3D Credit Card verification system fails me again - makes you appear amateur

Hi Thuli,

Thank you for taking the time to respond, and for your detailed answer.

As a software developer by trade, I understand the many links in the chain that can cause an issue like this. The only comment I would make is that this doesn't happen when I then use a different bank credit card in order to complete the transaction. So while I appreciate the difficulty in identifying where in the chain the process is failing, it does suggest that the issue is with Discovery, and not with the networks as your OTP team has suggested. Use it, don't use it. All I can say is that this seems to only happen with my Discovery card.

Regards,
Darryl

And here I sit, once again. Wanting to complete a Woolworths online order, and no SMS is arriving. I mean, it's all well and good blaming the networks, but honestly guys, this doesn't happen when I use my other CC from a major bank. I'll use it now just to prove my point.

Yup, as expected. Worked. If this happens one more time, I'm cancelling. It's just too infuriating.

And here we go again!

Just documenting my frustrations with using Discovery for online payment. Here I sit, trying to use my Discovery Miles for a Takealot payment, and once again, the SMS OTP is not coming through, so I can't use that as a payment option. Last night I paid for something business related for which I use a different card, from one of the actual professional banks. The OTP came through immediately. So stop blaming the cellular networks, it makes you look amateur.

I mean, in my opinion blaming the cellular networks is a 'copout' and doesn't make for good optics, but this is actually one time too many now. Today I shall look for a substitute credit card - your rewards program has kept me indentured, but no longer. Enough is enough. I would encourage you to consult your OTP team again, and get them to setup a dashboard or get better metrics for whatever queue processing technology you use for sending OTP's. Whatever it is, it's buffering those messages or it's just failing outright. Maybe offer a different option to SMS, like that professional bank that uses the mobile OS notification platform, such that I can even use it when I'm overseas.

I don't actually care what you do anymore though. You've frustrated me enough now. Fool me once, shame on you, fool me twice (thrice, etc) shame on me.

Well done Discovery, I didn't think it possible. I'm almost applauding the ingenuity.

So just to be clear, each time I've tried to use Discovery and it's perilous OTP authentication, I've done the phone reset as you suggested, just to rule it out.

Anyway, after my last complaint on this review above, I decided to call your Digital Support to see if I could change my OTP settings from SMS to email. Your Digital Support rep informs me email is an option. Unfortunately she then looks up my account details, and informs me that because my OTP is managed by the credit card dept, she'd need to put me through to them. No problem, whatever it takes. She puts me through to them.

Lo and behold, I'm prompted to enter my ID# followed by an OTP that they'll now send. By some miracle, I actually get one. I enter it. The phone system hangs up on me. Struth! Do it again, clench for the few seconds awaiting the OTP, this time I actually get past that point. Miracles do still happen!

I negotiate the many levels of phone options, and oh the rapturous joy, I get through to a living breathing human being, but I am then informed by said 'credit card' support rep, that unfortunately their options only allow for SMS, not email. So I'm now royally in a Catch 22 situation. I can only use SMS for OTP, but your OTP's never arrive. Brilliant! You guys win. Check mate.

Going to research how good eBucks are now. A friend tells me they work well for him, and apparently they don't blame the cellular networks.