Disapointed: Customers are NOT given clear information or kept appropriately informed before, during and after they sign on the dotted line(TCFO3.

As a new customer, I am very disapointed with Discovery Bank. I feel that this financial institution does not uphold the FSCA TCF principles as I am not confident that I am dealing with financial institutions in which the fair treatment of customers is central to their culture (TCFO1).

I have called multiple times since I joined two months ago to query an additional card fee for an additional card I didn't request and have not been using. Each time I am told a different story about why I am being charged the additional card fee and what I need to do to to get the charge removed. When I signed up and they sent me the cards, they confirmed that I would not have to pay any additional fees outside of the monthly cost for the account.

I have asked for the matter to be escalted multiple times since September and for the voice recordings of my calls to the bank but I have yet to get any feedback despite being told I would hear back in 5 business days each time.

Today I again called to query another fee on my account and the consultant could not direct me to any communication which explained/disclosed the fee I was being charged.

It seems that once you sign up with this bank there are a lot of hidden fees that pop up and if you call to complain nothing will be done. This unclear communication, charging of undisclosed fees and lack of feedback is not at all what I was expecting when I made the move two months ago. I received much better communication and service at my previous bank.