Impossible to close bank account!!!

I logged a call with Discovery Bank on 14 July 2020 requesting the closure of my bank account (reference number 160447). I was informed that there was no outstanding balance on my account and that it will be closed within 5 days and that I would receive written confirmation of such. It is now 3 weeks later, and no such action has been taken by Discovery Bank.

I have since seen on my banking app that my savings account has been closed and that no cards are displayed/linked to my account. However, I was charged a monthly service fee on my account by Discovery Bank (amounting to R120). I would like a very clear and detailed explanation as to why this amount was charged, especially given the fact that I requested my account to be closed three weeks ago?

Also, I now assume that my account can't be closed given the fact that I am suddenly in arrears again. This is utterly frustrating and the level of communication from Discovery has been horrible and completely lacking.

I have phoned Discovery again on Monday, only to receive another reference number and somebody promising that the matter will be escalated. Which I strongly doubt given my recent experience. The reference number for this call is ***.

I have phoned numerous times with nobody being able to assist and telling me that somebody will be contacting me - which also NEVER happens. I’ve also send an email to the Discovery Bank complaints department, which has conveniently been ignored.

I am utterly frustrated with Discovery and would like to be contacted URGENTLY in this regard. My next steps would be to involve the ombudsman, I have noticed that I am not the only person on this platform struggling with this issue.

I have always been very happy with Discovery and the services provided (note that I have a bank account, medical aid, vitality and life policies). However, I’m at the point of canceling all my services and recommending that nobody should go into business with Doscovery!