Discovery Bank - Poor service or COVID-19 constrained

I shared my poor experience with Discovery Bank and would like to give further info.

To summarise - During the migration of my original Discovery Credit card to Discovery Bank, some hiccup occurred and I never managed to get the card enabled. Despite trying desperately to get it sorted, I never got it enabled.

I never got to speak to an agent despite spending up to 2 hrs at a time trying to get through. I did cancel the card on the Discovery site and thought it was all sorted. It wasn’t.

After 2 months of additional charges, I decided to give up a day to sort it. Being a Bank that is not tangible and has no physical branches, this can be a serious challenge.

I left a message, in which they say they will get back to you in the evening. I’m still waiting, a week and a bit later.

Eventually I sat on the phone for 2 plus hours. I eventually got hold of a consultant, who was very professional and pleasant. She took down my details and promised to have everything sorted. To her credit, she did sort it.

My unpleasant experience may be due to capped service due to Covid-19. But, for me, Entities that do not have a physical presence are not something I would entertain going forward.