Huge Frustration and Issue regarding request of Closure of my account due to Incompetence.

Subject: Formal Complaint Regarding Unacceptable Delays, Poor Service, and Request for Senior Escalation

Dear Discovery Bank Complaints Team,

I am writing to express my deep dissatisfaction and serious concern regarding the handling of my accounts and the poor level of service I have received from Discovery Bank.

On 7 July 2026, I settled my Credit Card account in full and requested that the account be closed. At the same time, I requested that my savings account be frozen. Despite more than six weeks having passed since the settlement date, no action appears to have been taken on these requests.

After following up again on Friday, I was informed that the account is still not reflected as settled. This is entirely unacceptable. I have fulfilled my obligations by settling the account, yet Discovery Bank has failed to process my requests within a reasonable timeframe. The prolonged delay has caused significant frustration and has left me feeling prejudiced and unfairly treated as a customer.

Furthermore, I have a very serious concern regarding what I believe to be a breach of process, which I would like to discuss directly with a senior member of management. Given the nature of this matter, I do not believe it can be adequately addressed through standard customer service channels.

To add to my frustration, I was specifically promised that I would receive a callback on Friday. As of today, no one has contacted me. This failure to honour commitments made by your staff further reflects poorly on the service standards that I have experienced throughout this matter.

I therefore request the following as a matter of urgency:

Immediate confirmation that my Credit Card account settlement has been correctly processed. Confirmation of the status of my request to close the Credit Card account. Confirmation of the status of my request to freeze my savings account. A full explanation for the delays and lack of action over the past six weeks. Escalation of my concerns regarding the apparent breach of process to a senior manager. A telephone call from the Head of Complaints or an appropriately senior executive with authority to investigate and resolve this matter.

I am chatting with an agent - Zennande (at and she refused to let me put my name or spell.) I believe she and the rest of the Discovery Bank account are useless. No manager or supervisor was willing to talk to me.

I expect this complaint to be treated with the seriousness it deserves and look forward to receiving an urgent response and direct contact from a senior representative.

Yours sincerely,

Cameron Davidson