A story of incompetence, inefficiency and negligence

<p>My sad story is as follows:<br />•16 Aug 2016 - Get an SMS where I’m notified that Discovery needs a copy of my ID for FICA purposes<br />•18 Aug 2016 – Discovery courier collects a copy of my ID at about 2pm<br />•24 Aug 2016 – Credit card declined and get a sms from Discovery saying – “We declined your transaction because of outstanding documents” <br />•24 August 2016 – contacted Discovery call center and was told there is a backlog in processing. FNB is responsible for updating FICA records but Discovery will escalate it.<br />•26 August – Credit card still being declined. Phone call center at about 9:00 am and told there is still a backlog and it will be escalated again. Call center says they will call me and update me on progress by 12:00<br />•26 August – No call from Discovery so phone call center again. Get put through to supervisor who assures me call will be escalated again. Problem is with FNB<br />•29 August – 5:27pm get an email from Discovery telling me FNB doesn’t have the copy of my ID and I must arrange to need to send them another copy.</p> <p>There are just so many issues of incompetence, inefficiency and negligence…..:<br />1.Poor planning – how can Discovery not allow enough time to collect documents and process FICA updates before “freezing” the account.<br />2.Feedback to the customer – surely a courtesy message informing me that the account is frozen wouldn't have been a bad idea. This would easily have averted some awkward moments when trying to pay with a blocked credit card……<br />3.Escalation process from Discovery is bizarre – it was explained to me that it works as follows:<br /> a.A message is sent to FNB to notify them this matter is overdue and urgent<br /> b.FNB immediately acknowledges receipt of escalation message<br /> c.Discovery will get feedback on the escalation when the escalation has been resolved, whenever that might be at some unknown future date.<br />How can anyone in good conscience describe this as an escalation procedure?<br />4.Non-existent security of confidential customer information: It beggars belief that Discovery can collect a copy of my ID, find out 10 days later they’ve lost it and then calmly ask me to send another copy with no explanation or apology. This is at a best total negligence and at worst ******** behaviour. Has Discovery not heard of identity theft or The Protection of Personal Information (POPI) Act? Their Risk and Compliance department either doesn’t exist or is as dysfunctional as the FNB department updating the FICA stuff. What would be funny in a really sad way is if Discovery has actually outsourced the whole Risk and Compliance function to FNB….…</p> <p>I’m interested to hear from Discovery how they lost the copy of my ID and what procedures they are putting in place to prevent a recurrence…….</p>