Clueless Discovery Employees

I just walked out of the Discovery building in Sadton about 45 minutes ago or so very DISAPPOINTED at the disguting service I received. I never knew Discovery kept calibre of people with terrible service as I have always received a great one. Kevin at call centre based in PE and Nthabiseng based at Sandton Discovery gave me that terrible service.

On 18 Feb 2022, I accompanied my partner to Discovery in Sandton to collect her Discovery bank card. While we were there, she wanted us to request for our medical aid cards to be printed, they directed us to another department in the building. When we got there we were told that employees who can print medical aid cards for us were at Team Building but the lady we spoke to took our ID numbers and names to give to relevant people to print out the cards.

On Monday 21 Feb(I think it was Monday) I received a call from Discovery Sandton, from the same lady who took our ID numbers, she called to inform me that cards were ready for collection. I told her I would collect some time this week.

Today, Saturday 26th February, I went to Discovery in Sandton around 12:00 -12:30 to collect my medical aid cards. Security directed me to same place where we collected the bank card on 18th Feb. I got there and spoke to a lady by the name of Nthabiseng, I explained that I was there to collect my medical aid card, she was a bit confused,she asked for my ID card to make a call to enquire for me. She called the call centre I assume,spoke to someone by the name of Kevin, he said that he was based in Port Elizabeth. Nthabiseng gave me the phone to speak to Kevin as I wanted to ask some questions.

Kevin could not see on his system that my cards were ready for collection or where I was supposed to pick them up from. In fact, Kevin could not pick up anything about medical aid cards. I was firm with Kevin while talking, there was a point where he raised his voice at me saying he was trying to check for me. I told him immediately I did not appreciate his tone. I let him check, after what seemed like a minute, I told him to stop as he could not help him.

Hung up the phone and went to speak to Nthabiseng, I asked her why she called Kevin who is based in PE instead of asking me questions about the cards or who told me to collect or where I was told to collect from? I explained to Nthabiseng that someone called to inform me that cards were ready for collection at Discovery Sandton, Nthabiseng then told me the department where medical aid cards are collected from was closed on Saturday. I then asked her, why did she not tell me this in the first place instead of calling the call centre? Or why did she not ask me questions to find out who sent me to collect the cards?

I was frustrated because I drove all the way from Centurion.I was firm with Nthabiseng, firm in my tone but not screaming, Nthabiseng told me to lower my tone as I was making her uncomfortable. I DO NOT LIKE MAKING PEOPLE UNCOMFORTABLE so I told her I will stop talking to her if I am making her uncomfortable, she tried to continue to speak to me, I told her "NO" because I did not want to make her uncomfortable. You can ask any other Discovery employee who was present, I did not cause a scene, I did not scream, I was firm. If they are honest employees they will tell the truth.

Now, I walked out, went to the department where we left our ID numbers for our cards to be printed, I found it was closed. I went bank to where Nthabiseng worked, I spoke to another lady asking to see the manager, she said that the manager, Ashley was not in today. I asked to see second in charge, she said that second in charge was not in as well, very disappointing for Discovery not to have a leader present if customers ask to see one.

Before I left, I spoke to another lady, did not get her name, I asked her if she heard my conversation with Nthabiseng, she said yes. She even heard Nthabiseng saying I was making her feel uncomfortable. She said that Nthabiseng was at the back crying, I told her straight that "I do not care", as soon as she heard that, she walked away from me. Then I walked out as well.

What is wrong with Discovery not training their staff well? Please train your staff well so that they know what is happening. I cannot be told by one Discovery employee that my medical cards are ready for colelction at Discovery Sandton, when I get there another employee calls the call centre to speak to someone in PE who could not pick up on the system that my cards were ready collection. Get your act together Discovery.

I understand I went to Discovery Sandton on a Saturday, had Nthabiseng told me from the begininnig that the place were you collect medical aid cards is closed on a Saturday, I would have left a long time ago. We would not be here. Please Discovery Sandton, empower your staff with training. Thank you