Harassment & Incompetence

Good Day Discovery,

I am writing to lodge a formal complaint regarding my recent experience with your collections department concerning my Discovery Bank credit facility.

My monthly installment on this account is R798.63. Unfortunately, I missed my most recent installment due to an oversight on my part. I simply forgot to make funds available in time which I apologized for on my end. This was my first ever missed payment with Discovery Bank.

On 13 October 2025 at 08:57, I called Discovery Bank and spoke to a female consultant to explain the situation and sincerely apologize. During this call, we agreed on a payment arrangement for me to make a double payment at the end of October 2025 to cover both the missed and current installments.

Despite having made this arrangement, I have since been contacted by Discovery Bank multiple times regarding the same issue. Specifically:

I received 8 calls after my arrangement was confirmed.

I then called back on 18 October 2025 at 11:35 AM and spoke to Ntokoza, to once again confirm that the arrangement was already made (call ***). I expressed my frustration and asked that the calls stop since the issue was already resolved.

Shockingly, Discovery still called me twice more on 18 October, and twice again on the morning of 21 October, even after I explained everything clearly. Please explain why none of your consultants I spoke to didn't document this?

This level of repeated contact, despite an active and documented arrangement, is unacceptable and extremely frustrating. It shows a clear lack of internal communication between your departments and amounts to harassment of a loyal customer who has otherwise maintained a clean payment record.

I therefore request that:

1. Discovery Bank formally acknowledge my payment arrangement made on 13 October 2025;

2. The unnecessary and repeated phone calls cease immediately;

3. Discovery provides an apology for the repeated harassment and inconvenience caused; and

4. My customer record reflects that I proactively contacted the bank to resolve the issue.

I trust that Discovery Bank values its customers and will take this complaint seriously, otherwise, I will close all my accounts with you.

Thanks