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Monica R

1 reviews | Active since Mar 2024

05 Aug 2025, 07:05

Extremely Disappointed with Discovery Bank Disputes Team

I am very disappointed with the level of customer service from the Discovery Bank Disputes team. In June, I lodged several disputes related to Aliexpress transactions — all of which were assigned to one person. Since then, I have made countless phone calls to customer service and submitted multiple follow-up requests, yet the assigned individual has not responded once.

This complete lack of communication and accountability makes me feel that opening disputes through Discovery Bank is an absolute waste of time. It’s now been two months, and the 90-day dispute period is fast approaching — with no progress or even acknowledgment.

Due to this unacceptable handling of my case, I will be escalating the matter to the Ombudsman. As a customer, I expected better service and transparency from Discovery Bank.

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Replies (4)
Discovery Bank
Discovery Bank's reply05 Aug 2025, 07:19
Official
Hi Monica,

I sincerely apologize for the experience you've had with us.

Please note that card disputes can take up to 90 working days to be resolved. Have you submitted the requested information or documents to the Card Dispute Team?

I will investigate further and provide you with feedback as soon as possible.

Kind regards,
Onthatile
MR
Monica R's update05 Aug 2025, 07:28
Reviewer Update
Hi Onthatile,
I’m well aware that disputes typically take up to 90 days to resolve, and we are now at the 60-day mark. However, I have received absolutely no communication from the person handling my case — not even an email, a dispute form, or a simple acknowledgement.
When I say ZERO communication, I mean exactly that.
At this point, I feel completely ignored. I intend to escalate this to the Ombudsman as soon as the 90-day period lapses, as I have no confidence in the internal process.
Regards,
Discovery Bank
Discovery Bank's reply05 Aug 2025, 07:57
Official
Hi Monica,

I duly note and understand the frustration this situation may have caused, and I sincerely apologize for the inconvenience.

I have escalated the matter to the Card Dispute Team and requested feedback and an update on the progress of your case.

I will keep you informed as soon as I receive any developments.

Kind regards,
Onthatile
Discovery Bank
Discovery Bank's reply15 Aug 2025, 10:19
Official
Hi Monica,

Thank you for your patience and understanding.

Please note that your card dispute case has progressed. The Card Dispute Team is currently awaiting a response regarding the dispute. They will continue to communicate with you via your registered email address.

Kindly let us know if you require any further assistance so we can support you accordingly.

Kind regards,
Onthatile