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Nicky M

1 reviews | Active since Nov 2012

28 May 2025, 10:53

Absolutely Unacceptable – Discovery Bank Has Left Me Stranded

I am beyond frustrated with Discovery Bank right now. Their mobile banking app has been completely offline for over an hour, and there is no alternative way to access my funds. I urgently needed to make a time-sensitive transaction, but I'm completely locked out of my account because even the verification codes are routed through their now non-functional app. This is a critical design flaw that shows a shocking lack of foresight.

To make matters worse, the call centre is completely useless – no answers, no timeline, no resolution. I’ve spoken to multiple agents who clearly have no idea what’s going on and are unable to offer any meaningful help. Discovery Bank is basically shrugging off the situation, leaving customers like me stranded without access to our own money.

This level of service is not only ***********, it’s irresponsible and unacceptable. When a bank fails at the most basic function – allowing clients access to their own funds – it raises serious questions about trust, reliability, and customer care.

Discovery, do better. Your clients deserve more than silence and excuses.

0
Replies (4)
Discovery Bank
Discovery Bank's reply28 May 2025, 11:21
Official
Hi Nicky.

Thank you for reaching out to us.

I would like to apologize for your experience with our service while trying to resolve this matter. This is not the level of service we strive to provide for our clients.

Our technical team is working promptly to resolve the issue. We do not have an exact resolution time at the moment. We apologize for the inconvenience and frustration caused by this.

I will revert to you as soon as the issue has been resolved.

Regards,
Jabulile
NM
Nicky M's update28 May 2025, 11:27
Reviewer Update
Thank you for your response, though I must be frank—an apology at this stage feels entirely insufficient.
I am absolutely disgusted with the level of service I have received. The delays, lack of communication, and apparent inability to provide a clear resolution timeline are completely unacceptable. This experience has not only been frustrating, it has shown a blatant disregard for your clients' time and trust.
It is baffling that an issue of this nature has persisted for so long without proper accountability or urgency. Your claim that this is "not the level of service [you] strive to provide" rings hollow given the reality of the situation.
I expect a concrete update with measurable progress—not vague reassurances. I hope to see real action, not just empty apologies.
Discovery Bank
Discovery Bank's reply28 May 2025, 13:49
Official
Hi Nicky.

The issue has been resolved. Please try to log in again.

I apologize for the inconvenience and frustration caused by this.

Regards,
Jabulile
NM
Nicky M's update28 May 2025, 14:03
Reviewer Update
Hi Jabulile,

Thank you for confirming that the issue has been resolved.
However, I must reiterate how deeply disappointed I am with the way this entire situation was handled. The level of service I received was truly shocking—completely out of step with what one should expect from a financial institution that positions itself as innovative and client-focused.
It is unacceptable that there appeared to be no fallback plan in place for a situation like this. The complete lack of contingency measures, combined with poor communication and an absence of clear timelines, left me feeling frustrated, unsupported, and frankly, questioning the reliability of your systems.
While the technical issue may be resolved, the experience has left a lasting negative impression. I strongly urge Discovery Bank to reflect on this incident and take meaningful steps to ensure that clients are not left stranded like this in the future.