JC
Jacob C
1 reviews | Active since Mar 2025
17 Apr 2025, 08:43
Discovery Refuses to Pay Back Owed Funds
We rented a vehicle using our Discovery credit card, and despite clear instructions from the rental agency, they refuse to refund the security deposit. To clarify, the vehicle was returned without any issues, and there is no justification for retaining the deposit. Discovery Bank has held these funds for nearly a month, with no resolution in sight. We have followed up multiple times via phone and email, yet we receive only automated responses and empty assurances that the funds will be returned. These consistently prove to be false as the funds are not returned. If you are a Discovery Bank client considering a rental vehicle we sincerely hope you are not treated the same way.
Helpful (0)
Replies (8)0
Replies (8)
Discovery Bank's replyOfficial
17 Apr 2025, 08:50Hi Jacob,
I sincerely apologize for the experience you had with us.
I will investigate this further and get back to you with feedback as soon as possible.
Kind regards,
Onthatile
I sincerely apologize for the experience you had with us.
I will investigate this further and get back to you with feedback as soon as possible.
Kind regards,
Onthatile
Discovery Bank's reply17 Apr 2025, 08:50
Official
Hi Jacob,
I sincerely apologize for the experience you had with us.
I will investigate this further and get back to you with feedback as soon as possible.
Kind regards,
Onthatile
I sincerely apologize for the experience you had with us.
I will investigate this further and get back to you with feedback as soon as possible.
Kind regards,
Onthatile
JC
Jacob C's updateReviewer Update
17 Apr 2025, 15:43Hi Onthatile
Thank you for your reply. Unfortunately your response rings hollow as we have heard this before and the matter remains unresolved.
Thank you for your reply. Unfortunately your response rings hollow as we have heard this before and the matter remains unresolved.
JC
Jacob C's update17 Apr 2025, 15:43
Reviewer Update
Hi Onthatile
Thank you for your reply. Unfortunately your response rings hollow as we have heard this before and the matter remains unresolved.
Thank you for your reply. Unfortunately your response rings hollow as we have heard this before and the matter remains unresolved.
Discovery Bank's replyOfficial
17 Apr 2025, 17:04Hi Jacob,
I duly note your frustrations, I will do my best to solve this matter for you and provide you with feedback soonest.
Kind regards,
Onthatile
I duly note your frustrations, I will do my best to solve this matter for you and provide you with feedback soonest.
Kind regards,
Onthatile
Discovery Bank's reply17 Apr 2025, 17:04
Official
Hi Jacob,
I duly note your frustrations, I will do my best to solve this matter for you and provide you with feedback soonest.
Kind regards,
Onthatile
I duly note your frustrations, I will do my best to solve this matter for you and provide you with feedback soonest.
Kind regards,
Onthatile
Discovery Bank's replyOfficial
22 Apr 2025, 16:06Hi Jacob,
Thank you for your patience whilst I was investigating this for you.
In order for us to proceed with the release of the funds, we require an authorization letter from the car rental company confirming both the release of the funds and the exact amount to be returned to your account. This applies only if the funds are still pending and have not yet been banked into the merchant’s (car rental company’s) account.
Please note that if the funds have already been banked into the car rental company’s account, we will only be able to assist with a transaction dispute. Unfortunately, we will not be able to refund the security deposit under those circumstances.
Additionally, kindly confirm the email address used to communicate with Discovery Bank. Alternatively, you may forward the email correspondence to us at *** for further investigation.
Kind regards,
Onthatile
Thank you for your patience whilst I was investigating this for you.
In order for us to proceed with the release of the funds, we require an authorization letter from the car rental company confirming both the release of the funds and the exact amount to be returned to your account. This applies only if the funds are still pending and have not yet been banked into the merchant’s (car rental company’s) account.
Please note that if the funds have already been banked into the car rental company’s account, we will only be able to assist with a transaction dispute. Unfortunately, we will not be able to refund the security deposit under those circumstances.
Additionally, kindly confirm the email address used to communicate with Discovery Bank. Alternatively, you may forward the email correspondence to us at *** for further investigation.
Kind regards,
Onthatile
Discovery Bank's reply22 Apr 2025, 16:06
Official
Hi Jacob,
Thank you for your patience whilst I was investigating this for you.
In order for us to proceed with the release of the funds, we require an authorization letter from the car rental company confirming both the release of the funds and the exact amount to be returned to your account. This applies only if the funds are still pending and have not yet been banked into the merchant’s (car rental company’s) account.
Please note that if the funds have already been banked into the car rental company’s account, we will only be able to assist with a transaction dispute. Unfortunately, we will not be able to refund the security deposit under those circumstances.
Additionally, kindly confirm the email address used to communicate with Discovery Bank. Alternatively, you may forward the email correspondence to us at *** for further investigation.
Kind regards,
Onthatile
Thank you for your patience whilst I was investigating this for you.
In order for us to proceed with the release of the funds, we require an authorization letter from the car rental company confirming both the release of the funds and the exact amount to be returned to your account. This applies only if the funds are still pending and have not yet been banked into the merchant’s (car rental company’s) account.
Please note that if the funds have already been banked into the car rental company’s account, we will only be able to assist with a transaction dispute. Unfortunately, we will not be able to refund the security deposit under those circumstances.
Additionally, kindly confirm the email address used to communicate with Discovery Bank. Alternatively, you may forward the email correspondence to us at *** for further investigation.
Kind regards,
Onthatile
JC
Jacob C's updateReviewer Update
22 Apr 2025, 17:25Hi Onthatile
The letter was sent by the car rental agency at the end of March and again by us on the 2nd of April. I forwarded the letters again on the 17th. It's extremely concerning that you do not know this if you are attending to the query. The funds have still not been returned. Why does Discovery take so long to repay our money? We have never had this issue with any other bank when booking a rental car.
