Improve your own behavior before trying to modify ours

I recently experienced ***** on my Discovery Credit card. There were a number of transactions totaling +/- R12000. Both transactions had been made pounds sterling. I have not traveled overseas or made foreign purchases on this card before. I contacted Discovery within an hour and was told to submit a ***** form that was sent to me. One amount was reversed, but an amount for the equivalent of R5K has still not been reversed four days later. Two days after the event I was contacted by a ***** investigator, by the name of Clive. He said that they hadn't received the requisite form, although I had received an electronic acknowledgement of receipt two days before. He said he would follow up; he didn't. I had to follow up and discovered that no further progress had been made. Not only did Discovery's ***** prevention systems not work, but their responsiveness to me the customer and the victim of their failed systems has been very poor, to say the least. The Discovery brand is so full of swagger and self-regard, which I could tolerate if there service wasn't so pathetic.