PB
Paul B
1 reviews | Active since Feb 2022
01 Feb 2022, 17:31
Grossly *********** or willingly ********, do not bank with Discovery
This is my first ever public review of any company. I want to be clear, I never app**** to become a Discovery Banking customer but was forced into dealing with this company as I had a discovery credit card underwritten by FNB. I have been a long standing Discovery Health, Discovery Life customer and have a Discovery Credit Card. I have been trying since November 2021 to close this credit card account. Discovery Bank is either incredibly *********** or willingly ******** in closing my account. Today I have just wasted another 48 minutes of my life achieving absolutely nothing through the Discovery Call centre. Apparently I now have a third request to close the account and also a dispute logged with Discovery Bank. The previous two requests I received and paid settlements for and also send proof of payment. Today, I asked for confirmation via email of my dispute, agent said they are not authorised to provide this. I asked to speak a manager I was told managers are not available. I have made a video/audio recording as proof of my discussion. Although I can turn to social media I am hoping this might be an alternative as I am at my wits end. In 20 days I can log a request with the ombudsman as I followed all processes and are now fed up with this company. If Discovery Bank cannot even resolve a small issue like closing an account, I do not trust them with any further matters related to my finances. Additionally this has left a really bad perception for me about the group and I will be extremely cautious to consider any additional products from Discovery.
Helpful (0)
Replies (10)0
Replies (10)
Discovery Bank's replyOfficial
01 Feb 2022, 18:14Hi Paul
Thanks for bringing this to our attention.
I will investigate your account closure and will provide you with feedback shortly.
Regards
Girshwin
Thanks for bringing this to our attention.
I will investigate your account closure and will provide you with feedback shortly.
Regards
Girshwin
Discovery Bank's reply01 Feb 2022, 18:14
Official
Hi Paul
Thanks for bringing this to our attention.
I will investigate your account closure and will provide you with feedback shortly.
Regards
Girshwin
Thanks for bringing this to our attention.
I will investigate your account closure and will provide you with feedback shortly.
Regards
Girshwin
PB
Paul B's updateReviewer Update
02 Feb 2022, 19:05Another day has gone past.
I requested settlement 29 November and paid the account. Discovery failed to close the account.
In Jan I had to follow up again previous case was closed. Opened a new case, got settlement letter paid the outstanding amount within 3 ours of settlement letter. Email proof of payment, got notification that email was received. Followed up, no further communication from Discovery.
1 Feb found out account is still open. In the mean time Discovery is charging account fees. I have still not received written confirmation of my dispute apparently logged.
Logged this complaint, Girshwin said this is "being investigated" no response in more than 24 hours.
I requested settlement 29 November and paid the account. Discovery failed to close the account.
In Jan I had to follow up again previous case was closed. Opened a new case, got settlement letter paid the outstanding amount within 3 ours of settlement letter. Email proof of payment, got notification that email was received. Followed up, no further communication from Discovery.
1 Feb found out account is still open. In the mean time Discovery is charging account fees. I have still not received written confirmation of my dispute apparently logged.
Logged this complaint, Girshwin said this is "being investigated" no response in more than 24 hours.
PB
Paul B's update02 Feb 2022, 19:05
Reviewer Update
Another day has gone past.
I requested settlement 29 November and paid the account. Discovery failed to close the account.
In Jan I had to follow up again previous case was closed. Opened a new case, got settlement letter paid the outstanding amount within 3 ours of settlement letter. Email proof of payment, got notification that email was received. Followed up, no further communication from Discovery.
1 Feb found out account is still open. In the mean time Discovery is charging account fees. I have still not received written confirmation of my dispute apparently logged.
Logged this complaint, Girshwin said this is "being investigated" no response in more than 24 hours.
I requested settlement 29 November and paid the account. Discovery failed to close the account.
In Jan I had to follow up again previous case was closed. Opened a new case, got settlement letter paid the outstanding amount within 3 ours of settlement letter. Email proof of payment, got notification that email was received. Followed up, no further communication from Discovery.
1 Feb found out account is still open. In the mean time Discovery is charging account fees. I have still not received written confirmation of my dispute apparently logged.
Logged this complaint, Girshwin said this is "being investigated" no response in more than 24 hours.
Discovery Bank's replyOfficial
02 Feb 2022, 19:16Hi Paul
Please see the feedback from our account closure team.
We received your request for a settlement balance and to close your Discovery Bank Account.
Our records show that there is a transaction, which is pending authorisation with a Afrihost.
The merchant will bank the transaction by 8 February 2022.
Due to this, we are unable to process closure of the account.
Please contact us after 8 February 2022 for us to assist you further.
Thank you for understanding.
Please see the feedback from our account closure team.
We received your request for a settlement balance and to close your Discovery Bank Account.
Our records show that there is a transaction, which is pending authorisation with a Afrihost.
The merchant will bank the transaction by 8 February 2022.
Due to this, we are unable to process closure of the account.
Please contact us after 8 February 2022 for us to assist you further.
