Poor processes at Discovery

Over the past 2 weeks i have been battling to close of my discovery card. Discovery Card division has possibly one of the worst processes i have ever heard of.

On 15 June, I called Discovery and after going through all of the automated responses and keys to enter. Enter your ID number a million times and they send you an sms, which you also enter. Finally when you get through to a consultant, my cancellation of the card is logged, with a reference number ***. I get told, i will be contacted in 3 business days on a settlement figure.

17 June, I do a follow up, also going through the million keys to enter once again. I get through to a consultant and following up on the settlement figure. After chatting for almost 20 minutes, i get told, they will email me the settlement amounts.

Later that night, i get the email. On it, it says, if i make payment on a certain day, there is an amount i need to pay. Example: If i pay on 17 June - i need to pay R50.00 If i pay on 18 June - i need to pay R52.00 If i pay on 19 June - i need to pay R54.00

Now take into account, we all bank with different banks. Paying to Discovery, does not guarantee payment will be there on 17th or 18th or 19th. So now, i am given a choice on which amount to pay, in order to close my Card. Other NORMAL banks, gives one amount and say, pay this in 5 business days. Discovery is unique, you will not be able to close your account and be battling with them for them next 5 months to close. And remember, each month there will be a fee charge for this card.

So payment was made on 17th, at night. This payment appeared in the card on the 19th.

22 June - I do a follow up again to say i made payment and they need to close the Card. Million dollar question: Guess what i get told? The cancellation team will contact you on closing the card in the next 3 days.

Today, 25 June, still no answer from Discovery Card division. So i take it they going to charge me the monthly fees once again and tell me thats what i need to pay to close the card.

What does Discovery need to do to bring back the good quality service that they started with?