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Brandon H

1 reviews | Active since Mar 2009

08 Sept 2023, 10:09

Discovery Bank not refunding lost transaction

Reference number: ***8 refers.

I made two transfers of the same amount of R1000 to my Shyft account on the 25th of July 2023 whilst in the U.K.

Both were marked as immediate payment.

First transfer was made at around 10h00. Did not reflect by the end of the day.

Second transfer was made at around 18h00. Reflected within 5 minutes of the transaction taking place.

To date, the first transaction has not reflected in my Shyft account, nor has it been refunded back into my Discovery Bank account.

I have filled up since the end of July upon my return to South Africa right up until yesterday.

Discovery has not bothered to make contact, follow up or refund the outstanding amount of R1000.

I was advised by your consultant yesterday the 9th of August 2023 that the original person dealing with my issue had resigned from Discover Bank.

This is not my problem or any of my concern.

How can it take Discovery over two months to rectify my issue and track down where my money has gone to?

0
Replies (7)
Discovery Bank
Discovery Bank's reply08 Sept 2023, 14:39
Official
Hi Brandon 

Please pardon my delayed response, I see that our letters team has been asked to send you a proof of payment to show that these funds have left your account as per your EFT instruction and that with the proof of payment you need to submit it to Standard Bank for them to allocate your funds. 

I am closely following up on your case and will provide you with feedback as soon as I have it. 

Regards, 
Palehelo 
BH
Brandon H's update09 Sept 2023, 18:31
Reviewer Update
Good day Palehelo.

Clearly you have not been briefed on the situation entirely.

There is email correspondence between Shyft/Standard Bank already which indicates that the first of the two EFT's has not reached them.

They have directed me back to Discovery.

The lack of urgency with Discovery and clearing up this situation plus recovering my funds is pathetic to say the least.

I expect the money back in my account by COB Monday the 11th of September.

Regards.

Brandon.
BH
Brandon H's update12 Sept 2023, 10:30
Reviewer Update
To date: 12 09 23

No follow up again from Discovery.

So much for "taking complaints seriously".

I am out of pocket and beyond disgusted with Discovery.

I changed my banking portfolio over together with other product portfolios to enjoy the benefits of discounts and various other rewards.

The juice is simply not worth the squeeze.

I'm considering changing back to my previous bank.
Discovery Bank
Discovery Bank's reply13 Sept 2023, 17:01
Official
Hi Brandon 

Please pardon my delayed response. 

I see your case is escalated again with my payments operations and complaints team, I have reached to to both teams to assist with providing feedback as soon as possible. 

Regards, 
Palehelo 

BH
Brandon H's update13 Sept 2023, 17:40
Reviewer Update
Good day.

Does your phone work?

Do you receive emails?

Perhaps you should advise your operations team to utilize the above mentioned tools and make direct contact with the customer - ie: Me.

I am now going to start canceling all my policies with Discovery - life insurance etc etc.

As soon as the outstanding funds are returned to my Account, I will transfer everything to my Capitec account.

I will also arrange for a credit card with Capitec as well.

Further to this, I will also start discussions with my employer to seek medical aid coverage with an alternative company.

This is pathetic to say the least.


BH
Brandon H's update19 Sept 2023, 00:47
Reviewer Update
Another new week.

Another lack of response, urgency or follow up from Doscovery.

Requests for contact back are met with silence.

Emails sent at almost midnight with hardly any substance or promise of support.

Not to mention responding to my emails from two weeks ago - not even the most recent.

I want the reference number for the first call placed on the 31st of August 2023. This is being added to the formal complaint I am lodging with the Oumbudsman.

I'm tired of the lack of response or interest from Discovery.

Furthermore, I will be opening discussions with my HR team to also move my entire portfolio away from Doscovery.
Discovery Bank
Discovery Bank's reply21 Sept 2023, 14:38
Official
 Hi Brandon 

Please pardon my delayed response. 

Please see the response sent to you by the complaints team.

Regards, 
Palehelo