Subject: Discovery Bank – Empty Promises, No Accountability, Loyal Clients Left Stranded - ***

I am beyond frustrated with the level of service I’ve received from, Discovery bank - a bank I have supported since it's launch in 2020. What should have been a simple duplicate transaction dispute has turned into an exhausting process of chasing, following up, and being met with silence. On 31 March 2026, I spoke to a consultant who clearly stated that since the 9-day waiting period had passed, she would proceed with disputing the transaction on her side, (SPAR Retail).The previous consultant, Thando whom I spoke to the day before didn't notice this and this consultant even remarked about it. That gave me some confidence that the matter would finally move forward. Since then? Absolutely nothing. No update. No confirmation. No communication. This lack of follow-through is unacceptable — especially from a bank that positions itself as innovative and client-focused. To make matters worse, on 27 March 2026, I was on an in-app call with a manager named Kate. During the call, she went completely silent and never returned to the conversation or followed up afterwards. That level of unprofessional conduct from someone in a managerial role raises serious concerns about internal accountability and leadership standards. At this point, I am doing all the work — chasing updates, coordinating between bank and merchant, and trying to resolve something that should have been handled efficiently by my own bank. For a digital bank that prides itself on service and innovation, this experience has been the complete opposite: poor communication, lack of ownership, and zero urgency. Loyal clients should not have to fight this hard for basic assistance. I now require urgent intervention and expect: Immediate confirmation that the dispute has been formally lodged Clear feedback on the current status of the case Accountability from both the consultant involved and the manager who failed to handle the call professionally If this matter continues to be ignored, I will have no choice but to escalate it further. Right now, the service I’ve experienced falls far below what any banking client should accept. I remain DISGUSTED!!!