Credit Score affected though DISCOVERY incompetence!!
So Discovery seems to have downgraded and or ignored my last complaint and review as the problem is still not solved. Instead of solving the situation points are taken from my credit score because I cant get someone to solve Discoveries random date picking for my debit order. Instead im just sent a random email to set up a new debit order mandate with nowhere to select the date to be deducted. DISCOVERY, the new debit order is set up, Ive lost credit rating because of YOUR incompetence and impossible communication channels. MY PROBLEM HOWEVER IS STILL NOT SOLVED!!
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Replies (3)
Discovery Bank's replyOfficial
01 Apr 2026, 12:49Dear Frank R,
Thank you for taking the time to clearly outline your experience. We sincerely apologize for the frustration, inconvenience and distress this matter has caused you.
We acknowledge that your debit order was not processed on the agreed date and that you were asked to reset your mandate without assurance that the issue would not recur. This is not the level of service we aim to provide. We also understand the seriousness of the impact this has had on your credit record and take your concern regarding the six point drop very seriously.
Your feedback regarding communication, escalation handling and the way your complaint was managed has been noted and is being addressed internally. This matter has now been escalated for urgent review to ensure the debit order reflects the correct agreed date and that no further deductions occur outside of this agreement.
We appreciate your patience and the effort you have made to resolve this.
Kind regards
Discovery Team
Thank you for taking the time to clearly outline your experience. We sincerely apologize for the frustration, inconvenience and distress this matter has caused you.
We acknowledge that your debit order was not processed on the agreed date and that you were asked to reset your mandate without assurance that the issue would not recur. This is not the level of service we aim to provide. We also understand the seriousness of the impact this has had on your credit record and take your concern regarding the six point drop very seriously.
Your feedback regarding communication, escalation handling and the way your complaint was managed has been noted and is being addressed internally. This matter has now been escalated for urgent review to ensure the debit order reflects the correct agreed date and that no further deductions occur outside of this agreement.
We appreciate your patience and the effort you have made to resolve this.
Kind regards
Discovery Team
Discovery Bank's reply01 Apr 2026, 12:49
Official
Dear Frank R,
Thank you for taking the time to clearly outline your experience. We sincerely apologize for the frustration, inconvenience and distress this matter has caused you.
We acknowledge that your debit order was not processed on the agreed date and that you were asked to reset your mandate without assurance that the issue would not recur. This is not the level of service we aim to provide. We also understand the seriousness of the impact this has had on your credit record and take your concern regarding the six point drop very seriously.
Your feedback regarding communication, escalation handling and the way your complaint was managed has been noted and is being addressed internally. This matter has now been escalated for urgent review to ensure the debit order reflects the correct agreed date and that no further deductions occur outside of this agreement.
We appreciate your patience and the effort you have made to resolve this.
Kind regards
Discovery Team
Thank you for taking the time to clearly outline your experience. We sincerely apologize for the frustration, inconvenience and distress this matter has caused you.
We acknowledge that your debit order was not processed on the agreed date and that you were asked to reset your mandate without assurance that the issue would not recur. This is not the level of service we aim to provide. We also understand the seriousness of the impact this has had on your credit record and take your concern regarding the six point drop very seriously.
Your feedback regarding communication, escalation handling and the way your complaint was managed has been noted and is being addressed internally. This matter has now been escalated for urgent review to ensure the debit order reflects the correct agreed date and that no further deductions occur outside of this agreement.
We appreciate your patience and the effort you have made to resolve this.
Kind regards
Discovery Team
's updateReviewer Update
01 Apr 2026, 13:55This is the email I receive, like all others when one tries to reply or resolve something - considering this is and existing complaint with no case number given in the mail to me!!! : Hello
This mailbox is for helping with existing complaints and resolving them. Unfortunately we can’t respond to general questions here. If you’d like to talk to us about a complaint you’ve already logged, please call us on ***. For all other general Discovery Bank or Vitality Money questions, call us on ***or send a WhatsApp to +***4 anytime, 24/7. We take your complaint seriouslyIf you send an email to this mailbox, please include in the email subject the call reference number that our contact centre gave you, as we won’t be able to help you without it. We’ll acknowledge your complaint within 48 hours, and will try to resolve it within 20 working days. If you’re unhappy with the outcome of your complaint, you can refer the decision to our Complaint Dispute team at ***. Please note that this team won’t deal with new complaints or general questions. If you aren’t entirely satisfied with the outcome of your complaint, you have the right to lodge a formal complaint to the Financial Advisory and Intermediary Services Act (FAIS) Ombud or the National Financial Ombud within six months, together with supporting documents and the reference number.
