Discovery Bank won't refund excessive fee for transaction in error; move away from them!

Hi Discovery Bank

I made a payment from my Vitality savings account by accident instead of first transferring to my transaction account and I got charged a R15 fee!!

That’s usurious and I’d like a refund please. The reason is two fold:

1) it was done by accident and 2) I was not made aware of the fact that such an exorbitant fee would be charged if one did such a payment by mistake.

Please reverse fee; I moved to Discovery Bank precisely to avoid paying such sky high and ********* fees and don’t want to have to move to another provider if this can’t be resolved.

I have Discovery medical aid for my entire family too and have been a lifelong member and trust that you will honour this request.

The response I got from your team on Twitter was so dismissive and non chalant (that I can't be helped as it would be unfair to other clients is a cop out.

The better path would be to give all clients a one time Grace for mistakes like this; therefore not falling foul of TCF legislation and ensuring customer retention and satisfaction. Don't make it sound like your hands are tied. You choose not to refund the fee simply because Discovery is rent seeking and wants to fatten an already bulging bottom line. A negative review in the public ironically could put off more potential new clients than save you a mere R15 which you could've refunded but simply choose not to. Poor customer service. Imagine if you had accidentally made a typo on a payment of a material amount and your bank just said "the ts and cs mean that if you make an error we can't help to reverse it...you'd be irate and possibly move." Try wearing your customer hat once in a while instead of your vested shareholder maximisation one. There are an increasing number if banking competitors out there. Tyme bank/ Bank zero is looking more compelling each day...

Alexandre Rodrigues