Discovery Bank manual assessment failing due to total lack of thoroughness

I am writing this out of absolute frustration with Discovery Bank’s manual assessment process for a credit card application.

My application has been stuck in manual assessment, and upon calling to follow up, I was informed that the case officer is rejecting it due to an "identity document mismatch."

The issue is a simple case of a front-line agent failing to look at the submitted documents collectively. I recently received my new South African ID document and used it for the application. However, my existing bank statements from my previous bank still reflect my passport number. Because I anticipated this, I explicitly submitted BOTH my passport and my new ID document with the application so the assessor could easily cross-reference and verify my identity continuity.

Instead of being thorough, observant, or doing basic due diligence, the case officer simply flagged a mismatch and halted the process.

It is incredibly disappointing that a bank that prides itself on advanced tech and premium service falls over on basic human manual verification. I need an escalation manager to actually open my file, look at the two matching verification documents I already provided, link them, and process this application.