IB
Ian B

1 reviews | Active since Aug 2016

09 Nov 2022, 09:32

iPhone Benefit - what a clever (legitimate) ****

The Discovery Bank iPhone benefit must be the best-ever legitimate ****. To obtain the benefit for a phone valued at 18,000, I first had to transfer 18,000 from my different bank account, using my credit there, to Discovery. (A) The interest charge there is 200 per month, so that's 2,400 to start with for 24 months. (B) The transfer into my Discovery account resulted in the creation of the iPhone benefit facility, on which I now pay interest on i.e. effectively interest on my own money, at about R200 per month. So, another 2,400 over 24 months. (C) Based on my fitness and savings and driving goals, my net cost per month was at best 220 in the first 4 months, but is now about 500 per month (as I no longer have the Drive benefit). I also had to transfer a separate 2,000 into Savings account to ensure the goals are reached. I earn 25 a month there, so that is neither here nor there. Regarding (B), the amount paid down is meant to result in the available credit in the iPhone benefit facility being transferred back to my Credit account i.e. getting my initial 18,000 back over 24 months, per the product terms, but this hasn't happened at all. In summary then, after the first 9 months, just the Discovery Bank cost of (B)+(C) has seen me pay R5,400. If I add (A), it's another R1,800, meaning R7,200 over 9 months. When I extrapolate this over the 24-month term: Discovery Cost of (B) + (C) = 17,600. That's just less than the cost of the phone if I had have paid upfront. Worse, if I add (A), it's another R4,800, meaning R22,400 over 24 months, well above the cost and value of the phone. So, where is there any benefit here. I want to cancel the product immediately, so I am relatively "happy" in the circumstances to pay the outstanding balance on the iPhone facility, which is about 11,891 as of today. That will then mean I have paid, to Discovery, R17,274 - this is made up by the cost of (B) and (C) to date, plus R11,891. Nothing to be happy about. But, I want to at the very least get my 18,000 back, so I can transfer back to the source account from which it came! Wow, it may seem complex, and in some ways it is, but beware of this offering, it is anything but a benefit. Had I have known the offering would work like this, I would NEVER have got involved.

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Replies (10)
IB
Ian B's update09 Nov 2022, 12:48
Reviewer Update
Although I have been awaiting a call from Discovery, as I had called to query this entire issue, I have since terminated the benefit to ensure I was not going to be further out of pocket. So, I have paid 11,891 to settle the iPhone Credit account, and received 11,891 "back" to transfer to back to my original source account. But the 18,000 I transferred in Jan to create the facility is not yet reflecting, but that should be by tomorrow according to the product terms. If that doesn't happen, it will mean I have paid 18,000 (paid in Jan), PLUS 5,400 (B+C as above), and the 1,800 interest (A as above) = 25,400 in 9 months for a phone worth 19,000!!!!! Go figure
Discovery Bank
Discovery Bank's reply09 Nov 2022, 12:51
Official
Hi Ian

Thanks for reaching out.

I'll have a look into your account so I can assist and advise you promptly

Regards
Andile
IB
Ian B's update09 Nov 2022, 13:57
Reviewer Update
Hi Andile
Thank you, that will be much appreciated. As things stand, without getting back the 18,000 that I transferred from my own pocket to create the iPhone benefit facility in the first place, means that I have incurred a cost to Discovery alone of at least 23,383. That cannot be right. Having achieved all the goals I could during the 9 month period, surely the maximum cost to me can't be more than 18,000 and obviously should be less than that.
Whilst looking into my account, please also establish why the 2,000 I transferred from the Savings account to my Credit card account is not reflecting properly - when I log onto the App, there is a deduction of 2,000 from the Credit card twice, and I only transferred 2,000 to my own 3rd party account once.
Thanks
Ian
Discovery Bank
Discovery Bank's reply11 Nov 2022, 07:26
Official
Hi Ian 

We're unable to open your screenshots on this platform. 

I have, however, emailed you your statement reconciliation so you're able to understand your account transactions 

I've escalated your iPhone query to the iPhone team so that they're able to look into it and advise. 

