Poor process management = terrible client experience

<p>I orginally app**** for a discovery credit card in October 2016.</p> <p>The consultant I spoke to was a great sales person and I was approved on that call.</p> <p>Thereafter, I experienced your onboarding process. I was sent from person to person (between FNB and Discovery) with no progress being made. Who ever i spoke to tried to divert accountability to another team or COMPANY. The communication between Discovery and FNB was poor as the was infomation was not aligned between the two institutions. Eventualyl, after all my persistance, it went silent, I waited for a follow up call from a consultant but this never happened. Eventually i opened an account with a competitor.</p> <p> </p> <p>However, I am drawn to the rewards of discovery so I decided to submit a new application on your online platform. I was subsequently denied, although I had previously app**** with the same details and was approved. When contacting your call centre the consultant immediately tried to pass me onto another team. I was informed that my previous application was no longer valid. There is no proactive spirit at Discovery to resolve client queries - I guess this comes with monopolising so many financial services...</p> <p> </p> <p>As an existing Discovery Health/Vitality client I dont understand why I have to endure so much back and forth and incompetence of your staff. You need to revisit your onboarding processes as I have never such poor quality service from a financial services company. If my application cannot be resolved within a week dont bother responding to this complaint.</p>