RM
Rudolph M
1 reviews | Active since Jun 2022
16 Jun 2022, 03:38
BY FAR THE WORSE SERVICE EXPERIENCE EVER IN MY LIFE
This is by far the worst service I have ever received from any financial institution! FOUR PHONE CALLS (total time just over 1 hour!) phoning from abroad (which is costing ME an exorbitant amount of money!) left me STILL without the simple document that I have requested. I've spoken to 4 different bankers and a manager at the call centre and have been ASSURED more than once that I will receive the correct documents BY THE END OF BUSINESS DAY. Well, maybe Discovery operates in a universe where days are longer than 24 hours... I find it unacceptable that a bank such as Discovery Bank has NO EMAIL ADDRESS where clients can contact them!!! And even MORE UNACCEPTABLE is the fact that staff make promises and commitments to clients that they don't intend to keep. I am still waiting for the correct documents that I have requested 2 weeks ago. After receiving the wrong document more than a week ago, I have begged, pleaded, shouted and yet, still no result...
Helpful (0)
Replies (15)0
Replies (15)
Discovery Bank's replyOfficial
17 Jun 2022, 14:15Good day Rudolph
Hope you are doing well and keeping safe.
My apologies for the frustration caused by the delay in your letter.
I'm having a look into it and will advise shortly.
Kind regards
Nicolene
Hope you are doing well and keeping safe.
My apologies for the frustration caused by the delay in your letter.
I'm having a look into it and will advise shortly.
Kind regards
Nicolene
Discovery Bank's reply17 Jun 2022, 14:15
Official
Good day Rudolph
Hope you are doing well and keeping safe.
My apologies for the frustration caused by the delay in your letter.
I'm having a look into it and will advise shortly.
Kind regards
Nicolene
Hope you are doing well and keeping safe.
My apologies for the frustration caused by the delay in your letter.
I'm having a look into it and will advise shortly.
Kind regards
Nicolene
RM
Rudolph M's updateReviewer Update
20 Jun 2022, 17:07Hi Nicolene
It's been three days since you've promised to advise me on the status of my request and almost a week since a manager promised me that I will have the document that I need "by end of business day".
Any idea when I will be able to get a response?
It's been three days since you've promised to advise me on the status of my request and almost a week since a manager promised me that I will have the document that I need "by end of business day".
Any idea when I will be able to get a response?
RM
Rudolph M's update20 Jun 2022, 17:07
Reviewer Update
Hi Nicolene
It's been three days since you've promised to advise me on the status of my request and almost a week since a manager promised me that I will have the document that I need "by end of business day".
Any idea when I will be able to get a response?
It's been three days since you've promised to advise me on the status of my request and almost a week since a manager promised me that I will have the document that I need "by end of business day".
Any idea when I will be able to get a response?
Discovery Bank's replyOfficial
22 Jun 2022, 11:20Good day Rudolph
An agent will be in contact shorty.
Kind regards
Nicolene
An agent will be in contact shorty.
Kind regards
Nicolene
Discovery Bank's reply22 Jun 2022, 11:20
Official
Good day Rudolph
An agent will be in contact shorty.
Kind regards
Nicolene
An agent will be in contact shorty.
Kind regards
Nicolene
RM
Rudolph M's updateReviewer Update
22 Jun 2022, 11:57I expect the document to be sent to me TODAY within the hour, along with a written apology and an explanatio for the delay and how Discovery Bank plan to reimburse me for the enormous costs I incurred trying to phone the call centre 7 times from abroad. Not a phone call from an agent.
RM
Rudolph M's update22 Jun 2022, 11:57
Reviewer Update
I expect the document to be sent to me TODAY within the hour, along with a written apology and an explanatio for the delay and how Discovery Bank plan to reimburse me for the enormous costs I incurred trying to phone the call centre 7 times from abroad. Not a phone call from an agent.
Discovery Bank's replyOfficial
22 Jun 2022, 17:16Hi Rudolph
The agent advised she tried contact you three times but the line wasn't answered.
