Unfair adverse credit card listing

It all started on 15 January 2023 when I realised that loading a banking app on my new phone was not as straight forward. I thought I was tired after a long day and I was going to try again the following day. Instead I transferred an amount of R2000 into the Discovery Savings account in order to transfer into the credit card account. After trying to setup the app again yet another failure to load the app on my phone on 18 January I called the bank call centre, stated my story, arranged a debit order for the following month and requested the agent to please transfer an amount of R2000k from the savings into the credit card. A very helpful agent assisted and I enquired if this late payment will not affect my credit record and she said NO.

After about a day I received an SMS reminding me that I have not paid my credit card account. I called the contact centre to enquire about this SMS when I have actually paid more the required minimum payment f R189. After some investigation the agent advises that the system has not recognised the of R2000 and advised not to worry and ignore the SMSs. The following week I’m still receiving the SMSs and AGAIN I call the contact centre to advise that I am worried about these SMSs and the impact on my credit record. AGAIN the agent together with supervisor advise that I should not be worried and my account was being sent for what they termed a “cleanup” and I was promised that all will be sorted out by the following Thursday because the “cleaup” take place on Wednesday nights. SMSs keep coming I call again; this time I am told different story that I must pay the R189. Paying the R189 is not a problem but the problem is that I am now advised that the agents cannot assist with the inter transfer. That is news to me because I was assistant on 18 January with this request. I should mention that the app setup is long story because my original phone was damaged and was just too expensive to repair. I called the contact centre every other day without any assistance. Often the agents would drop my call.

Eventually I wrote an email to complain, a senior executive who was handling my case after about two weeks eventually resolved my case.

Out of habit I checked my credit record BOOM Discovery Bank recorded the missed payment for the month of January. AGAIN I write to the senior executive who resolved my case. The bank then request proof of the listing from ME, which I provided. Days later I received a call indeed the bank is advising me that they had every right to add the adverse listing on my name because my payment was two days late. I explain that I had issues with the app and I was the ONE who contacted the bank to state my story and paid. The bank will not change the adverse listing even though I was promised that won’t happen on numerous occasion.

This then means, as a Discovery bank client I am not allowed to be human, have a damaged phone or struggle with their APP???? Initially I wanted to close the account but decided not to until this issue is sorted out. For years I maintained a clean credit record the Discovery Bank decides to unfairly tarnish my credit record because they can. This matter should be investigated, all the phone calls that I have made be listened to and my credit record be cleaned, lastly this bank should acknowledge that my case was not handled properly.