Bad communication and lack of service

Phoned in with a query after something strange happened on my account when I activated my iPhone benefit, more than 4 months ago and unfortunately the perception I have is that if you're not a purple client with Discovery Bank judging by the Hello Peter reviews there's no real service or customer care...

Was promised 3 times that they'll get back to me, have 2 reference numbers (unfortunately didn't write down the first), 3 names of each of the consultants I spoke to and still waiting for a call back as to what is going on with my account.

The rating system is also flawed. Each consultant is SUPER keen to say "I assure you we'll get back to you" and "Please rate how your query was resolved after the call" which you end up giving a good rating because, well, the person was friendly and professional and each time confirmed "they'll get back to me" right? - WRONG!

Discovery products are GREAT, that much I can say and when they work I love it, but the customer service from the BANKING perspective if there's a query is terrible!! Had a call today with Discovery Insure and that service was absolutely AMAZING - would've thought the Banking side would be similar but after so many calls, such confusion and no feedback, each time after "then engineering team will look into it", we eventually ended up here.