Gold Transact Account application

I am writing to formally express my disappointment with the level of service I have received from Discovery Bank.

Two weeks ago, I app**** for a Gold Pay-As-You-Transact account. The agent who assisted me online assured me that I would receive an SMS within 15 minutes, after which I would be able to log into the app. However, two days passed without any communication or update. I proactively inquired about the delay, and I was informed that my application was at the verification stage, with a promise of feedback within 48 hours. Unfortunately, I did not receive any further updates. Subsequently, I contacted your support team again and spoke to another agent who provided a different explanation. A complaint was logged, and I received an email stating that my issue would be looked into. It has now been two full weeks with no feedback or resolution. I later spoke with a team leader who indicated she needed to verify if the process was complete and promised to call me back on 20/08/2026, but I did not receive any follow-up. Today, I called again and requested to speak with a manager. I was told that my application is still under verification, but when I asked why it has been delayed for two weeks, the response was uncertain and non-committal. This experience has been highly disappointing and raises concerns about the level of service I am receiving as a valued customer. I kindly request a clear explanation of the current status of my application and the steps being taken to resolve this matter promptly.

I look forward to your prompt response.