1 reviews | Active since Dec 2015
Formal complaint - ***** case mishandled & lack of communication
Formal Complaint – ***** Case Mishandling & Lack of communication
I am writing to formally raise a complaint regarding the extremely poor handling of a suspected ***** case I reported on 27 August 2025.
Upon reporting the incident, I received an SMS advising that I would receive feedback within 24 to 48 hours. Unfortunately, no communication followed. I then called Discovery Bank the following week on Tuesday, and was informed that the person dealing with my case would contact me. This never happened.
During the same call, I requested that the tap functionality on my card be disabled. The consultant assisting me said she could not action this, but that she would call me back at 14:00 during her lunch break. Once again, no call was received, and several days passed without any updates.
On Friday, 5 September, I followed up via chat, only to be told that I should have reported the incident to the police station. This was the first time I was informed of this requirement, which is very concerning, as it was never mentioned during my initial call or in any follow-ups.
To date, I have not been contacted by the person assigned to my case. I was also told that a Team Leader named Bongani would contact me — yet again, no communication was received.
As a loyal Discovery Bank client, I am extremely disappointed by the lack of support, inconsistent information, and absence of follow-through in what is a very serious matter. This experience has left me feeling neglected and concerned about the level of service and security provided.
I would appreciate it if this matter could be escalated urgently. Please confirm:
The current status of the ***** investigation.
Why I was not advised of the need for a police report when I first reported the incident.
Why no follow-up communication has been made as promised.
What steps are being taken to resolve this and ensure it does not happen again.
I look forward to a prompt response and resolution.
Kind regards, Olwethu Mnyamana ***
Thank you for bringing this to our attention, and I sincerely apologize for the poor experience and lack of communication you've encountered.
I understand how frustrating this must be, especially given the seriousness of the matter. I will escalate this to our ***** team for urgent attention and follow up on your request. I’ll ensure you receive feedback as soon as possible and keep you updated.
Kind regards,
Marusha
Thank you for bringing this to our attention, and I sincerely apologize for the poor experience and lack of communication you've encountered.
I understand how frustrating this must be, especially given the seriousness of the matter. I will escalate this to our ***** team for urgent attention and follow up on your request. I’ll ensure you receive feedback as soon as possible and keep you updated.
Kind regards,
Marusha