Discovery not a digital bank - failure to identify non digital scenarios

Failure to close account; charging of service fees, reversal of slow payer record on credit bureau and incorrect migration of profiles and secondary cards from FNB account to Discovery Bank Reference number *** 1. Request to close account not actioned timeously 2. New account charges for service fees levied for account incorrectly app**** as account should have been closed. 3. three calls to discovery bank to try and resolve issues with migration; account number to obtain in order to make payment 4. Slow payment breach lodged against my credit bureau record 5. Unable to activate new migrated product due to payment breach hour and half on the phone to resolve 6. Profiles not correctly migrated secondary card holders Myra Boshoff and Lilyan Pretorius not visible 7. Plastic delivered for Duncan Pretorius but unable to download ap and create profile as error message indicates profile exists (which is mine) Plastic delivered to Vanessa Boshoff with Myra Boshoff embossed details also not able to download app and activate 8. Lilyan Pretoriud to date has not received a plastic 9. No plastic delivered to Vanessa Boshoff for new account. 10. Account has been settled in order to close. 11. Last call was weeks ago to request account to be closed - reference number *** 12. still waiting for Bank to contact me to close 13. Account is open and charges levied 14. I have in the meantime paused the cards 15. All of these items are a breach with regards to treating customers fairly; 16 poor customer service and 17. now levying a monthly service fee for account charges. 18. Another call waiting excessive amounts of time for feedback of waiting again for the bank to phone me - wasting my time which I am not prepared to do. 19. I will be reporting this to the ombudsman 20. I require the accounts to be closed with immediate effect. 21. The service fees reversed.. 22. The Head of the Bank and the Head of the migration project to be notified: A. of the poor service and B. the failure of the digital bank to have scoped the correct scenarios to ensure the customer journey not be as described above. I have a secondary card linked to my husbands account and therefore had an exisitng account. C. the effects of the lack of access to funds impacting my Elderly mom during COVID 19 to pay for Medical expenses - not in the same location during lockdown with restricted access E. The effects of lack of access to funds impact my son and daughter during the COVID 19 to pay for student living expenses - not in the same location during lockdown remotely based as students, also requiring medical and other normal expenses F. the migration timing too close to a month end resulting in insufficient time to resolve possible what if scenarios for exceptions. 23. The details can be retrieved on the calls made.