Discovery bank bad customer service.

I have used Discovery bank since October 2019, in October 2021 I was retrenched and this got me to an unemployed status. In September 2024 I opened my banking app to find I have a negative balance of R12k. I then called to get a payment arrangement or a concession on the negative balance this request was then logged, no call back or communication after that, I called again 23 November requesting the same, no communication, call again the 28 November promised by an agent to call me back with feedback. The 18 December I call again and ask if we can close the account so the monthly fee of R476 stops running and was promised by an agent to call me back before close of business again no call back. Today I called and spoke to Mbali a manager and still this account can't be closed so the fees stop running and a payment arrangement to be made so I can make a monthly payment so settle the R12k.

I am employed again and would like to use Discovery bank as my primary account and still this is not good enough. In our current economy I am being charged R476 monthly fees for an account I am not using how does that make sense. I would understand if I was just not interested and not making contact but I am asking for the fees to stop running so I can settle this amount monthly but still this is not taking into consideration. According to Mbali I need to settle the full R12k in order for the account to be closed. Very disappointed that an institution can expect that when I have made contact for a payment arrangement to settle the amount.