A nightmare with Discovery Bank

I have been a Discovery clients for years. I have Discovery Medical Aid, Discovery Insure and Vitality. I have Diamond status on Vitality, and decided to maximize my benefits. In order to do this, I need a Discovery Credit Card. I previously had a Discovery bank account that I closed, as the offering was not aligned to what I needed in a bank. Now... I have come back to apply for a credit card in order to maximize my Vitality experience. This is where the nightmare began.

I app**** for a credit card on the Discovery App I wanted a Gold Credit Card, but Discovery only gave me Platinum as an option I call Discovery... they say because I previously had a Platinum card, my options default to Platinum and they can’t override it. I need to apply for a downgrade after I receive my card. I go ahead and apply for the Platinum Card (this is not what I want) I upload my supporting documents I get an email requesting me to upload additional documents on the app I go to the app and there is no place for me to upload documents, it just says “Application in process” with no hyperlink I call Discovery... they say that’s odd, and give me an email address to submit additional documents I do the above Discovery calls me requesting for my documents to be uploaded I inform them I have already sent documents Discovery confirms my application has been processed, please accept offer on the App I open the app, again... there is nothing to approve. it just says “Application in process” with no hyperlink I call Discovery... they log a query... nothing I call Discovery.... they escalate... nothing Discovery emails me to inform me my offer is expiring I call Discovery... they escalate again... nothing I call Discovery... The escalate and expediate and fast track... nothing I call Discovery... they log an escalated query... nothing I call Discovery... I call Discovery... I call Discovery... At this point, more than a month has passed. I call Discovery... they ask me to delete the application and start the process again I call Discovery... I ask them to guarantee that this time, it will work.... because my landing page looks the same after the re-download They say yes, it will work I do the above I now need to upload documents. Again, it just says “Application in process” with no hyperlink.

This is embarrassing. I would just like to maximize on the benefits that I have earned... and the longer this takes, I assume you will compensate for benefits lost. Again, please fix.