Thieving Discovery Bank Punishing Customers with Poor Process

Impossible to get insight from Discovery Bank into account closure and refund progress. Clearly there is an issue, but gaps in internal systems and siloed departments mean there is no way for me to understand what is happening or why it is stalled.

Recently triggered a request to close my credit card account with Discovery Bank which also involves needing a refund to be issued for the positive balance. I have comp**** with every ask from the collections team and been met with inefficiency and complete disregard at every step of the way. I was asked twice to provide documentation that I had already provided which initially stalled the process, and have had my account locked and unlocked 3 times since then.

Nearly a month later and my account is now neither closed nor accessible; effectively blocking access to my legitimate funds.

I have followed the directions on logging complaints – including referencing the case number ***. The complaints department has not so much as acknowledged my communications. I even went so far as to peruse the entirety of the terms and conditions for my account which clearly outlines both the process they should be following for closure and the process for complaints; neither process is being adhered to by the bank themselves.

Every time I reach out to the collections team they tell me "the request has been sent to the product operations team and is in progress". When I ask for clarity on what that means and whether they can provide feedback from the operations team, they tell me that they will need to escalate. I ask for escalation and when I call back, no one has record of the escalation or any new / meaningful feedback for me.

At this point, I am compiling my evidence to lay a formal complaint with the NFOS. Would be interested to know whether anyone else has had any real success with a similar case.

Deeply frustrated and now very likely to move my transactional account away from the bank as well.