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1 reviews | Active since Sept 2016

13 Oct 2025, 07:03

Discovery Bank - Customer Service

*** I called Discovery on 22.09.2025 requesting that my Credit Card Account be closed. There was enough money in the Credit Card to be able to close the Account. I also requested that it be done before any banking charges be debited. On 02.10.2025, I got a notification of banking charges being debited and when I checked, I saw that the account was still open. I called Discovery again and kept getting transferred to and fro and disconnected. On my 4th attempt I managed to speak to someone who apologised and informed me that a request for the reversal of the banking charges will be done and then the Account will be closed. She said that I could check again in 72 hours. I followed up on 07.10.2025 and 08.10.2025 and 09.10.2025 and kept being promised that it was being actioned, but this was false promises. On 10.10.2025 I received a Settlement Letter, but the bank charges hadn't been reversed and hence, the account remains open, but blocked. When I queried this, I was informed that I shouldn't worry, that the Settlement Letter was automated and was required before the bank charges could be reversed. However, 3 days later, the bank charges are still reflecting as due by me. It is now 22 days later since I requested the Account be closed and it still open. I didn't realise that closing a Credit Card could be rocket science! I am at loss of what else to do, other than just report this entire matter to the Bank Ombudsman.

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Replies (2)
Discovery Bank
Discovery Bank's reply13 Oct 2025, 07:08
Official
Hi there,

Thanks for reaching out to us.

I will be looking into this for you and provide you with feedback as soon as possible.

Kind regards
Nkhensani
's update02 Dec 2025, 09:33
Reviewer Update
The Credit Card was eventually closed on 21 OCTOBER 2025 (30 days to close an account, must be a record!). However, thereafter I saw that there was also a transactional account, that was now being debited with Banking Fees. I contacted Discovery and explained that I did not want an account with Discovery - all I wanted was a way to monetise my Vitality points. I was told that what I had was a suite and hence, they would not be able to close this account. That I would need to open another type of stand alone account that could monetize Vitality points and then they could close the other banking fee accrual accounts. I have just asked Chat GPT what account I would need for this purpose and AI told me that the FREE Discovery Account would be the solution. Not sure why no one at Discovery was able to tell me about this. And in the meantime, I am being charged banking fees for something I am not using. I then went onto the Discovery Website to see how I go about opening this FREE bank account. I followed the guidance, going on to my App. And what do you know, according to my Discovery App, I can't do much because my Credit Card and Home Loan is overdue. Strange as I don't have either with Discovery. I then called Discovery to try and resolve this by talking to someone. It took this someone nearly 10 minutes to answer my call and when she did, she was half asleep. She also told me that it takes 5 days for complaints to be addressed, 11 days for accounts to be closed (we know that it's more like 20+ days so this was amusing) and nothing can be done for me if my account is in the red, ie: I must first pay these banking fees (which have been accumulating because it's easier to just gather Discovery's banking fees than try to deal with them) before anything can be done to assist me and resolve this long over due issue. Is this really how Discovery keeps their clients - by being so totally and utterly useless that clients no longer have the time or energy to try and resolve issues. PLEASE, can this issue be logged as a complaint and someone from Discovery get back to me on how this is going to be resolved and before the end of the year / end of the century.