PS
Paul S
1 reviews | Active since Jul 2012
21 Oct 2019, 14:55
Appalling, pathetic, sad, disastrous service
Endless empty apologies and promises by management without any recourse. Despite multiple calls to your bank, and discussions with various bankers, managers and your client service manager, Hagashree Moodley, not one of them have honored their word to get back to me as promised. I'm at a total loss for words and would like to close my account.
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Replies (4)PS
Paul S's updateReviewer Update
22 Oct 2019, 14:26 Apparently the case is still being looked into by your client service manager, Hagashree Moodley and the relevant technical department. After logging this review, I called back and spoke to Gershwin who advised that management was in a meeting. I had requested that someone be called out of the meeting given the circumstances. Hagashree then spoke with me and alleges she called at 13h00 as she had promised and that my phone went directly to voice mail and that she left a detailed and lengthy message. I don't have any record of the call or the voicemail message she allegedly left. She then asked if she could call me back before 18h00 to give me an update. This she did, but the update was just that the matter was still being looked into. These events described all happened after I posted the initial review.
The details leading up to this point I think you should investigate yourselves by listening to all the calls since last week as I really do not have the time or energy to explain myself yet again!!! All I will say is that many calls were made, promises given regarding getting back to me, none of which were upheld, despite endless apologies for the bad service I had experienced.
Half the day has passed, and still no update on the matter, nor a call from anyone senior at the bank to apologise for the poor service received. Digital bank or not, you can never, ever remove the human factor of providing a superior client experience. Something which is clearly missing from your offering.
The details leading up to this point I think you should investigate yourselves by listening to all the calls since last week as I really do not have the time or energy to explain myself yet again!!! All I will say is that many calls were made, promises given regarding getting back to me, none of which were upheld, despite endless apologies for the bad service I had experienced.
Half the day has passed, and still no update on the matter, nor a call from anyone senior at the bank to apologise for the poor service received. Digital bank or not, you can never, ever remove the human factor of providing a superior client experience. Something which is clearly missing from your offering.
PS
Paul S's update22 Oct 2019, 14:26
Reviewer Update
Apparently the case is still being looked into by your client service manager, Hagashree Moodley and the relevant technical department. After logging this review, I called back and spoke to Gershwin who advised that management was in a meeting. I had requested that someone be called out of the meeting given the circumstances. Hagashree then spoke with me and alleges she called at 13h00 as she had promised and that my phone went directly to voice mail and that she left a detailed and lengthy message. I don't have any record of the call or the voicemail message she allegedly left. She then asked if she could call me back before 18h00 to give me an update. This she did, but the update was just that the matter was still being looked into. These events described all happened after I posted the initial review.
The details leading up to this point I think you should investigate yourselves by listening to all the calls since last week as I really do not have the time or energy to explain myself yet again!!! All I will say is that many calls were made, promises given regarding getting back to me, none of which were upheld, despite endless apologies for the bad service I had experienced.
Half the day has passed, and still no update on the matter, nor a call from anyone senior at the bank to apologise for the poor service received. Digital bank or not, you can never, ever remove the human factor of providing a superior client experience. Something which is clearly missing from your offering.
The details leading up to this point I think you should investigate yourselves by listening to all the calls since last week as I really do not have the time or energy to explain myself yet again!!! All I will say is that many calls were made, promises given regarding getting back to me, none of which were upheld, despite endless apologies for the bad service I had experienced.
Half the day has passed, and still no update on the matter, nor a call from anyone senior at the bank to apologise for the poor service received. Digital bank or not, you can never, ever remove the human factor of providing a superior client experience. Something which is clearly missing from your offering.
PS
Paul S's updateReviewer Update
22 Oct 2019, 17:56I've now received a call to give me an update. Status quo remains, technical team are still trying to resolve the issue. It relates to documents being uploaded on the app but not found, then being emailed, and not found/or actioned and no points being awarded towards my vitality money status. This has been the case for more than 2 weeks already.
PS
Paul S's update22 Oct 2019, 17:56
Reviewer Update
I've now received a call to give me an update. Status quo remains, technical team are still trying to resolve the issue. It relates to documents being uploaded on the app but not found, then being emailed, and not found/or actioned and no points being awarded towards my vitality money status. This has been the case for more than 2 weeks already.
PS
Paul S's updateReviewer Update
25 Oct 2019, 14:35It's been days since I've heard anything from Discovery Bank. So much for their empty apologies. Not even the Client relations manager is able to demonstrate values that in speak to a great client experience.
PS
Paul S's update25 Oct 2019, 14:35
Reviewer Update
It's been days since I've heard anything from Discovery Bank. So much for their empty apologies. Not even the Client relations manager is able to demonstrate values that in speak to a great client experience.
PS
Paul S's updateReviewer Update
25 Oct 2019, 14:37Despite these comments, it doesn't seem like my complaint has been taken seriously. No call or feedback from Discovery Bank.
PS
Paul S's update25 Oct 2019, 14:37
Reviewer Update
Despite these comments, it doesn't seem like my complaint has been taken seriously. No call or feedback from Discovery Bank.