Extremely Disappointed by Poor Service and Lack of Follow-Through if I could give zero stars, I would have

I was in the process of switching my bond and moving both my and my husband’s bank accounts over to Discovery. Unfortunately, after numerous calls and frustrating back-and-forths, I ultimately decided to cancel everything. Despite being assured of the benefits — especially the incentive of avoiding fees by switching our home loan before the end of June — no one made any real effort to assist us in finalizing the process.

While the consultants we interacted with were friendly and polite, their assistance added no real value. Basic issues we raised — like the inaccurate affordability assessment where our bond and medical aid payments were duplicated — were never properly addressed. We repeatedly explained that my husband and I share expenses, but this was clearly overlooked.

I made another call last week and provided a full explanation of our experience. I was told the matter would be escalated “up the chain.” Instead, our accounts were simply closed, as requested. That, in itself, was incredibly telling — it seems Discovery has more than enough clients and didn’t feel the need to make any effort to gain our trust or win us over as customers.

Frankly, I’m disgusted by the lack of care and follow-through. This was a major decision for our household, and Discovery’s poor service made it very clear we were not valued. Hugely disappointing experience.