No future for Discovery Bank if these service levels are 'the future of banking'

'The future of banking,' they say. Well, not in my book. Yes, the systems are quite impressive, but not that much better than what even low cost banks 'for the masses' currently offer. What drew us to Discovery Bank was an almost two decade long engagement with their Vitality program and the rewards it entails - if you manage it well. When there is any problem with the 'system' (always created by a human) it 1) takes ages to get the problem logged through the client service consultant, who cannot help you, but merely acts as a filter to give through the problem to the 'back office' with whom you may not have any contact; until 2) the 'back office' comes up with a solution (usually indicative of the fact that they did not understand the problem in the first place), which is then 3) communicated to you (usually by email to avoid further inquiry) by the poor service consultant whom you spoke to ages ago. They 'say' turn around time is '3-5 working days', which often it is not! In any case, when I have a problem with the bank I still keep my 'main business' with, I go to the branch (yes, it's a hassle) BUT after a consultation of 15-25 minutes things are done, sorted - and I'm a happy client. Hopefully the future holds much better than what Discovery Bank's current service levels suggest.