AM
Akhona M
1 reviews | Active since May 2025
28 May 2025, 12:25
Discovery Bank App Failure
I am extremely disappointed with Discovery Bank. Their app is currently down, and I urgently need to access funds from my savings account to pay for car repairs at the dealership.
I contacted the call centre and was told there's “nothing they can do,” which is unacceptable considering this is causing financial damage. I have sent a formal complaint via email, but no one has responded yet.
My car is stuck at the dealership, and I’m at risk of incurring further charges due to the delay in payment. I need this resolved immediately or I will have no choice but to lodge a formal complaint with the Banking Ombudsman and FSCA.
Discovery, please assist urgently — I am being financially prejudiced by your system failure.
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Akhona M's updateReviewer Update
28 May 2025, 12:42Thank you for your response.
Unfortunately, your message does not resolve my current urgent issue — my vehicle is still at the dealership, and I am unable to make payment due to the app failure, which is affecting my ability to collect it today. Your generic response, while noted, does not address the actual harm being caused by my inability to access funds that are rightfully mine.
Given that there is no EFT and no alternative solution offered, I am now formally requesting one of the following should the App not work by 15h00 today.
- A manual EFT transfer of the required amount from my savings account to the dealership.
2. A cash withdrawal solution arranged at a branch or via an FNB ATM (since Discovery cards work via FNB).
If no resolution or concrete alternative is provided by the end of the day, I will have no option but to escalate the matter as this now constitutes a denial of access to funds during a financial emergency.
Please escalate this to a senior operations or complaints executive and treat this as high priority.
Please escalate this to a senior operations or complaints executive and treat this as high priority.
AM
Akhona M's update28 May 2025, 12:42
Reviewer Update
Thank you for your response.
Unfortunately, your message does not resolve my current urgent issue — my vehicle is still at the dealership, and I am unable to make payment due to the app failure, which is affecting my ability to collect it today. Your generic response, while noted, does not address the actual harm being caused by my inability to access funds that are rightfully mine.
Given that there is no EFT and no alternative solution offered, I am now formally requesting one of the following should the App not work by 15h00 today.
- A manual EFT transfer of the required amount from my savings account to the dealership.
2. A cash withdrawal solution arranged at a branch or via an FNB ATM (since Discovery cards work via FNB).
If no resolution or concrete alternative is provided by the end of the day, I will have no option but to escalate the matter as this now constitutes a denial of access to funds during a financial emergency.
Please escalate this to a senior operations or complaints executive and treat this as high priority.
Please escalate this to a senior operations or complaints executive and treat this as high priority.
AM
Akhona M's updateReviewer Update
28 May 2025, 15:07Thank you for confirming that the banking app is now active.
While I appreciate that the technical issue has been resolved, I would like to express my concern regarding how this matter was handled. It is unacceptable and unprofessional for a financial institution to state that "nothing can be done" during a critical system outage especially in cases where clients urgently need to access their own funds.
Going forward, I urge Discovery Bank to:
Implement effective contingency measures for emergency access to funds during digital outages.
Ensure that frontline staff are empowered to escalate urgent cases and offer temporary solutions — even if manual.
Communicate clearly and proactively with clients during service failures, including regular updates and expected resolution timelines.
Today’s experience was highly stressful and disappointing. It caused real-life disruptions, and I am certain it negatively impacted your brand’s trust and possibly led to the loss of valued clients.
I hope this was a lesson internally, and that Discovery will treat such matters with the seriousness they deserve in future. Reliable access to banking services is a fundamental expectation not a luxury.
AM
Akhona M's update28 May 2025, 15:07
Reviewer Update
Thank you for confirming that the banking app is now active.
While I appreciate that the technical issue has been resolved, I would like to express my concern regarding how this matter was handled. It is unacceptable and unprofessional for a financial institution to state that "nothing can be done" during a critical system outage especially in cases where clients urgently need to access their own funds.
Going forward, I urge Discovery Bank to:
Implement effective contingency measures for emergency access to funds during digital outages.
Ensure that frontline staff are empowered to escalate urgent cases and offer temporary solutions — even if manual.
Communicate clearly and proactively with clients during service failures, including regular updates and expected resolution timelines.
Today’s experience was highly stressful and disappointing. It caused real-life disruptions, and I am certain it negatively impacted your brand’s trust and possibly led to the loss of valued clients.
I hope this was a lesson internally, and that Discovery will treat such matters with the seriousness they deserve in future. Reliable access to banking services is a fundamental expectation not a luxury.