Terrible Service - refund enquiry

As someone who has worked in the inbound customer service industry for over six years, I am genuinely shocked and disappointed by the excessive hold times experienced when trying to reach your consultants. This is not only frustrating but also raises concerns about the effectiveness of your quality assurance processes.

I recently logged a case involving ***** on my account and have been waiting for a refund. To date, it appears that the case has not been attended to, which is extremely concerning given the seriousness of the matter.

I had been considering switching all my banking services to Discovery. However, based on the poor customer service I’ve encountered thus far, I am now seriously reconsidering that decision.

I would appreciate it if this issue could be escalated urgently and if someone could provide a clear update on the status of my case.