Disappointment

I have been a member on Dicsovery and back in July 2018, I have to change membership. Since I use the same ID and contact number, I was unable to register online and my two entities had to be merged. Over a single call, that was done. The call took me less than 25min.

Due to some unforseen circumstances, I was obliged to terminated that account and I activated a new one. Again, with the same ID and contact number, it is crucial to have them merged again.

I have called Discovery on February 2nd 19 to report this, but since it is a Saturday, I understood the department is closed and they at least emailed them my request. I called on Monday 4th February 19 and I obtained confirmatioin my request was sent and will be resolved within 2 to 3 working days. So normally by Friday 8th February 19, my problem was supposed to be resolved.

Right now, I have already made more than 7 follow up calls, one side they promise me it will be resolved within 2 to 8 hours, and the other side 2 to 3 working days. I have spoke with a team leader who mentioned my request has been escalated, I will receive a call back within 2 to 8 hours but that was last week Wednesday... I am trully disapointed to obtain such poor customer service, especially when TEAM LEADER and ESCALATION DEPARTMENT are involved.

Reason why I am rating 1 star.