very very inefficient service

I had/have an account, long story short: I wasn’t using account so it went into arrears, I paid off the account and tried to reinstate it, so I can use it again, it couldn’t happen, I requested account closure so I can get my excess funds 7 days ago, it has taken a whole week, even today as I write this, account is still not closed…that means my funds are trapped there. I call every day to get this resolved. Some thing as simple as updating my details and change numbers, still hasn’t happened, this was requested 7 days ago, every time I call i have to do a manual verification, and I still request these changes.

Call center agents cannot help, I have tried escalating at every turn, no luck, I lodged a complaint, even the “Executive” relationship manager, she did not even apologize. Team leaders cannot assist (some try shem). When i do call, the notes are there what i requested, but they are not actioned and no one can tell you why.

Some unsolicited advice, don’t bank with Discovery bank unless you are sure you wont have issues on your account, it would seem they are not ready to be an online bank, if you are going to limit ppl from accessing your services physically you should have systems in place that allow customers to resolve issues in a very practical time, not 7 days or 2 weeks. no one can live without access to their bank or funds for that long.