IK
Inge K
1 reviews | Active since Sept 2011
21 Aug 2026, 18:52
Cancellation of Credit Card
On 20 August I called Discovery Bank to cancel my credit card, which I was advised to do either via the Discovery app or the website. Although there was a nil balance reflected, there were still bank fees of R56.07 displayed. I queried this with the agent who asked to put me on hold whilst she queried this aspect with a colleague. In the meantime I had done the necessary on the banking site to close the account. I then noticed that the banking fees were no longer reflecting. When chatting to the agent again, I brought this to her attention whereupon she informed me that the amount would have been waived as it was less than R100, which is normally the bank's policy. She further asked me whether I had received a closure letter and when I informed her that I had not, was told that I should call again the following day if I had still not received it and request it. Today, a day later, I received an SMS requesting me to make payment of the outstanding balance, this being contrary to what the agent had told me. It is a small amount to pay, but it is the principle of the matter in that I was given incorrect information. I must also add that the agent had to keep me on hold twice for several minutes to consult with a colleague so that she could answer my questions. Please give this frustrating matter your attention. Account no. *** refers.
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Replies (2)
Discovery Bank's replyOfficial
21 Aug 2026, 19:05Hi Inge,
We're sorry to hear about this experience and understand your frustration, especially after receiving information that appears to contradict the SMS you later received. Thank you for bringing this to our attention. We'll look into the matter, including the account closure and fee query, to better understand what happened.
Kind regards,
The Discovery Bank team
We're sorry to hear about this experience and understand your frustration, especially after receiving information that appears to contradict the SMS you later received. Thank you for bringing this to our attention. We'll look into the matter, including the account closure and fee query, to better understand what happened.
Kind regards,
The Discovery Bank team
Discovery Bank's reply21 Aug 2026, 19:05
Official
Hi Inge,
We're sorry to hear about this experience and understand your frustration, especially after receiving information that appears to contradict the SMS you later received. Thank you for bringing this to our attention. We'll look into the matter, including the account closure and fee query, to better understand what happened.
Kind regards,
The Discovery Bank team
We're sorry to hear about this experience and understand your frustration, especially after receiving information that appears to contradict the SMS you later received. Thank you for bringing this to our attention. We'll look into the matter, including the account closure and fee query, to better understand what happened.
Kind regards,
The Discovery Bank team
IK
TO THE DISCOVERY BANK EXECUTIVE ESCALATIONS TEAM
Inge K's updateReviewer Update
23 Aug 2026, 09:43Good day,
Please see transcript of email below sent to Complaints and Escalations. This email resulted after I had received yet another SMS yesterday requesting me to make payment of the outstanding amount by today, 23 August, and having been further frustrated by dealing with a consultant who could not give me an answer to my query. Reference ***3. I have since, by Googling, established that the fee in question is a trailing interest or pro-rated fee from the backend ledger. Since I have now been even further frustrated that no consultant was able to give me this reply and as I wish to have no further frustrating dealings with *********** staff, I opted to pay the outstanding fee this morning. However, because of Discovery Bank staff's failure to resolve my problem satisfactorily, Discovery Bank should, as a token of goodwill, reimburse me the said amount. Because of the problems experienced, I now regret every having signed up for a Discovery Card. I now request that a Closure Letter be provided to me without any further delay.
Transcript of email:
Please see transcript of email below sent to Complaints and Escalations. This email resulted after I had received yet another SMS yesterday requesting me to make payment of the outstanding amount by today, 23 August, and having been further frustrated by dealing with a consultant who could not give me an answer to my query. Reference ***3. I have since, by Googling, established that the fee in question is a trailing interest or pro-rated fee from the backend ledger. Since I have now been even further frustrated that no consultant was able to give me this reply and as I wish to have no further frustrating dealings with *********** staff, I opted to pay the outstanding fee this morning. However, because of Discovery Bank staff's failure to resolve my problem satisfactorily, Discovery Bank should, as a token of goodwill, reimburse me the said amount. Because of the problems experienced, I now regret every having signed up for a Discovery Card. I now request that a Closure Letter be provided to me without any further delay.
Transcript of email:
TO THE DISCOVERY BANK EXECUTIVE ESCALATIONS TEAM
I am writing to formally lodge an urgent dispute regarding the closure of my credit card account (Account no. ***). I require immediate executive intervention to resolve a critical conflict between your automated collection system and the explicit directives given to me by your support staff.
The timeline of my account closure is as follows:
· 13 August: Statement issued.
· 18 August: Full statement settlement amount paid.
· 20 August: Formal account closure initiated via the Discovery Bank website.
· 18 August: Full statement settlement amount paid.
· 20 August: Formal account closure initiated via the Discovery Bank website.
Upon requesting closure, a residual balance of R56.07 - which had briefly reflected on the portal - completely disappeared, and my online banking profile updated to reflect a clear nil balance. I telephonically confirmed this with your consultant, who stated that this amount was officially waived as it was under R100, indicating that this was the bank’s policy. The consultant further commented that I should have received a Closure Letter and when I stated that I had not, she urged me to again contact the support staff if had not received the letter by the following day. Reference ***2.
