Daylight *******

To anyone who cares, please assist.

Just spent 57mins talking to people who kept on putting me on hold and eventually the agent (Andy) told me that I owe over R5k for accrued charges for an account that I requested to be closed in 2023.

1. I stopped using that transactional account in 2023 after a few months of realizing that it is not working for me, I called to cancel it (apparently there is no record of that and I’m being labelled as a **** – KUDOS Discovery Agents).

2. as a company, you see an account sitting and not transacting just accumulating interest, there should be a department that would sms or call after a month or 2 of no activity. So clearly someone didn't do their job... what happens if you are dealing with a deceased? They will just let interest pile up? Doesn't this mean Discovery will also be reporting on incorrect figures?

3. Their collections department doesn't have a record or me owing or them handing me over to MBD.

4. Andy told me I need to pay all the interest for an account that I was not using and refused to close that account.

5. He said I'm lying he is the first person I ever interacted with from Discovery because your system records all interactions for all products, he would know if I ever spoke to anyone

6. He called his manager to the line (Anisha, who refused to give me her surname and said she is protecting her self- first time I hear of this) She told me that she can request apportionment of the R5k. I asked her if she would let an account sit and be in arrears when not using it. She said No. I asked again so why I would do that? she wouldn't answer me. Anyone with a brain between the two ers would know better than to do that, now I’m been penalized for your “superior systems”? is that fair as per Code of Conduct and FAIS regulations?

7. I'm super disappointed in the way they both handled this and for Anisha(without a surname), as a manager not knowing the complaints department email address was also questionable especially after she refused to give me her surname.

8. She logged a formal complaint for me and gave me a ref number ***7, apparently, I can't even follow up until they contact me, and that is going to take 21 working days. How ridiculous is this

Your reference number for the call on 13 Feb at 14:20 is ***4.

Pathetic from a company that always talks about innovation and being customer centric