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Wesley P

1 reviews | Active since Jul 2019

14 Dec 2022, 08:39

Absolutely pathetic customer service (again)

I've been a Discovery Bank Customer for 3 years, I have a Black Cheque account product with them. Their customer service can only be described as atrocious for a bank targeting the higher LSM market. In the most recent incident, I called through to their contact Centre several times to query why my Discovery Miles balance has been reflecting a negative balance for over a year. Eventually I managed to get a reference number : ***, with promise to get back to me 'soon', Its been over 2 months now and no feedback. Absolutely pathetic customer service

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Replies (4)
Discovery Bank
Discovery Bank's reply14 Dec 2022, 09:54
Official
Hi Wesley

I apologise for this experience that you have had with us regarding this matter.

I will investigate the matter and then revert back to you once I have feedback.

Regards
Beatrice.
WP
Wesley P's update07 Jan 2023, 12:49
Reviewer Update
***??? 3 weeks later and you *****s still haven't gotten back to me???

14 Dec 2022, 09:54


Hi Wesley

I apologise for this experience that you have had with us regarding this matter.

I will investigate the matter and then revert back to you once I have feedback.

Regards
Beatrice.


Discovery Bank
Discovery Bank's reply16 Jan 2023, 13:45
Official
Hi Wesley

Please accept my deepest apologies for a delay in a response.

Please note note that I am busy with your case, we logged a case and it was closed due to a system error, I do apologise for that.

I did relog a case and it has been escalated to the Executive Office, I am monitoring the case closely.

I will provide you with an update before close of business tomorrow.

Regards
Beatrice.
Discovery Bank
Discovery Bank's reply18 Jan 2023, 15:53
Official
Hi Wesley

I received feedback from our Miles Team.

They have advised that the reason your Discovery Miles account is in a negative balance is because there was a value added service that you purchased for 4,250 miles and you did not have the available miles for the purchase which set the account in a negative.

You were able to redeem the voucher as clients were able to purchase value added services even if they did not have sufficient miles for the purchase, it would just put the account in a negative.

They have advised that this is not an error, the account is just in a negative.

Regards
Beatrice.