DISCOVERY BANK

I am lodging this complaint publicly as all other reasonable escalation avenues have failed.

I have a formal dispute with Discovery Bank which is currently under review by the National Financial Ombud Scheme (NFO) under case reference ***. The Ombudsman has confirmed in writing that the matter was referred back to Discovery Bank for resolution at a specialised level within a 21-working-day window.

Despite this:

I continued to receive collections calls and automated payment demands

I repeatedly advised Discovery Bank in writing that the account is under Ombudsman review

I was repeatedly told that the collections activity was “automated”

No substantive response to the dispute itself was provided

On 26 January, while the Ombudsman process was still active and unresolved, Discovery Bank listed adverse information against my name with the credit bureaus.

This listing has caused direct financial prejudice, as I am currently in the process of applying for an extension on my home loan, which has now been negatively affected.

I wish to be clear:

This account has been formally disputed throughout

Discovery Bank was aware of the Ombudsman reference

The Ombudsman’s resolution window had not yet expired

I explicitly requested that collections and credit bureau actions be suspended

Discovery proceeded regardless

Being told that harmful conduct is “automated” does not absolve a bank of responsibility — especially where an active Ombudsman dispute exists.

I am requesting:

Immediate removal of all adverse credit bureau listings

Written confirmation that the account is flagged as “in dispute” with all bureaus

Written confirmation that no further adverse action will be taken while the Ombudsman process is ongoing

A formal explanation as to why credit listing was allowed to proceed under these circumstances

This complaint has been escalated to the National Financial Ombud Scheme for urgent attention.

I am sharing this publicly due to the seriousness of the conduct and the lack of effective internal resolution.