Tedious Cancellation Process

If it was not for the 3rd call center agent I spoke to today, this rating would have been one star "Bad Service". Here is my story changing it to 3 stars as Discovery Bank might be able to use it to improve their "fancy" system...

I have been struggling for more than 6 months to close a Credit Card Account that was transferred from FNB to Discovery Bank as part of my Discovery portfolio. I've sent emails, made calls, then someone managed to convince me (regrettably) to stay on until the transfer happens to Discovery bank and they will wave the cost. Cost were waved for +/- 4 months. Thank you for that.

My Discovery Bank experience was very frustrating to say the least. Firstly you are not able to correspond via email to ensure your have written correspondence. You need to call a call center... They have some fancy phone system...Takes you about 5 minutes just to work through the options and a OTP verification process to get to the correct department before you can actually speak to someone. Thereafter they have yet another OTP verification process...which sends delayed OTP's to your cell phone (FYI - I'm connected to MTN and always received top network service from them at the location I phoned from). Needless to say, by the time I get the OTP as an sms, the automated message kicks in stating "Failed Verification" and the agent cannot access my account. Now...I need to answer verification questions manually (which I red the answers from the Discovery web site on my portfolio, however verification failed...TWICE...) (By the way - I did have the account number, and my ID, etc. etc. at hand).

After each failed attempt, you need to call back and for through the 5-8 mins process again to get to speak to an agent. How ridiculous is that? I only wanted to cancel an unused account I do not even have a card for and paying monthly fees on!!

After I refused to call back and insisted to stay on the line until the matter is resolved, I eventually got transferred to a very friendly, helpful agent by the name of Nicoline. She managed to verify my details successfully and at last I have confirmation of "Cancelation in Progress". Let's see if the R2.24 service fee accumulated for 3 days in Feb gets waved at least.

@Nicoline - I am so sorry that I accidently ended the call after you have asked me to stay on for a rating! Thank you for calming me down and resolving the matter successfully. You are a great asset to Discovery Bank!

To the two other agents who said they cannot do anything more for me - There is ALWAYS a solution! Customer Service is the key in the banking industry even if a customer wants to cancel a service, who knows when I need another bank in future...