MR
Monica R
1 reviews | Active since Mar 2024
16 Jun 2025, 08:19
Poor Complaint Handling by Discovery Bank
I’ve opened four complaints with Discovery Bank regarding purchases made through AliExpress where items did not arrive as expected. To date, I have not received any response, acknowledgment, or clarity on the complaints process. No follow-up emails, no updates — nothing.
When I called for assistance, the only response I received from the customer care consultant was a list of reference numbers. This is not acceptable. Customers deserve transparency, communication, and proper handling of disputes. I expect Discovery Bank to take this matter seriously, clarify the next steps
Helpful (0)
Replies (2)0
Replies (2)
Discovery Bank's replyOfficial
16 Jun 2025, 08:34Hi Monica,
I sincerely apologize for the experience had with us.
I am going to investigate further and provide you with feedback soonest.
Kind Regards,
Onthatile
I sincerely apologize for the experience had with us.
I am going to investigate further and provide you with feedback soonest.
Kind Regards,
Onthatile
Discovery Bank's reply16 Jun 2025, 08:34
Official
Hi Monica,
I sincerely apologize for the experience had with us.
I am going to investigate further and provide you with feedback soonest.
Kind Regards,
Onthatile
I sincerely apologize for the experience had with us.
I am going to investigate further and provide you with feedback soonest.
Kind Regards,
Onthatile
Discovery Bank's replyOfficial
17 Jun 2025, 11:48Hi Monica,
Thank you for your patience while I investigated this for you.
I can confirm that there are four card transaction dispute cases logged on the 6th of June 2025, with the confirmed reference numbers listed below:
1. ***8
2. ***7
3. ***2
4. ***7
Please note that your disputes were also escalated to the Cards Dispute Team on the 13th of June 2025. They have been assigned to an agent who will contact you via email to request additional information.
Kindly note that it may take up to 90 working days for the dispute to be resolved, as this includes the time required for correspondence with the merchant.
Kind Regards,
Onthatile
Thank you for your patience while I investigated this for you.
I can confirm that there are four card transaction dispute cases logged on the 6th of June 2025, with the confirmed reference numbers listed below:
1. ***8
2. ***7
3. ***2
4. ***7
Please note that your disputes were also escalated to the Cards Dispute Team on the 13th of June 2025. They have been assigned to an agent who will contact you via email to request additional information.
Kindly note that it may take up to 90 working days for the dispute to be resolved, as this includes the time required for correspondence with the merchant.
Kind Regards,
Onthatile
Discovery Bank's reply17 Jun 2025, 11:48
Official
Hi Monica,
Thank you for your patience while I investigated this for you.
I can confirm that there are four card transaction dispute cases logged on the 6th of June 2025, with the confirmed reference numbers listed below:
1. ***8
2. ***7
3. ***2
4. ***7
Please note that your disputes were also escalated to the Cards Dispute Team on the 13th of June 2025. They have been assigned to an agent who will contact you via email to request additional information.
Kindly note that it may take up to 90 working days for the dispute to be resolved, as this includes the time required for correspondence with the merchant.
Kind Regards,
Onthatile
Thank you for your patience while I investigated this for you.
I can confirm that there are four card transaction dispute cases logged on the 6th of June 2025, with the confirmed reference numbers listed below:
1. ***8
2. ***7
3. ***2
4. ***7
Please note that your disputes were also escalated to the Cards Dispute Team on the 13th of June 2025. They have been assigned to an agent who will contact you via email to request additional information.
Kindly note that it may take up to 90 working days for the dispute to be resolved, as this includes the time required for correspondence with the merchant.
Kind Regards,
Onthatile