The contact details of the regulators are:
Regards
The Discovery Bank Complaints Management team
This mailbox is for helping with existing complaints and resolving them. Unfortunately we can’t respond to general questions here. If you’d like to talk to us about a complaint you’ve already logged, please call us on ***. For all other general Discovery Bank or Vitality Money questions, call us on ***or send a WhatsApp to +***4 anytime, 24/7. We take your complaint seriouslyIf you send an email to this mailbox, please include in the email subject the call reference number that our contact centre gave you, as we won’t be able to help you without it. We’ll acknowledge your complaint within 48 hours, and will try to resolve it within 20 working days. If you’re unhappy with the outcome of your complaint, you can refer the decision to our Complaint Dispute team at ***. Please note that this team won’t deal with new complaints or general questions. If you aren’t entirely satisfied with the outcome of your complaint, you have the right to lodge a formal complaint to the Financial Advisory and Intermediary Services Act (FAIS) Ombud or the National Financial Ombud within six months, together with supporting documents and the reference number.
The contact details of the regulators are:
- National Credit Regulator: ***or ***
- National Consumer Tribunal: *** or ***
- National Financial Ombud Scheme: ***, WhatsApp +***7 or ***
- FAIS Ombud: *** or ***
- Information Regulator: *** or ***
Regards
The Discovery Bank Complaints Management team
's update01 Apr 2026, 13:55
Reviewer Update
This is the email I receive, like all others when one tries to reply or resolve something - considering this is and existing complaint with no case number given in the mail to me!!! : Hello
This mailbox is for helping with existing complaints and resolving them. Unfortunately we can’t respond to general questions here. If you’d like to talk to us about a complaint you’ve already logged, please call us on ***. For all other general Discovery Bank or Vitality Money questions, call us on ***or send a WhatsApp to +***4 anytime, 24/7. We take your complaint seriouslyIf you send an email to this mailbox, please include in the email subject the call reference number that our contact centre gave you, as we won’t be able to help you without it. We’ll acknowledge your complaint within 48 hours, and will try to resolve it within 20 working days. If you’re unhappy with the outcome of your complaint, you can refer the decision to our Complaint Dispute team at ***. Please note that this team won’t deal with new complaints or general questions. If you aren’t entirely satisfied with the outcome of your complaint, you have the right to lodge a formal complaint to the Financial Advisory and Intermediary Services Act (FAIS) Ombud or the National Financial Ombud within six months, together with supporting documents and the reference number.
The contact details of the regulators are:
Regards
The Discovery Bank Complaints Management team
This mailbox is for helping with existing complaints and resolving them. Unfortunately we can’t respond to general questions here. If you’d like to talk to us about a complaint you’ve already logged, please call us on ***. For all other general Discovery Bank or Vitality Money questions, call us on ***or send a WhatsApp to +***4 anytime, 24/7. We take your complaint seriouslyIf you send an email to this mailbox, please include in the email subject the call reference number that our contact centre gave you, as we won’t be able to help you without it. We’ll acknowledge your complaint within 48 hours, and will try to resolve it within 20 working days. If you’re unhappy with the outcome of your complaint, you can refer the decision to our Complaint Dispute team at ***. Please note that this team won’t deal with new complaints or general questions. If you aren’t entirely satisfied with the outcome of your complaint, you have the right to lodge a formal complaint to the Financial Advisory and Intermediary Services Act (FAIS) Ombud or the National Financial Ombud within six months, together with supporting documents and the reference number.
The contact details of the regulators are:
- National Credit Regulator: ***or ***
- National Consumer Tribunal: *** or ***
- National Financial Ombud Scheme: ***, WhatsApp +***7 or ***
- FAIS Ombud: *** or ***
- Information Regulator: *** or ***
Regards
The Discovery Bank Complaints Management team
Discovery Bank's replyOfficial
14 Apr 2026, 09:21Dear Frank R,
Thank you working with our executive relationship manager to have your query resolved. We will do our best to ensure that in the future any issues you may have are treated with care and the due diligence they deserve.
We appreciate your patience and the effort you have made to resolve this.
Kind regards
Discovery Team
Thank you working with our executive relationship manager to have your query resolved. We will do our best to ensure that in the future any issues you may have are treated with care and the due diligence they deserve.
We appreciate your patience and the effort you have made to resolve this.
Kind regards
Discovery Team
Discovery Bank's reply14 Apr 2026, 09:21
Official
Dear Frank R,
Thank you working with our executive relationship manager to have your query resolved. We will do our best to ensure that in the future any issues you may have are treated with care and the due diligence they deserve.
We appreciate your patience and the effort you have made to resolve this.
Kind regards
Discovery Team
Thank you working with our executive relationship manager to have your query resolved. We will do our best to ensure that in the future any issues you may have are treated with care and the due diligence they deserve.
We appreciate your patience and the effort you have made to resolve this.
Kind regards
Discovery Team