UNFAIR CLIENT EXPERIENCE

Dear Discovery Bank Team,

I am writing to express my deep dissatisfaction with the service I have received regarding my recent Discovery Bank account application. For the past five days, I have been attempting to resolve an issue after my application was declined due to affordability concerns.

I fully understand the initial decision, as it was based on a previous FNB loan of R250,000 — which has since been fully settled. I have submitted all relevant documentation to support my appeal multiple times; however, it appears that my submissions have not been properly reviewed. Despite numerous follow-ups and calls, I have received no meaningful feedback or resolution. I was informed that the matter would be escalated to the Credit Advisory Team, yet no progress has been made.

As a loyal Discovery client with multiple products under your brand, I expected a far higher level of service and efficiency. Unfortunately, the experience has been extremely disappointing and unprofessional.

Given the lack of assistance and poor client service, I request that all my Discovery products be cancelled and that my accounts be closed with immediate effect. I no longer see the value in maintaining a relationship with an institution that does not prioritize its clients.

This experience has been unacceptable, and I will be moving my business to another financial institution.

Kind regards,