Khaya call centre agent worst Service Ever

Appalling Customer Service, False Advertising, and Unprofessional Staff Discovery Bank aggressively promotes its in-app calling feature as a seamless, secure way to bypass tedious security verification. On the evening of September 1st, I experienced firsthand how this heavily marketed feature is entirely undermined by poorly trained and unhelpful call center staff. I called three times that evening. The first two calls were handled exactly as advertised hassle free and without redundant manual verification, proving that the in-app authentication works perfectly. However, my third call, simply to inquire about the Oura Ring criteria, was a drastically different and deeply frustrating experience. I was connected to an agent named Khaya, whose demeanor was robotic, dismissive, and outright rude. Despite the fact that I was calling through the authenticated app environment, Khaya stubbornly insisted on putting me through manual verification, flat-out refusing to honor the system Discovery has built. When his unhelpful attitude escalated, I requested to speak to a Team Leader. Astonishingly, Khaya refused the escalation, claiming that "no Team Leaders work in the evening." As someone who worked internally at Discovery for over 10 years (Twice Annual Star Award Winner for Best Team Leader might I add), I know exactly how call center operational structures function. Khaya’s claim is not only absurd for a premium banking operation, but it points to a shocking lack of accountability and a severe deterioration in the quality assurance standards this company once upheld. I am not just a standalone Discovery Bank client; I also hold my Medical Aid with you. It is incredibly disheartening to witness how far your frontline service has fallen. You are allowing rude, *********** agents to ruin the client experience and blatantly lie to avoid escalation. Call Reference Number: ***7 I expect this interaction to be pulled, audited, and addressed by senior management immediately.