Kind regards
Nicolene
The agent advised she tried contact you three times but the line wasn't answered.
Kind regards
Nicolene
Discovery Bank's reply22 Jun 2022, 17:16
Official
Hi Rudolph
The agent advised she tried contact you three times but the line wasn't answered.
Kind regards
Nicolene
The agent advised she tried contact you three times but the line wasn't answered.
Kind regards
Nicolene
RM
Rudolph M's updateReviewer Update
23 Jun 2022, 04:22Hi Nicolene. As I have mentioned several times to several consultants, I am currently traveling abroad and is unable to take phone calls all the time.
Strange that when I phoned the call centre yesterday (call amounting to 54minutes!!!!!!), trying to speak to the manager who was going to help me, NOT ONE OF THE MANAGERS was able to assist, nor willing to let me contact them by email.
And then, when I demanded the document (MT 103 Swift Document to indicate that Discovery Bank has in fact returned international funds to the bank of origin on 13 MAY) be sent yesterday, my request was ignored AGAIN!
I then tried to phone back AGAIN after 14h00 and after trying to speak to Sherrell again, she was still not able to assist and the operator appeared to have just put the phone down in my ear.
Why is is so difficult to just email me the damn document that I have requested?
Strange that when I phoned the call centre yesterday (call amounting to 54minutes!!!!!!), trying to speak to the manager who was going to help me, NOT ONE OF THE MANAGERS was able to assist, nor willing to let me contact them by email.
And then, when I demanded the document (MT 103 Swift Document to indicate that Discovery Bank has in fact returned international funds to the bank of origin on 13 MAY) be sent yesterday, my request was ignored AGAIN!
I then tried to phone back AGAIN after 14h00 and after trying to speak to Sherrell again, she was still not able to assist and the operator appeared to have just put the phone down in my ear.
Why is is so difficult to just email me the damn document that I have requested?
RM
Rudolph M's update23 Jun 2022, 04:22
Reviewer Update
Hi Nicolene. As I have mentioned several times to several consultants, I am currently traveling abroad and is unable to take phone calls all the time.
Strange that when I phoned the call centre yesterday (call amounting to 54minutes!!!!!!), trying to speak to the manager who was going to help me, NOT ONE OF THE MANAGERS was able to assist, nor willing to let me contact them by email.
And then, when I demanded the document (MT 103 Swift Document to indicate that Discovery Bank has in fact returned international funds to the bank of origin on 13 MAY) be sent yesterday, my request was ignored AGAIN!
I then tried to phone back AGAIN after 14h00 and after trying to speak to Sherrell again, she was still not able to assist and the operator appeared to have just put the phone down in my ear.
Why is is so difficult to just email me the damn document that I have requested?
Strange that when I phoned the call centre yesterday (call amounting to 54minutes!!!!!!), trying to speak to the manager who was going to help me, NOT ONE OF THE MANAGERS was able to assist, nor willing to let me contact them by email.
And then, when I demanded the document (MT 103 Swift Document to indicate that Discovery Bank has in fact returned international funds to the bank of origin on 13 MAY) be sent yesterday, my request was ignored AGAIN!
I then tried to phone back AGAIN after 14h00 and after trying to speak to Sherrell again, she was still not able to assist and the operator appeared to have just put the phone down in my ear.
Why is is so difficult to just email me the damn document that I have requested?
Discovery Bank's replyOfficial
23 Jun 2022, 13:39Hi Rudolph
I'm so sorry for your terrible experience and I have taken up the case with management due to the bad service.
Charelle has informed me that she has emailed you, I would just like to confirm you have received it.
Kind regards
Nicolene
I'm so sorry for your terrible experience and I have taken up the case with management due to the bad service.
Charelle has informed me that she has emailed you, I would just like to confirm you have received it.
Kind regards
Nicolene
Discovery Bank's reply23 Jun 2022, 13:39
Official
Hi Rudolph
I'm so sorry for your terrible experience and I have taken up the case with management due to the bad service.
Charelle has informed me that she has emailed you, I would just like to confirm you have received it.
