Shocking Lack of Service for Client from 2001

On 18 November 2019 I noticed transactions on my account that I had not made or authorized. I called the Discovery Card Call Centre, who cancelled the card and assured me that it was possible to send me the replacement card as soon as possible. I’m currently residing in Thailand temporarily, and was advised that there is an additional fee to courier cards outside of South Africa (R450). I agreed to the additional fee, and provided my address and contact number in Thailand. I was clear in communicating that my South African Vodacom mobile number is not accessible for me in Thailand as my mobile phone cannot accommodate dual SIM cards. I also put all of the above information in writing and emailed it to Discovery Card. In the email, I re-iterated that I should be contacted via email or on my Thailand mobile number, as I don’t have access to my Vodacom mobile number. I also included the following important information: - Thailand is 5 hours ahead of SA time - Courier deliveries can only be made from Monday to Friday between 8am and 4pm, as I work at a school, and those are the office hours available.

When I followed up by email on 25 November, I was informed that I needed to call into the Call Centre again, which I attempted to do without success, as the line kept cutting off. Each time I tried again, a different agent took the call and I had to explain the situation repeatedly. I emailed again, and received a form which I needed to complete regarding temporarily living abroad. I completed and submitted the form the same day, and received confirmation the following day (26 November) that the document had been received. I clearly provided my Thailand address and contact number on the form. The reference number provided was: ***

On 3 December I sent an email and again provided the physical address in Thailand and my contact number for delivery of the new card, which I re-iterated again was extremely urgent.

On 11 December I called Discovery Card Call Centre again, and the agent that assisted me (Berniece) was extremely helpful, patient and professional in the way she handled the call and my level of frustration. She informed me that the courier company had tried to call me on my SA Vodacom number in November and couldn’t reach me. I explained again that I was not in SA, and that I should be contacted on my Thailand number. She assured me that it would be escalated to her manager and I would receive feedback. To date this has not happened.

On 23 December I called Discovery Card Call Centre again, and the agent that assisted me (Prudence) said she would call the courier company and that I should stay on the line while she did so. She provided a reference number – ***. She also informed me about a 21 working day turnaround time window for delivery of replacement cards. This was the first time I had been informed about this. While I was waiting the line was cut off.

On 31 December I received the following email in response to my email of 3 December: Dear Ms Orren Thank you for contacting us regarding your card delivery. Please be informed that the courier company tried contacting you on your ***cellphone number, to arrange delivery. They attempted calling you, but could not get ahold of you. The last time the courier company tried contacting you was on the 2019/11/19. Please contact us so we can re-schedule your card delivery.

I responded the same day as follows: Good day Thank you for your email. Please consult the records (documents and electronic platform) that I have repeatedly communicated that I am temporarily living in Thailand, and that the new card should be delivered here. I have also provided my contact number here (see below) and very clearly stated that my Sourh African cell phone number is not active at present as I don't have a dual sim card. I spoke to your call centre again last week, and they assured me that the international courier company would contact me in Thailand to arrange delivery. I await an urgent response.

On 2 January 2020, I received an email confirming that I would receive the replacement card: Dear Ms Orren Thank you for contacting us. We have arranged for delivery of your replacement Discovery Card. You should receive it within 21 working days latest. Your reference is ***.

I responded as follows by email: This case was logged in November, so the 21 working days delivery window has almost expired. When I spoke to the Call Centre on 23 December, they assured me it would be delivered by the second week of January (next week) - reference number *** (Prudence). I have been a Discovery client since 2001, and I'm extremely dissatisfied with this service.

I also copied the Discovery Complaints email address (which was the only one listed on the website for Discovery Card) - *** On 6 January I received 2 emails from Discovery Health informing me that new Medical Aid membership cards will be delivered to my home address in Witbank!! Besides the below 2 facts, I am dumbstruck that Discovery’s Complaints email address is only linked to Discovery Health, and not to all Divisions (as is indicated on the website): - The email trail very clearly stated that the case logged is regarding my Discovery Credit Card - I moved away from Witbank to Cape Town 7 years ago, and updated my address online at the time. I responded as follows on the same day: Good day

Thank you for your email and the membership certificate.

The card that is referred to below is a Discovery Credit Card, not a medical aid membership card.

As per the email trail below, this case has been delayed since November, and I copied Complaints in the last email to escalate the urgency thereof. Discovery Card has all the information required for delivery.

My physical address is no longer in Witbank (for almost 7 years). I'm currently residing temporarily in Thailand.

Address:

Cammy Orren Sithammarat Suksa School Kindergarten Campus 1 Ratchadomnoen Road Thawang Muang Nakhonsithammarat 80000 THAILAND Delivery only Monday to Friday between 8am and 4pm Thailand. Mobile number: +***8

To date I have received no further response from either Discovery Card or Discovery Health / Complaints.

As mentioned in one of the email responses above, I have been a Discovery Health member since 2001, and a Discovery Card member for at least the last 10 years.

I am extremely unhappy with this lack of service and continued false promises. It is almost 2 months since I had to cancel the card due to the ********** transactions. FNB ***** Division finalised the case and credited my account within 2 weeks from 18 November.

I am completely shocked at why Discovery Card cannot deliver the same standard of service and professionalism. I am living in a foreign country without access to my credit card account due to Discovery’s lack of professional and timeous assistance.

I await an urgent response, failing which the matter will be escalated to Discovery Executives.

Many thanks