1 reviews | Active since Dec 2015
Poor service
Discovery Banking app was off most of Saturday. I had to replace 2 of my tyres and transferred my money to my Discovery Credit Card. When it came to paying I forgot my PIN (card declined), tried again with the right PIN, then the transaction was declined again. BUT because Discovery Bank was offline I didn't get my sms or email with the reason why. After 15 minutes of trying to access the app, I managed to access some of it and eventually opted to pay via EFT. Company I paid also didn't get an email as proof, thus saying they cannot release my car. After another massive struggle I managed to get my account details to show, only to have a blank screen, still not able to show them the transaction. After more waiting I could eventually show them the money was paid and got my car. Long after I got home I only received the sms and email indicating the amount I wanted to pay was above my limit.
My issue, I lost my points towards my money goal (and since I bought my phone through Discovery these goals are important) and EFT transactions also don't count towards your monthly spend. Again losing impacting my phone discount.
After 2 phone calls, first one 26 minutes and no help and another one of 21 minutes I got basically told that I could have phoned Discovery Bank over the weekend and why didn't I take screen shots and why could I access the EFT part and not the rest. The whole attitude is to put the blame on the customer instead of seeing how they can assist.
Now I am aware that the website states card transactions and understand transferring money between accounts would be an unfair way to reach your money goals. But the app being off is not inside my control and me trying to get my car back was my main concern. I feel if they can see it was a valid payment to a registered business while they are fully aware that the app wasn't working and emails and sms didn't go through, awarding points is not that hard.
There is also nowhere on the website any indication that EFT payments to actual businesses doesn't count towards monthly spend.
Oh and there is absolutely no email to send complaints to and the call center is absolutely of no help.
I've been recommending Discovery, Vitality and Discovery Bank for many years and even considered changing from my insurer of the past 20 years to Discovery Insure. After today that have changed
Thank you for reaching out. Please confirm where did you get the information that our Bank App was offline on Saturday and can you send us proof confirmation. You can send your screenshot to *** so we can investigate your query.
Regards,
Lebohang
Thank you for reaching out. Please confirm where did you get the information that our Bank App was offline on Saturday and can you send us proof confirmation. You can send your screenshot to *** so we can investigate your query.
Regards,
Lebohang
Thank you for reaching out. Please confirm where did you get the information that our Bank App was offline on Saturday and can you send us proof confirmation. You can send your screenshot to *** so we can investigate your query.
Regards,
Lebohang
Thank you for reaching out. Please confirm where did you get the information that our Bank App was offline on Saturday and can you send us proof confirmation. You can send your screenshot to *** so we can investigate your query.
Regards,
Lebohang
Unfortunately your emial address is not visible, whether logged in or not. Thus I can not send you any information.
My information that the app was off is based on my own experience and the proof is in the fact that I had to try numerous times to log in (on different networks, thus not my signal that was the issue) and eventually wait 15 minutes to log in, my Whatsapp messages to my husband and also the sales person who saw that only parts of the information are visible, even my transactions were gone at a stage.
This is really sad to me that everyone that I've had contact with so far regarding this matter is trying to make me look like I'm the one in the wrong and make feel as though no one is believing me and that the 'strict liability' comes down to me as consumer.
Unfortunately your emial address is not visible, whether logged in or not. Thus I can not send you any information.
My information that the app was off is based on my own experience and the proof is in the fact that I had to try numerous times to log in (on different networks, thus not my signal that was the issue) and eventually wait 15 minutes to log in, my Whatsapp messages to my husband and also the sales person who saw that only parts of the information are visible, even my transactions were gone at a stage.
This is really sad to me that everyone that I've had contact with so far regarding this matter is trying to make me look like I'm the one in the wrong and make feel as though no one is believing me and that the 'strict liability' comes down to me as consumer.