Complaint: Unacceptable Customer Service and Feca Compliance Update

Dear Discovery Bank,

I'm writing to express my extreme frustration and disappointment with the service I've received today regarding my Feca compliance update. Despite multiple calls and emails, I've been met with unprofessionalism and a lack of urgency.

On 06/01/2026, I was advised that updating my FICA compliance would take 24-48 hours after submitting the required documents via email. I submitted the documents as requested same day, and when I followed up today, I was told it had been escalated to the relevant department and I'd receive feedback by the end of business.

At 6:15 PM, after business hours, I called again and spoke to a banker (African name, unable to recall). She confirmed receipt of my documents but put me on hold. While on hold, I overheard a group discussion where staff were laughing and joking about my case, seemingly uninterested in my concerns, and started to record the conversation on my other phone.

As a customer, I expect better service, especially when dealing with important compliance issues. I'm appalled by the lack of empathy and unprofessional behavior. I request:

1. An immediate update on my FICA compliance status 2. An explanation for the unacceptable behavior of your staff 3. Assurance that measures will be taken to prevent similar incidents

I look forward to a resolution.

Sincerely, Emily