Discovery Bank - Two months and problem caused by them still not resolved

Discovery Bank phoned me last year and said Discovery is going to transfer my old Discovery Credit card to Discovery Bank. All I had to do was download the new Discovery Bank App. When my new card arrives all I have to do is activate it on the new APP and the old one will be automatically cancelled. However, Discovery did not send a new secondary card for my wife and when my new card was activated, her card was cancelled! When I contacted Discovery Bank (I think it was on 19 Dec 2019) to find out where’s my wife’s new card, they said I must apply for the secondary card on the App. (WHY? She had one, Discovery was supposed to transfer that with mine!) Then I tried and there was no option to do that. Phoned again… Discovery then said, no my wife has to apply on the App. • She tried but the System responded that the cell phone number is already on use on another account. • HELLO!! Of course it is already in use! By my wife on our Discovery Medical, Vitality and Credit card!!! So I phoned again. Abcde on the HelpDesk escalated the problem. Nothing happened, so I phoned again… This time Abcde said it was an IT problem and it has (again) been escalated to a manager (Fghijk) to resolve the problem. She/they will call me back. Nothing happened so I called again….. and again…. Last time I spoke to a Lmnop: • She said Abcde was on another call but eventually came back and said Abcde was “surprised that it hasn’t been resolved” or that Discovery hasn’t called us. • I asked to be transferred this Fghijk to whom this problem was escalated or to another manger or somebody even higher up to try and get this resolved. Discovery’s staff are clearly *********** and the poor call centre staff are stuck in the middle. Meanwhile I as the customer is being stone walled and can’t get in touch with Customer Service management to try and get this problem and lack of customer service visible to try to get something done about it! • Lmnop said she can’t – My wife should try again. She will call my wife as well. • My wife tried again: Same problem: Cell number used on another account.

IT IS NOW TWO MONTHS LATER AND THIS PROBLEM CAUSED BY DISCOVERY HAS STILL NOT BEEN RESOLVED!!!!!!!!!!