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Minenhle M

1 reviews | Active since Sept 2025

10 Sept 2025, 09:24

Extra charges on prorated fees on Credit cards

Subject: Urgent Complaint Regarding My Discovery Bank Credit Card

Dear Peter,

I am writing to formally lodge a complaint regarding the handling of my Discovery Bank credit card account. I have made at least four calls to your consultants regarding the settlement and closure of my card, and unfortunately, I have not received the necessary assistance.

On one occasion, I requested that the card be settled or cancelled. I was issued a settlement letter indicating that I must pay R210. I explained that I could only make this payment once my salary was available. However, every time I request for the account to be closed, I am told that a new settlement letter will be sent within 48 hours. Despite this, I never receive the letter, and I am forced to call back repeatedly, after which the same 48-hour promise is made. No consultant has ever followed up with me proactively to confirm whether I received the letter or to ensure the matter is resolved.

I was also informed by multiple consultants that I would not be charged prorated fees during this process. To my surprise, the outstanding amount has now escalated to more than double the original settlement amount of R210. This is both unfair and inconsistent with the information I was given.

This ongoing back-and-forth has caused unnecessary frustration and inconvenience, and it is unacceptable that I have to continuously follow up without any resolution.

I kindly request that:

1. My account is settled and closed immediately.

2. The original settlement amount of R210 be honoured as previously communicated.

3. Any additional fees or charges app**** during this period be reversed.

4. Discovery Bank provide a written confirmation of the account closure.

I trust that you will treat this matter with urgency and provide me with a clear resolution.

0
Replies (3)
Discovery Bank
Discovery Bank's reply10 Sept 2025, 09:43
Official
Hi Minehle,

Thank you for reaching out to us.

I am looking into your query, and I will revert with feedback.


Regards
Tsholofelo
MM
Minenhle M's update10 Sept 2025, 11:49
Reviewer Update
Thank you for your response. While I acknowledge that a complaint has been logged, I must express my disappointment with how my case has been handled up to this point. Despite informing your consultants about my situation and inability to settle on the agreed date, no effort was made to assist me or offer alternatives.

I expect the Executive Relationship Manager to contact me urgently and provide a clear, fair resolution, including whether a new settlement arrangement can be made. This matter has dragged on long enough, and I would like it finalized without any further delays.
MM
Minenhle M's update11 Sept 2025, 12:33
Reviewer Update
Dear Discovery Bank,

I am writing for what I hope is the final time regarding the closure of my credit card account. Despite numerous calls and repeated promises that I would receive the settlement letter within 48 hours, nothing has been sent to me. No manager has called me back, and no updates have been provided. I am the one who keeps making follow-ups always. I don't have the card with me nor the app..and the consultant I spoke too by the name of Claudia said I used R55 on the card. Am so confused cause I got rid of the card immediately after talking to the first consultant.

I wish to bring to your attention that on three separate occasions, your consultants informed me that there was sufficient credit on my card to either close the account or settle the outstanding balance. I was specifically asked whether the remaining amount should be reimbursed to me or used to settle the account, and I clearly confirmed that it should be app**** towards the settlement. However, despite this confirmation, no settlement has been processed on my account, and the matter remains unresolved.

This ongoing lack of communication and delay is unacceptable. I am demanding that the settlement letter and outstanding balance be sent to me immediately so that I can finalize payment and close this account without further delay.

Furthermore, this ongoing situation is extremely frustrating for me. I am the one constantly following up instead of receiving proper assistance from your consultants. Each time I call, I am told that a manager or someone from the finance department will contact me, yet no one has ever called. Instead, I am left repeatedly making the calls myself. Your call records will confirm that I have been the one continuously reaching out, while no one has taken the initiative to follow up with me as promised. YOU ARE BEING REALLY UNFAIR