Kind regards
Nicolene
I'm so sorry for your terrible experience and I have taken up the case with management due to the bad service.
Charelle has informed me that she has emailed you, I would just like to confirm you have received it.
Kind regards
Nicolene
RM
Rudolph M's updateReviewer Update
24 Jun 2022, 03:58Hi Nicolene
I have not received any email from Charelle (or anyone else at Discovery Bank for that matter).
I do appreciate your efforts and wish the matter to be resolved by today.
I have not received any email from Charelle (or anyone else at Discovery Bank for that matter).
I do appreciate your efforts and wish the matter to be resolved by today.
RM
Rudolph M's update24 Jun 2022, 03:58
Reviewer Update
Hi Nicolene
I have not received any email from Charelle (or anyone else at Discovery Bank for that matter).
I do appreciate your efforts and wish the matter to be resolved by today.
I have not received any email from Charelle (or anyone else at Discovery Bank for that matter).
I do appreciate your efforts and wish the matter to be resolved by today.
Discovery Bank's replyOfficial
24 Jun 2022, 10:10My apologies for that.
I'll follow up now.
Kind regards
Nicolene
I'll follow up now.
Kind regards
Nicolene
Discovery Bank's reply24 Jun 2022, 10:10
Official
My apologies for that.
I'll follow up now.
Kind regards
Nicolene
I'll follow up now.
Kind regards
Nicolene
RM
Rudolph M's updateReviewer Update
27 Jun 2022, 15:32Nicolene
Another THREE DAYS has passed since you've said that you will follow up, AND STILL NO EMAIL WITH THE REQUESTED DOCUMENT!!!!
Another THREE DAYS has passed since you've said that you will follow up, AND STILL NO EMAIL WITH THE REQUESTED DOCUMENT!!!!
RM
Rudolph M's update27 Jun 2022, 15:32
Reviewer Update
Nicolene
Another THREE DAYS has passed since you've said that you will follow up, AND STILL NO EMAIL WITH THE REQUESTED DOCUMENT!!!!
Another THREE DAYS has passed since you've said that you will follow up, AND STILL NO EMAIL WITH THE REQUESTED DOCUMENT!!!!
Discovery Bank's replyOfficial
27 Jun 2022, 15:48Hi Rudolph
The feedback I received was that HSBC advised that the funds we successfully returned.
The feedback I received was that HSBC advised that the funds we successfully returned.
Discovery Bank's reply27 Jun 2022, 15:48
Official
Hi Rudolph
The feedback I received was that HSBC advised that the funds we successfully returned.
The feedback I received was that HSBC advised that the funds we successfully returned.
RM
Rudolph M's updateReviewer Update
28 Jun 2022, 03:15Great! Then why is it so difficult (we are now on 28 DAYS!!!!!!!!) to get the MT103 Swift Document indicating this transaction (because I am apparently not able to get the MT199 Swift Document that I asked for originally)?????????
RM
Rudolph M's update28 Jun 2022, 03:15
Reviewer Update
Great! Then why is it so difficult (we are now on 28 DAYS!!!!!!!!) to get the MT103 Swift Document indicating this transaction (because I am apparently not able to get the MT199 Swift Document that I asked for originally)?????????
Discovery Bank's replyOfficial
28 Jun 2022, 06:25I'll ask the team for this again.
Discovery Bank's reply28 Jun 2022, 06:25
Official
I'll ask the team for this again.
RM
Rudolph M's updateReviewer Update
28 Jun 2022, 06:57Will I have to wait another 28 days to get the correct document?
RM
Rudolph M's update28 Jun 2022, 06:57
Reviewer Update
Will I have to wait another 28 days to get the correct document?
Discovery Bank's replyOfficial
04 Jul 2022, 09:04The document was emailed last week.
Kind regards
Nicolene
Kind regards
Nicolene
Discovery Bank's reply04 Jul 2022, 09:04
Official
The document was emailed last week.
Kind regards
Nicolene
Kind regards
Nicolene