Thank you for understanding.
Should you have any further queries kindly contact us on ***.
Discovery Bank's reply02 Feb 2022, 19:16
Official
Hi Paul
Please see the feedback from our account closure team.
We received your request for a settlement balance and to close your Discovery Bank Account.
Our records show that there is a transaction, which is pending authorisation with a Afrihost.
The merchant will bank the transaction by 8 February 2022.
Due to this, we are unable to process closure of the account.
Please contact us after 8 February 2022 for us to assist you further.
Thank you for understanding.
Please see the feedback from our account closure team.
We received your request for a settlement balance and to close your Discovery Bank Account.
Our records show that there is a transaction, which is pending authorisation with a Afrihost.
The merchant will bank the transaction by 8 February 2022.
Due to this, we are unable to process closure of the account.
Please contact us after 8 February 2022 for us to assist you further.
Thank you for understanding.
Should you have any further queries kindly contact us on ***.
PB
Paul B's updateReviewer Update
03 Feb 2022, 06:51Dear Discovery
Did you actually review the previous two case number I provided you in the initial posts?
It seem this is the only forum where you are comfortable in having a two way conversation. It would be the right thing to call your customer and try to resolve the issue. Not hide behind call Centre’s and emails and only really respond when the issue is taken public.
Please explain why this transaction is even possible?
The account was settled in Jan and proof was provided of the payment within 3 hours of receiving the settlement letter.
You failed to close the account twice and simply do not communicate. Now a service provider who I have also instructed to use a different card has requested payment from.
From the previous response its clear discovery is not interested in resolving the issue just passing the blame to me.
do not bank with Discovery!
PB
Paul B's update03 Feb 2022, 06:51
Reviewer Update
Dear Discovery
Did you actually review the previous two case number I provided you in the initial posts?
It seem this is the only forum where you are comfortable in having a two way conversation. It would be the right thing to call your customer and try to resolve the issue. Not hide behind call Centre’s and emails and only really respond when the issue is taken public.
Please explain why this transaction is even possible?
The account was settled in Jan and proof was provided of the payment within 3 hours of receiving the settlement letter.
You failed to close the account twice and simply do not communicate. Now a service provider who I have also instructed to use a different card has requested payment from.
From the previous response its clear discovery is not interested in resolving the issue just passing the blame to me.
do not bank with Discovery!
Discovery Bank's replyOfficial
07 Feb 2022, 12:39Hi Paul
Even though you had logged an account closure. It is your responsibility to remove all subscriptions and debit orders from your account. If these are not removed even if your account is closed, the transaction would result in the account re-opening.
As this transaction has gone off your account, it is your responsibility to ensure that the account is settled and all debit orders, as well as subscriptions, are cancelled.
Would you like me to action this request?
Regards
Girshwin
Even though you had logged an account closure. It is your responsibility to remove all subscriptions and debit orders from your account. If these are not removed even if your account is closed, the transaction would result in the account re-opening.
As this transaction has gone off your account, it is your responsibility to ensure that the account is settled and all debit orders, as well as subscriptions, are cancelled.
Would you like me to action this request?
Regards
Girshwin
Discovery Bank's reply07 Feb 2022, 12:39
Official
Hi Paul
Even though you had logged an account closure. It is your responsibility to remove all subscriptions and debit orders from your account. If these are not removed even if your account is closed, the transaction would result in the account re-opening.
As this transaction has gone off your account, it is your responsibility to ensure that the account is settled and all debit orders, as well as subscriptions, are cancelled.
Would you like me to action this request?
Regards
Girshwin
Even though you had logged an account closure. It is your responsibility to remove all subscriptions and debit orders from your account. If these are not removed even if your account is closed, the transaction would result in the account re-opening.
As this transaction has gone off your account, it is your responsibility to ensure that the account is settled and all debit orders, as well as subscriptions, are cancelled.
Would you like me to action this request?
Regards
Girshwin
PB
Paul B's updateReviewer Update
07 Feb 2022, 18:21@Girstwin
I have done my part, Discovery has not. I have phoned in multiple times settled the account multiple times, followed up with email and you/Discovery still failed to close the account on multiple occasions. I have all the proof of this.
I realize your job is to try and make Discovery look good. But surely good customer service requires you/Discovery to take some responsibility and actually do your part?
I have just settled the account again. I will confirm this on email as well. Please do respond there as well as that is the formal communication method I have listed with you and you have failed completely in communicating to me there.
Fact is the account is not closed because you/Discovery neglected to either close it and/or to communicate requirements for closure. Your customer service is bad to say the best and the experience has been awful, it still has not improved and my issue is still not resolved.
You should be ashamed of your customer service and apologise.
P
I have done my part, Discovery has not. I have phoned in multiple times settled the account multiple times, followed up with email and you/Discovery still failed to close the account on multiple occasions. I have all the proof of this.
I realize your job is to try and make Discovery look good. But surely good customer service requires you/Discovery to take some responsibility and actually do your part?