The letter was sent by the car rental agency at the end of March and again by us on the 2nd of April. I forwarded the letters again on the 17th. It's extremely concerning that you do not know this if you are attending to the query. The funds have still not been returned. Why does Discovery take so long to repay our money? We have never had this issue with any other bank when booking a rental car.
JC
Jacob C's update22 Apr 2025, 17:25
Reviewer Update
Hi Onthatile
The letter was sent by the car rental agency at the end of March and again by us on the 2nd of April. I forwarded the letters again on the 17th. It's extremely concerning that you do not know this if you are attending to the query. The funds have still not been returned. Why does Discovery take so long to repay our money? We have never had this issue with any other bank when booking a rental car.
The letter was sent by the car rental agency at the end of March and again by us on the 2nd of April. I forwarded the letters again on the 17th. It's extremely concerning that you do not know this if you are attending to the query. The funds have still not been returned. Why does Discovery take so long to repay our money? We have never had this issue with any other bank when booking a rental car.
Discovery Bank's replyOfficial
23 Apr 2025, 12:34Hi Jacob,
Please note that the query was logged under your partner’s account, which is why there was no correspondence reflected on your profile. As a result, I required additional information to proceed with my investigation.
Kindly refer to the email sent by our Complaints Team, which confirms that the payment was released on Thursday, 17 April 2025, and this communication was sent to the secondary cardholder.
For future correspondence, please ensure that the relevant case reference number is provided so we can assist you efficiently.
Rest assured, we treat every case with the utmost seriousness and are committed to assisting you to the best of our ability.
Should you have any further queries, feel free to contact us on ***.
Kind Regards,
Onthatile
Please note that the query was logged under your partner’s account, which is why there was no correspondence reflected on your profile. As a result, I required additional information to proceed with my investigation.
Kindly refer to the email sent by our Complaints Team, which confirms that the payment was released on Thursday, 17 April 2025, and this communication was sent to the secondary cardholder.
For future correspondence, please ensure that the relevant case reference number is provided so we can assist you efficiently.
Rest assured, we treat every case with the utmost seriousness and are committed to assisting you to the best of our ability.
Should you have any further queries, feel free to contact us on ***.
Kind Regards,
Onthatile
Discovery Bank's reply23 Apr 2025, 12:34
Official
Hi Jacob,
Please note that the query was logged under your partner’s account, which is why there was no correspondence reflected on your profile. As a result, I required additional information to proceed with my investigation.
Kindly refer to the email sent by our Complaints Team, which confirms that the payment was released on Thursday, 17 April 2025, and this communication was sent to the secondary cardholder.
For future correspondence, please ensure that the relevant case reference number is provided so we can assist you efficiently.
Rest assured, we treat every case with the utmost seriousness and are committed to assisting you to the best of our ability.
Should you have any further queries, feel free to contact us on ***.
Kind Regards,
Onthatile
Please note that the query was logged under your partner’s account, which is why there was no correspondence reflected on your profile. As a result, I required additional information to proceed with my investigation.
Kindly refer to the email sent by our Complaints Team, which confirms that the payment was released on Thursday, 17 April 2025, and this communication was sent to the secondary cardholder.
For future correspondence, please ensure that the relevant case reference number is provided so we can assist you efficiently.
Rest assured, we treat every case with the utmost seriousness and are committed to assisting you to the best of our ability.
Should you have any further queries, feel free to contact us on ***.
Kind Regards,
Onthatile
JC
Jacob C's updateReviewer Update
23 Apr 2025, 15:05 Hi Onthatile,
As mentioned in our response to your email, the funds are not visible on the app or our statements. In fact, none of the claims made in your latest email are reflected on the app or statements, which means we have no way to verify them. If the funds have indeed been returned, could you please provide proof of this, as it is not showing up on our end.
As mentioned in our response to your email, the funds are not visible on the app or our statements. In fact, none of the claims made in your latest email are reflected on the app or statements, which means we have no way to verify them. If the funds have indeed been returned, could you please provide proof of this, as it is not showing up on our end.
JC
Jacob C's update23 Apr 2025, 15:05
Reviewer Update
Hi Onthatile,
As mentioned in our response to your email, the funds are not visible on the app or our statements. In fact, none of the claims made in your latest email are reflected on the app or statements, which means we have no way to verify them. If the funds have indeed been returned, could you please provide proof of this, as it is not showing up on our end.
As mentioned in our response to your email, the funds are not visible on the app or our statements. In fact, none of the claims made in your latest email are reflected on the app or statements, which means we have no way to verify them. If the funds have indeed been returned, could you please provide proof of this, as it is not showing up on our end.
Discovery Bank's replyOfficial
29 Apr 2025, 11:07Hi Jacob,
As advised by the complaints team, you need to refer to transaction notifications of the advised dates to confirm your increased available balances and also confirm the refund.
Kind Regards,
Onthatile
As advised by the complaints team, you need to refer to transaction notifications of the advised dates to confirm your increased available balances and also confirm the refund.
Kind Regards,
Onthatile
Discovery Bank's reply29 Apr 2025, 11:07
Official
Hi Jacob,
As advised by the complaints team, you need to refer to transaction notifications of the advised dates to confirm your increased available balances and also confirm the refund.
Kind Regards,
Onthatile
As advised by the complaints team, you need to refer to transaction notifications of the advised dates to confirm your increased available balances and also confirm the refund.
Kind Regards,
Onthatile