Unresolved Refunds & Poor Follow-Up from Discovery Bank

I am extremely disappointed with Discovery Bank’s handling of two refund issues that remain unresolved to date.

In May 2025, I made a payment to Payflex using my Discovery Bank account. For reasons that were never clearly explained, the payment did not reach the merchant. I was forced to use another bank to settle the payment with Payflex. I contacted Discovery Bank at the time and was assured that I would receive a refund within 28 days. This refund never materialised.

In late November 2025, I was expecting a separate refund from Checkers Sixty60, which I also did not receive. This prompted me to realise that I had still not received the Payflex refund from May.

I contacted Discovery Bank again on 11 December 2025. During this call, I was told that:

The Checkers Sixty60 refund had already been paid (which is incorrect, as it never reflected on my account), and

The May Payflex refund would need to be investigated because the initial call logged in May was not captured on their system.

An investigation was supposedly opened under reference number: ***8. To date, I have received no feedback, no updates, and no refunds for either transaction.

This experience reflects poor record-keeping, lack of accountability, and extremely weak customer follow-up. For a bank of Discovery’s stature, this level of service is unacceptable. I am still out of pocket months later, despite following the correct channels and being repeatedly assured that the matter would be resolved.

I would appreciate urgent intervention, proper communication, and confirmation of when these outstanding refunds will finally be processed.