I'll provide you with feedback once they get back to me

Regards
Andile 
IB
Ian B's update14 Nov 2022, 08:49
Reviewer Update
Dear Andile
Thank you. The reconciliation statement does not seem to tie up with the screenshots, and I still believe that R2,000 somehow went missing from my available credit once I transferred the savings amount.
With regard to the iPhone query, which is as important if not more important, I have not had any feedback and maintain I remain materially out of pocket, and way more than R6,000. To confirm once more, I achieved many targets over the 9 months, yet instead of having received any benefit i.e. less than the 18,000 cost of the phone, I have instead incurred over R23,000. Surely if this was a benefit, and with the iPhone now mine, I should not have incurred more than R13,000 (at most). If this cannot be satisfactorily progressed and resolved, I will need to approach the Banking Ombudsman. I prefer not to go that route as I always believe that matters like this can be properly resolved with the right level of commitment, communication, and understanding.
Kind regards
Ian
IB
Ian B's update15 Nov 2022, 16:54
Reviewer Update
Dear Andile
Thank you for your further feedback. Unfortunately, this still does not address the very basic tenet of the iPhone benefit proposition, where I emphasize "benefit". Would you or Discovery swap places with me and have the iPhone unit, and pay over 23,000 in 9 months (of 24 - it would be much more had I not terminated the benefit), when the initial cost and value was 18,000, and where I have substantially met the goals. The goals required other monies to be left in a Discovery Savings Account, fitness goals and spending patterns, and driving behaviors and thus pay Insurance premiums? I doubt it. And as I have said, it has cost me even more than 23,000 - closer to 25,000!
I appreciate your assistance, but as our engagement is not progressing matters, I think it best for me to formally lodge a complaint with Discovery and to take it from there. I will copy our correspondence into that complaint.
Thanks again
Ian

Discovery Bank
Discovery Bank's reply16 Nov 2022, 08:51
Official
Hi Ian 

That's not a problem.

Have a lovely day further

Regards
Andile
IB
Ian B's update24 Jan 2023, 08:59
Reviewer Update
Good day, just a quick update. After this email, and after not making progress, I also sought to contact Discovery telephonically again, and had no success. I thus referred the matter to the Banking Ombudsman, whose rules required that I wait 4 weeks before submitting to them. I did this and submitted the matter to them mid December. They gave Discovery the chance to engage with me, and requested feedback from Discovery by 18 Jan 2023. Discovery reached out to me a few days before that, apologising for their delay in reaching out to me. By 18 Jan 2023, the matter was not resolved, and Discovery indicated they would advise the Ombudsman. I too advise the Ombudsman. I also indicated to Discovery that perhaps they would consider settling on a without prejudice basis, but have not heard back. Yesterday, 23 Jan, the Banking Ombud advised they have again referred the matter to Discovery, hoping that Discovery will be able to resolve, and that they have given Discovery 15 days. I am advised to expect further engagement from Discovery, and will keep this item updated in due course. I am not expecting a full refund from Discovery - all am I asking is that I at least be placed in a neutral position i.e. not out of pocket, in circumstances where the benefit was designed to reward me and provide a discount. It has not done this in any way as I am at least R5,400 out of pocket.
Discovery Bank
Discovery Bank's reply24 Jan 2023, 13:20
Official
Good Day Ian

Thank you for reaching out. 

Please note, your case is currently being investigated by the Ombudsman and our Complaints Team. Feedback regarding the outcome of the case will be provided to you directly from the Banking Ombudsman. 

Should you need feedback on the case please feel free to reach out to the Ombudsman or Complaints Team. 

Lastly, we have closed the case on our side as we too are waiting on the outcome of the Ombudsman investigation.  

Regards
Andile
IB
Ian B's update24 Jan 2023, 14:13
Reviewer Update
Hi Andile
Thanks for posting a message to my earlier update. I have also just received and responded to an email from your colleague (Nancy). There is some confusion in the process as the Ombudsman advised late yesterday it had asked Discovery for further response. Anyway, let Nancy take care of that. I'll also advise the Ombudsman.
Thanks
Ian