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PK
Pieter K

1 reviews | Active since Aug 2021

24 Aug 2021, 16:57

Disputing interest charged with Discovery Bank

Interest was charged on my credit card due to late payment in April2021. I queried this with Discovery in early/mid May2021. Up to now the responses have not been sufficient, and the query is still unresolved. When I asked for a meeting with someone in their product development team (ie, someone who understands the interest calculations), I had to first log a complaint. This was logged on 11 August. It is now almost two weeks since logging the complaint (and 3 months since the original query), and I've not yet had a proper response. I'm disputing the interest charged as, in my view, it does not match their Ts&Cs.

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Replies (14)
PK
Pieter K's update26 Aug 2021, 08:37
Reviewer Update
Still no response from Discovery. Previous attempts to email them led to nothing. You have to call them on their helpline each time, and after months of dealing with their helpdesk I asked to speak to their head of product development, but now I have to deal with their complaints dept. Their responses via email was just to send me an interest recon and their Ts&Cs, but no explanation has to how the interest charged relates to specific clauses in their Ts&Cs.
PK
Pieter K's update27 Aug 2021, 16:28
Reviewer Update
Not a word from Discovery yet. Not an email, sms or call.
Discovery Bank
Discovery Bank's reply27 Aug 2021, 16:35
Official
Hi Pieter

I'm sorry to hear about this. I'll investigate this for you and have someone get back to you as soon as possible.

Regards
AJ
PK
Pieter K's update01 Sept 2021, 08:24
Reviewer Update
Can I ask that you give me feedback today, either in writing or via a call. I want specific reference to your Ts&Cs re the interest charged - preferably a reversal of the additional 2 months of interest, which seems incorrect vs what is stated in your Ts&Cs.
Discovery Bank
Discovery Bank's reply01 Sept 2021, 18:47
Official
Hi Pieter

I'm sorry for the delayed response. Your case is currently under investigation with our Product Team and I'm awaiting their findings which I should get soon.

Regards
AJ
PK
Pieter K's update07 Sept 2021, 13:52
Reviewer Update
Patiently waiting for a response...
PK
Pieter K's update10 Sept 2021, 15:47
Reviewer Update
Discovery Bank - this is taking way too long to resolve. It shouldn't take 4 months to give me a detailed explanation, or reversal of the interest charged. Is this par for the course?
PK
Pieter K's update15 Sept 2021, 10:33
Reviewer Update
It is now over a month since logging the complaint. How long should one wait for it to be resolved? What is causing the delay in resolving it. Can someone (not from your call centre) at least give me a call to discuss? I'm not phoning the call centre again, as they are not the experts in this field. Please give me someone knowledgeable to speak to.
Discovery Bank
Discovery Bank's reply16 Sept 2021, 13:26
Official
Hi Pieter

My apologies for the delayed response. We've all been working together to try and resolve your case.

Someone will be in contact with you by end of business today.

Regards
AJ
PK
Pieter K's update22 Sept 2021, 10:16
Reviewer Update
Still waiting for the CSV recon of the 2nd interest amount charged.
Discovery Bank
Discovery Bank's reply22 Sept 2021, 10:28
Official
Hi Pieter

I'll enquire about this for you.

Regards
AJ
PK
Pieter K's update29 Sept 2021, 11:13
Reviewer Update
AJ - what is the hold-up?
PK
Pieter K's update05 Oct 2021, 14:24
Reviewer Update
Still waiting for the second CSV recon file
PK
Pieter K's update03 Nov 2021, 18:08
Reviewer Update
Still waiting for the second CSV recon file - I didn't really understand why you're unable to send me a CSV file for the second recon. I've been waiting more than a month for the second file. Unacceptable in this day and age.