I have just settled the account again. I will confirm this on email as well. Please do respond there as well as that is the formal communication method I have listed with you and you have failed completely in communicating to me there.
Fact is the account is not closed because you/Discovery neglected to either close it and/or to communicate requirements for closure. Your customer service is bad to say the best and the experience has been awful, it still has not improved and my issue is still not resolved.
You should be ashamed of your customer service and apologise.
P
PB
Paul B's update07 Feb 2022, 18:21
Reviewer Update
@Girstwin
I have done my part, Discovery has not. I have phoned in multiple times settled the account multiple times, followed up with email and you/Discovery still failed to close the account on multiple occasions. I have all the proof of this.
I realize your job is to try and make Discovery look good. But surely good customer service requires you/Discovery to take some responsibility and actually do your part?
I have just settled the account again. I will confirm this on email as well. Please do respond there as well as that is the formal communication method I have listed with you and you have failed completely in communicating to me there.
Fact is the account is not closed because you/Discovery neglected to either close it and/or to communicate requirements for closure. Your customer service is bad to say the best and the experience has been awful, it still has not improved and my issue is still not resolved.
You should be ashamed of your customer service and apologise.
P
I have done my part, Discovery has not. I have phoned in multiple times settled the account multiple times, followed up with email and you/Discovery still failed to close the account on multiple occasions. I have all the proof of this.
I realize your job is to try and make Discovery look good. But surely good customer service requires you/Discovery to take some responsibility and actually do your part?
I have just settled the account again. I will confirm this on email as well. Please do respond there as well as that is the formal communication method I have listed with you and you have failed completely in communicating to me there.
Fact is the account is not closed because you/Discovery neglected to either close it and/or to communicate requirements for closure. Your customer service is bad to say the best and the experience has been awful, it still has not improved and my issue is still not resolved.
You should be ashamed of your customer service and apologise.
P
Discovery Bank's replyOfficial
08 Feb 2022, 10:53Hi Paul
I have logged your account closure accordingly and our closure team will reach out shortly to assist.
Your account will be closed within the following 8 days.
Your reference for the account closure request is ***.
We do apologise for any inconveniences caused to you.
Should you need any further assistance, please feel free to contact us directly.
Regards
Girshwin
I have logged your account closure accordingly and our closure team will reach out shortly to assist.
Your account will be closed within the following 8 days.
Your reference for the account closure request is ***.
We do apologise for any inconveniences caused to you.
Should you need any further assistance, please feel free to contact us directly.
Regards
Girshwin
Discovery Bank's reply08 Feb 2022, 10:53
Official
Hi Paul
I have logged your account closure accordingly and our closure team will reach out shortly to assist.
Your account will be closed within the following 8 days.
Your reference for the account closure request is ***.
We do apologise for any inconveniences caused to you.
Should you need any further assistance, please feel free to contact us directly.
Regards
Girshwin
I have logged your account closure accordingly and our closure team will reach out shortly to assist.
Your account will be closed within the following 8 days.
Your reference for the account closure request is ***.
We do apologise for any inconveniences caused to you.
Should you need any further assistance, please feel free to contact us directly.
Regards
Girshwin
PB
Paul B's updateReviewer Update
08 Feb 2022, 11:37Thank you Girshwin
I have not yet to receive formal communication from Discovery on my email address listed as my primary contact with Discovery about this. I cannot see the closure request number on HelloPeter as this is obfuscated.
I do require proof that the account is being and has been closed please?
I have not yet to receive formal communication from Discovery on my email address listed as my primary contact with Discovery about this. I cannot see the closure request number on HelloPeter as this is obfuscated.
I do require proof that the account is being and has been closed please?
PB
Paul B's update08 Feb 2022, 11:37
Reviewer Update
Thank you Girshwin
I have not yet to receive formal communication from Discovery on my email address listed as my primary contact with Discovery about this. I cannot see the closure request number on HelloPeter as this is obfuscated.
I do require proof that the account is being and has been closed please?
I have not yet to receive formal communication from Discovery on my email address listed as my primary contact with Discovery about this. I cannot see the closure request number on HelloPeter as this is obfuscated.
I do require proof that the account is being and has been closed please?
PB
Paul B's updateReviewer Update
11 Feb 2022, 12:25I have just received email confirmation of my account closure.
Thankful that this matter is now finally resolved.
Thankful that this matter is now finally resolved.
PB
Paul B's update11 Feb 2022, 12:25
Reviewer Update
I have just received email confirmation of my account closure.
Thankful that this matter is now finally resolved.
Thankful that this matter is now finally resolved.
Discovery Bank's replyOfficial
11 Feb 2022, 12:27So sorry for the delay in having this matter resolved.
All the best and keep well Paul.
Regards
Girshwin
All the best and keep well Paul.
Regards
Girshwin
Discovery Bank's reply11 Feb 2022, 12:27
Official
So sorry for the delay in having this matter resolved.
All the best and keep well Paul.
Regards
Girshwin
All the best and keep well Paul.
Regards
Girshwin