Bad Service and Financial Services

An EFT payment was made by a Discovery Card customer to a closed ABSA account. The discovery customer services team was made aware of this error at the time. <br> We understand that the Financial Institution from where the payment was made need to investigate. Discovery has to request a trace with for ABSA to investigate. <br> <br> We have been communicating this with the Discovery Customer Services team since the 27th May and in particular, Ulric De Klerk. Ulric had communicated this to the VIP service management team who informed that this can only be traced in the first 60 days of the transaction and there is nothing discovery can do to assist now. <br> <br> We informed Ulric this was communicated with the customer services team at the time the transaction was erroneously made last year.<br> <br> We have requested to speak to the VIP manager & Ulric's manager to no avail.<br> <br> Ombudsman has indicated that we follow procedure and request a complaint reference no which did today. We are frustrated that we cannot resolve this with Discovery directly without having to go through Ombudsman.<br>