Exceptional Service from Zenkita at Discovery Bank

It’s not every day that I’m genuinely blown away by customer service, but today was one of those rare moments—and it deserves to be acknowledged.

I was trying to complete documents for a Home Loan via the Discovery Bank app, and due to a technical fault, the process was frustratingly difficult—especially since it didn’t work on desktop and had to be done on a phone. Time is of the essence with home loan applications, and after repeated attempts, I was understandably frustrated.

That’s when I was assisted by Zenkita.

During our first call, I expressed my frustration and asked to be transferred to a bond consultant, which she said she couldn’t do. At the time, this added to my frustration. However, what happened next truly set her apart.

Some time later, Zenkita called me back—not to continue the process, but to reflect on our earlier conversation. She acknowledged that the call wasn’t inspiring and personally apologised for how it had gone. She offered to walk me through the app and scheduled a follow-up call later in the day—what I believe was after her normal working hours.

She explained that she wanted to help because the earlier interaction hadn’t sat right with her. That level of accountability, humility, and pride in one’s work is incredibly rare.

During our follow-up call, she patiently walked me through the process until I was able to move forward. She even asked if there was anything else she could assist with.

Zenkita, you exemplify what customer service should be—proactive, thoughtful, and accountable. Your actions didn’t go unnoticed. I sincerely hope your management team reads this and recognises the incredible asset they have in you. Well done and thank you!