I have never experienced anything similar with a company before. When I joined, the customer service was lovely and helpful. A couple of months later, I had an issue with my back and my doctor prescribed Osteopath sessions. Vitality asked for more than the prescription and I had to pay £50 for my doctor to give a lot of details regarding my condition. Still, it wasn't enough and I have been asked for more. I got in touch with the CS team and asked what exact information they would need to make sure that if I had to pay again, they would have everything they needed this time. They said they will send me an email.. I never received it... I called again, the same scenario. I called a 3rd time, the agent said he will call me the same day. Never heard back. I sent emails and even whatsapp. I work in Customer service so I alwasy make sure to be polite and have definitely not done anything that could justify this. I got Vitality through my company so I spoke to HR. HR emailed them twice and never heard back. I do not understand how a company can literally ignore their customers without a care in the world. I really wouldnt recommend them to anyone. And of course, I cancelled. Then a couple of weeks later received a call from them to try and retain me. Terrible experience.