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Lynn R

1 reviews | Active since Jan 2012

06 Oct 2022, 19:36

Pathetic customer service people

Today i did an application online for a credit card and in 2 minutes at exactly 15:35 this guy calls me. Goes through everything and asks me about my spendings per month. Clearly he didnt believe me cause he said "i cant just put zero" (With an attitude). I then told him if he looks at my credit profile he would then see that I have a car and insurance payment and I have multiple accounts that I pay every month which he didn't ask me about. He kept asking about take aways and entertainment and petrol and medical aid and policies, everything that my husband pays. But that's not it, he then tells me my application is declined I dont pay on time! Excuse me where are you looking? I was sitting with my credit report infront of me and it clearly shows NO missed payments. My accounts are paid on time religiously every month. Then to top it off Mr mutes his phone so that I can't hear him and then he drops the call. Doesn't bother to call me back. After about a minute i get a decline sms. Discovery what type of people works in your call centre. How do you allow your call centre people to treat customers like this? And then he still wanted to know if i want a cheque account? Really? After that **** service. Pathetic! Please tell me where it says I dont pay my accounts on time.

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Replies (6)
Discovery Bank
Discovery Bank's reply10 Oct 2022, 07:07
Official
Hi Lynn 

Thanks for reaching out. 

You can challenge the decline on the Discovery Bank app, if you'd like me to escalate this to the credit team, I can assist with that. 

I'll also escalate the complaint to the sales team. 

Apologies for the Frustration

Regards
Andile
LR
Lynn R's update10 Oct 2022, 10:28
Reviewer Update
Please escalate this I would like feedback. Dont tell me to challenge things on your "app" I want you to call me and tell me where you get the info from that I dont pay my accounts. I can't believe how a company that claims to be so professional employs people like this. This is bringing back memories of why I closed my medical aid with Discovery a few years back. I thought this company and it's customer service had improved. I wouldn't recommend Discovery to anyone!
Discovery Bank
Discovery Bank's reply11 Oct 2022, 07:31
Official
Hi Lynn 

I've escalated to the credit team and I'll provide you with feedback as soon as they get back to me. 

Regards
Andile. 
LR
Lynn R's update10 Dec 2022, 11:12
Reviewer Update
2 months later and I'm still waiting on "feedback" or a call or someone explaining to me how this type of customer service is Ok!
Discovery Bank
Discovery Bank's reply12 Dec 2022, 14:48
Official
Hi Lynn 

Apologies for the delayed responses, I thought our credit team provided you with feedback. 

Our credit team has advised that you were declined on the app as you did not meet our minimum credits scoring. 

We use Experian as our bureau. Once the scoring is low we do not offer a credit card, scoring is based on a number of things e.g. the number of accounts opened, when they were opened, the utilization and we don’t control that scoring. 

Regards
Andile
LR
Lynn R's update12 Dec 2022, 20:53
Reviewer Update
The credit bureau report I had with me on that day was from Experian. I still have that report. A week later I was approved at ABSA and FNB with your so called "low score". I decided to go with ABSA. Still no talk about your disgusting call centre agents behaviour? I see that you totally ignored the fact that I asked for someone to call me regarding this? So this pathetic service is allowed at Discovery, or is it that you just Don't care. Same **** service as a few years back. Why Don't you have a look at all the complaints about your customer service and start dealing with it. Your response here should've been a phone call!