Despite this assurance and my account reflecting a zero balance, your automated system is still pursuing this amount. I received an automated SMS reminder on 21 August as well as 22 August demanding payment of the R56.07 by 23 August. After receiving the SMS today, I once again contacted your support staff. The consultant advised me that there was no record of these SMS’s having been sent from the system and that I should ignore any future SMS’s. The consultant further advised me to be on the lookout for any emails demanding payment. Reference ***3.
It is entirely unacceptable that front-line staff are giving assurances of fee waivers while backend automated collection runs continue to threaten arrears. Because a lock has been placed on my account, I cannot view this balance or pay it normally through the app, yet your automated system is actively penalising me.
I require the Executive Office to immediately complete the following actions:
1. Manually intercept the backend ledger and reverse/write off the outstanding R56.07 balance as originally promised by your consultant.
2. Ensure that this internal system mismatch is not reported as missed payment, arrears, or default to any credit bureau.
3. Issue an official, written Paid-Up and Account Closure Confirmation Letter to my email address within 48 hours to formally conclude this contract.
2. Ensure that this internal system mismatch is not reported as missed payment, arrears, or default to any credit bureau.
3. Issue an official, written Paid-Up and Account Closure Confirmation Letter to my email address within 48 hours to formally conclude this contract.
I expect a swift response confirming that this administrative error has been rectified.
IK
Inge K's update23 Aug 2026, 09:43
Reviewer Update
Good day,
Please see transcript of email below sent to Complaints and Escalations. This email resulted after I had received yet another SMS yesterday requesting me to make payment of the outstanding amount by today, 23 August, and having been further frustrated by dealing with a consultant who could not give me an answer to my query. Reference ***3. I have since, by Googling, established that the fee in question is a trailing interest or pro-rated fee from the backend ledger. Since I have now been even further frustrated that no consultant was able to give me this reply and as I wish to have no further frustrating dealings with *********** staff, I opted to pay the outstanding fee this morning. However, because of Discovery Bank staff's failure to resolve my problem satisfactorily, Discovery Bank should, as a token of goodwill, reimburse me the said amount. Because of the problems experienced, I now regret every having signed up for a Discovery Card. I now request that a Closure Letter be provided to me without any further delay.
Transcript of email:
Please see transcript of email below sent to Complaints and Escalations. This email resulted after I had received yet another SMS yesterday requesting me to make payment of the outstanding amount by today, 23 August, and having been further frustrated by dealing with a consultant who could not give me an answer to my query. Reference ***3. I have since, by Googling, established that the fee in question is a trailing interest or pro-rated fee from the backend ledger. Since I have now been even further frustrated that no consultant was able to give me this reply and as I wish to have no further frustrating dealings with *********** staff, I opted to pay the outstanding fee this morning. However, because of Discovery Bank staff's failure to resolve my problem satisfactorily, Discovery Bank should, as a token of goodwill, reimburse me the said amount. Because of the problems experienced, I now regret every having signed up for a Discovery Card. I now request that a Closure Letter be provided to me without any further delay.
Transcript of email:
TO THE DISCOVERY BANK EXECUTIVE ESCALATIONS TEAM
I am writing to formally lodge an urgent dispute regarding the closure of my credit card account (Account no. ***). I require immediate executive intervention to resolve a critical conflict between your automated collection system and the explicit directives given to me by your support staff.
The timeline of my account closure is as follows:
· 13 August: Statement issued.
· 18 August: Full statement settlement amount paid.
· 20 August: Formal account closure initiated via the Discovery Bank website.
· 18 August: Full statement settlement amount paid.
· 20 August: Formal account closure initiated via the Discovery Bank website.
Upon requesting closure, a residual balance of R56.07 - which had briefly reflected on the portal - completely disappeared, and my online banking profile updated to reflect a clear nil balance. I telephonically confirmed this with your consultant, who stated that this amount was officially waived as it was under R100, indicating that this was the bank’s policy. The consultant further commented that I should have received a Closure Letter and when I stated that I had not, she urged me to again contact the support staff if had not received the letter by the following day. Reference ***2.
Despite this assurance and my account reflecting a zero balance, your automated system is still pursuing this amount. I received an automated SMS reminder on 21 August as well as 22 August demanding payment of the R56.07 by 23 August. After receiving the SMS today, I once again contacted your support staff. The consultant advised me that there was no record of these SMS’s having been sent from the system and that I should ignore any future SMS’s. The consultant further advised me to be on the lookout for any emails demanding payment. Reference ***3.
It is entirely unacceptable that front-line staff are giving assurances of fee waivers while backend automated collection runs continue to threaten arrears. Because a lock has been placed on my account, I cannot view this balance or pay it normally through the app, yet your automated system is actively penalising me.
I require the Executive Office to immediately complete the following actions:
1. Manually intercept the backend ledger and reverse/write off the outstanding R56.07 balance as originally promised by your consultant.
2. Ensure that this internal system mismatch is not reported as missed payment, arrears, or default to any credit bureau.
3. Issue an official, written Paid-Up and Account Closure Confirmation Letter to my email address within 48 hours to formally conclude this contract.
2. Ensure that this internal system mismatch is not reported as missed payment, arrears, or default to any credit bureau.
3. Issue an official, written Paid-Up and Account Closure Confirmation Letter to my email address within 48 hours to formally conclude this contract.
I expect a swift response confirming that this administrative error has been rectified.