ConsumerTalk with Wendy Knowler

Consumers call out Discovery Vitality and Momentum Multiply for not delivering

Discovery and Momentum medical aid members aren't happy with the returns on their respective wellness and rewards programmes.

Read: Here's what makes a loyalty rewards programme a must-have for consumers

Consumer journalist Wendy Knowler put the spotlight on the recent complaints levelled against Discovery Vitality and Momentum Multiply.

Discovery Vitality

Discovery Vitality offers member discounts up to 35% cash back on travel benefits such as hotels, flights and cars.

Thirusha Bharath and Henco Kruger both recently complained that the hotel stay discounts which Vitality punts are misleading.

Also read: Vitality CEO responds to complaints

The members found that booking through Vitality rewards was much more expensive when compared to other booking platforms.

They claim that Discovery Vitality apply their discounts to a higher base rate than other vendors.

Read more: No more swiping without sweating! Discovery Vitality introduces new tag system

Some other members have also complained about Vitality rewards being diluted because of a new format.

Consumers never react well when they think their loyalty programme is shortchanging or hoodwinking them in some way, even when they’re told it’s for their own good.

Wendy Knowler, consumer journalist

Wendy Knowler reached out to Vitality and this was their response:

"Vitality offers member discounts up to 35% cash back on travel benefits such as hotels, flights and cars. For hotels, Vitality has contracted with partners to offer members a discount off what is called the “Best Available Rate” at any given time. In the vast majority of cases, this Vitality status-based discount will be the most competitive rate in the market, and is evidenced by the thousands of hotel rooms booked on this benefit.

However, hotels have the contractual ability to run tactical specials of their own from time to time. These are very limited in their number, time frame and availability, as per the Booking.com example. Vitality is not able to get access to these tactical special offers, but what Vitality does offer members is a consistent, status-based discount off the hotel’s “Best Available Rate”, on a long-term basis."

Momentum Multiply

At the same time, Momentum Multiply is suffering some backlash after about 4000 members were affected by the glitch that saw their scheduled January payouts shortchanged.

Momentum offer rewards in the form of a health returns, for Active Dayz achieved. These rewards are credited on the 15th of the following month.

Andrew Worrall has complained about the glitch in the December allocations which saw his health returns drastically reduced from R1000 to R100.

Momentum's marketing boss Damian McHugh has apologised for the inconvenience and committed to paying the full amounts due by the end of the week.

Momentum Multiply is a great concept with the health returns, but I think they've blown it.

Andrew Worrall, financial planner and Momentum Multiply member

By the end of the week, we will actually refund the cash value of their earnings into the health saver accounts.

Damian McHugh, head of marketing for Momentum Health

We're very sorry for the inconvenience caused and we hoping that by paying at the end of the week, we'll resolve any issues that the members have.

Damian McHugh, head of marketing for Momentum Health

Listen to the entire ConsumerTalk discussion on The Pippa Hudson Show:

Every Wednesday, on The Pippa Hudson Show, consumer expert Wendy Knowler provides useful insights and tips on how to make the most of your buying power.

For more stories visit the ConsumerTalk feature page.

Got a consumer case you need help resolving?

Email: consumer@knowler.co.za, put Cape Talk in the subject line, followed by the issue e.g. cellphone contract dispute.


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