Extremely Disappointed with Discovery Bank's Customer Service

I’ve had nothing but trouble with Discovery Bank over the last three weeks. On November 23rd, I made a purchase on Takealot for R500, using 4,500 of my Discovery Miles. However, the order was canceled the same day, yet Discovery still took my miles. Since then, I’ve been trying to resolve the issue, but it’s been nothing but a nightmare.

I’ve been calling Discovery since November 25th, speaking to multiple consultants who simply provide me with reference numbers and vague promises that they’ll get back to me within 1 or 2 days. Yet, despite my consistent follow-ups, no one has contacted me. Every time I call, I’m told the same thing. When I questioned one consultant about their repeated failure to follow up, she told me it was “my issue” and that I should just keep calling them every week for updates. I found that response to be incredibly unprofessional.

This entire experience has been frustrating, unproductive, and disheartening. I even provided them with proof of the canceled order, yet still, no action has been taken. It’s now December 11th, nearly three weeks since I raised the issue, and I’ve received zero meaningful updates. Every time I’m told someone will call me back, they don’t. The last consultant even told me "I'm going on my lunch break now , but I promise I will phone you back before 11 but if I haven't phoned you, then you just need to phone me back" Results were the same they went on lunch and never phoned me back.

It’s clear to me that Discovery Bank does not value its customers or provide effective customer support. I’m beyond disappointed and will seriously reconsider my relationship with this bank going forward.