude the arrangement and allow ownership of the device to transfer. Instead, after the agreement period ended, I continued being billed with little to no explanation as to why. I repeatedly contacted Teljoy customer service requesting clarity regarding: * why billing was continuing; * how to close my account; * what steps were required to transfer ownership of the device; and * whether any further amounts were outstanding. Despite multiple attempts to get assistance, I received inconsistent and incomplete information from different agents. Responses took weeks, and at no point was the process clearly explained to me. Only much later was I informed that: 1. Teljoy allegedly only had my activity information up until February; 2. my March and April activity data had supposedly not reflected on their system; and 3. an additional “option payment” process was required in order to transfer ownership. I have since provided proof that all required fitness goals were achieved for the outstanding periods as requested by their own agent. What makes this situation even more frustrating is that my account also experienced billing issues at the start of the agreement, where I was incorrectly billed and only partially refunded. Consumers should not have to fight this hard simply to: * understand their account; * stop incorrect billing; * obtain clear settlement information; or * transfer ownership after complying with the programme requirements for 24 months. At this point, I require Teljoy to: * confirm that all activity goals have now been correctly updated on my account; * confirm whether any amount is genuinely still outstanding; * provide a final written breakdown of exactly what is required to conclude this agreement; * stop any further unnecessary billing; * confirm closure of my account once resolved; and * confirm removal of my banking details from active billing systems thereafter. I am extremely disappointed in the lack of communication, lack of accountability, and overall customer service experience surrounding what should have been a straightforward process. I hope this complaint reaches someone at Teljoy who is willing to properly resolve this matter urgently and professionally.
1 reply
20 months ago
They steel your money!
I have never experienced such incompetence! I have a fitness watch with them through Vitality Active and for the third time they will be wrongfully deducting money from my account even though I have made every exercise goal since joining Vitality. The customer service is absolutely terrible! No one has an answer to why they made the mistake or when I will get my money back and they never get back to you.
1 reply
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