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Seranne H

1 reviews | Active since May 2015

24 Nov 2020, 09:38

Suspended my credit card for a week without notice just to get new Fica documents.

I need my Discovery credit card for various important appointments this week but I woke up to an SMS saying my credit card (which I've had since June) had been suspended and details of why would be emailed to me. No details were emailed to me, so I phoned in to find out what was going on. It turns out they need new FICA documents. Instead of informing me of this requirement ahead of time so I could provide them the documents immediately, they go ahead and suspend my credit card without notice, leaving me without any ability to pay for the appointments that I booked for this week that I had to book weeks in advance. Now I'm told it will take several days to verify my FICA documents and reactivate my card, leaving my card suspended for the rest of this week. Now I have to cancel all my appointments and rebook all of my leave for later on this month because I have no way to pay for any of the appointments because my credit card is suddenly suspended without any kind of notice. Unbelievably bad service and a terrible way to deal with customers. Why are you treating me like I've done something wrong without even giving me the chance to coorporate with you upfront and provide you with the documents before suspending my credit card? I will now be opening another credit card with another financial facility to make sure I never have to cancel an entire weeks worth of plans again. Rest assured your terrible customer service will have cost you my business in future as I cannot trust that my Discovery credit card will be functional when I need it the most.

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Replies (5)
Discovery Bank
Discovery Bank's reply24 Nov 2020, 10:17
Official
Hi, Seranne

We sincerely apologize for your recent experience with Discovery Bank, and hope that you can grant us the opportunity to prove that there are better experiences to be had with us. Kindly provide us with your correct ID number we are unable to pick up your details with ID number provided. Regards, Discovery Bank.


SH
Seranne H's update24 Nov 2020, 10:31
Reviewer Update
I did phone Discovery Bank first thing this morning, where I was told that I needed to submit my fica documents, which I did email in. I then phoned back again, which is when I was told it would take up to 4 days to reactivate my credit card. I don't see why phoning them yet again will achieve anything when I was already told I basically "Sorry. You'll just had to wait several days for it to be reviewed and approved."
SH
Seranne H's update24 Nov 2020, 11:15
Reviewer Update
I see that's a different number to the one I phoned twice already. I've phoned that new number provided, and resubmitted my documents to a different email address.
Discovery Bank
Discovery Bank's reply24 Nov 2020, 12:31
Official
Hi, Seranne

Thank you for submitting your Documents our FICA Department will then assist.

SH
Seranne H's update25 Nov 2020, 06:56
Reviewer Update
You seem eager to assist me. Unfortunately nobody else at your bank does. I submitted my Fica documents the first time at 8am yesterday. I submitted them again to a different address at 11am yesterday. I spoke to Craig at the number you gave me. He said he'd phone me back later yesterday. He didn't phone me back. This morning my accounts are still frozen. I can't pay my internet supplier, and I had to cancel all of my plans and appointments for today and beg them not to charge me late cancelation fees. Your bank's ham-fisted approach to holding my own money hostage to demand my Fica documents (without having the decency to notify me to submit them first) and then taking a lazy approach to reviewing and accepting them once I've submitted has ruined my entire week of leave and forced me to apply open another bank account with FNB just to ensure that I will be able to pay my bills and access my own money when I want it. You said you wanted another chance to improve my impression of you. So far, it's just getting worse.