Discovery Bank – More Than a Year of Follow-Ups and Still No Resolution

I am at a complete loss as to how a matter can remain unresolved for more than a year despite countless calls, follow-ups, and promises of escalation.

Since mid-2025, I have been trying to resolve an issue relating to my Discovery Bank account, which continues to reflect a negative balance despite the account not being used. Over this period, I have repeatedly contacted Discovery Bank, spent hours on calls and follow-ups, and have consistently been told that the matter has been “escalated.”

Unfortunately, escalation appears to be where the process ends.

More than a year later, I still do not have a clear explanation as to why the account balance continues to fluctuate between being in arrears and not in arrears, nor why the negative balance appears to keep growing despite no activity on the account.

What is most disappointing is not only the lack of resolution, but the complete lack of ownership. As the customer, I am expected to continuously follow up, retell the story, wait on hold, and chase updates that never arrive. No one contacts me proactively, no meaningful feedback is provided, and the issue simply remains unresolved.

I have multiple products with Discovery, including banking, insurance, life cover, and Vitality. Given the extent of my relationship with the group, I would have expected a far higher standard of service and accountability.

The issue itself may or may not be complex. What is unacceptable is that after more than a year, I am still waiting for answers.

I am requesting that Discovery Bank urgently investigate this matter, provide a detailed explanation of the balance on the account, correct any errors if applicable, and finally bring this matter to a close.

After more than a year of being told that the matter has been escalated, I believe it is reasonable to expect an actual resolution rather than another promise of one.