Discovery Platinum Card Statements

Very short background: I have been a Discovery Client for more than 25 years. I have their Medical Aid, Life Assurance, Vitality Membership. Miles and a Platinum Credit Card. I have been on the top tier (Diamond) of their Vitality status for more than a decade.

In other words, I know their products. I have been part of their rise to the top of the food chain. Not only have I been a loyal client, I have been a happy client. Their service and products were exceptional.

But because I know them so well, I am also witness to their fall. Their service levels have reached dismal levels. Email turnaround time of 24 hours became 72 hours. Then you get an irrelevant answer on which you reply, repeat the question in even simpler terms to which they respond with another 72 hours turnaround time. This cycle gets repeated over and over. Sometimes for weeks.

My current fight with them is to get a credit card statement on time. For more than 25 years I received my statement without fail on the 6th. Then I balance and close my books. Suddenly a few months ago my statements, did not arrive on time and only after several phone calls and dozens of emails, my statements started to arrive on the 22nd. After a while I just accepted this and adapted. This month however we start all over.

Now apparently after several emails and an angry phone call to their infamous Platinum card division they moved the date to the 28th. If they continue along this trend, I will soon get my statement after the due date. All of this without any correspondence from their side. I also picked up that they have changed my debit order date. Surely this can't be legal?

I fear if this is how they plan to run their new bank, they are in for a rude awakening. South African customers are far more bank savvy and they have lots of banks with good reputations to choose from.

Discovery, if you care to respond, all I want is my credit card statement on time every month like all other banks do. Pick you date, but please stick to it or at least have the common decency to inform your clients when things change or break. I have heard so many excuses from your staff that I don't know what to believe any more.