Poor service

Poor service from Discovery. I have a parent that is a pensioner, i believe his bank account with Discovery is/was cancelled or stopped & there is a settlement required. I just requested that settlement letter on his behalf, so my parent can settle what ever it that is outstanding so he never has deal with Discovery Again. I can understand there are processes, but Discovery cant make a simple out going call to a client to get his approval for myself to deal with this issue. Discovery being such a huge organization seem to be clearly trying to cut costs of making a call to their clients.