Application Flaws, contradictory actions vs advertising

Good day,

I wish to formally raise a concern regarding what I believe to be a fundamental flaw in the Discovery Bank Suite Account application process.

Over the weekend, I app**** for a Discovery Black Suite Account. Following the affordability assessment, I was offered a credit card facility of R23,000. I do not dispute this figure, as I understand it is based on my declared commitments.

However, as a 50-year-old individual with an established banking profile, I currently enjoy facilities at my existing bank that include a R90,000 credit card limit and a R35,000 overdraft facility on my transactional account. These facilities form part of a single, consolidated banking suite.

Upon contacting Discovery Bank this morning, I requested assistance to reflect that the application was intended to replace my existing banking suite and that the current facilities would be closed should my Discovery application be successful. I was informed that no such consideration could be made and that I would first need to operate the account for a minimum of three months before any review or adjustment could be considered.

This position is, frankly, illogical. It would require me to maintain and pay fees on two full banking suites concurrently — approximately R650 at my current bank and R605 with Discovery Bank — purely to enable Discovery Bank to “observe” account behaviour. This approach places an unreasonable financial burden on the client and discourages the migration of established customers.

More concerning is the absence, within your application process, of any enquiry as to whether the applicant is intending to replace an existing banking relationship, along with the facilities currently enjoyed. A simple mechanism allowing applicants to declare that existing facilities will be closed upon successful onboarding would enable a far more accurate and realistic assessment, without forcing clients to compromise their current standard of living.

Based on this experience, I was left questioning whether Discovery Bank’s positioning as a dynamic and innovative institution is aligned with its actual onboarding processes. The rigidity and lack of contextual consideration encountered stands in stark contrast to that positioning.

As a result, I have requested the cancellation of my application, as I am not prepared to accept what I regard as an illogical and unacceptable operating model.

I would appreciate being contacted urgently to discuss this matter further.

Thank you for your attention.