Discovery,

I had to submit a claim for a dentist visit.

I received a message from Discovery confirming that my claim will be paid out on the 9th of February 2018.

Today it is the 15th, a good week after the money was meant to reflect in my account. I called Discovery to find out what was going on.

Oh no ma'am the money was paid into your ABSA Account but it says that account is closed ---> I closed that account two years ago and updated it to my new Bank.

When I told her this she asked me what boxes I ticked on the form I filled out to change my details---> Are you serious? On a form I filled in two years ago to change the banking details of an account i am about to close??? I don't remember!!! Also why would I not "Tick all the boxes" I was closing the account.

Well ma'am those details haven't been changed so you must not have filled out the form correctly

How in actual EF did this become my fault because of either a flaw in your system or a lazy as EF employee who couldn't bother to just update my details entirely throughout the whole system.

So let me get this straight - you had updated the banking details so that I would still be able to pay you, but you couldn't be bothered to change the details where you need to pay me? I see.

Essentially the consultant told me it was my fault. Not even an apology, sorry for the inconvenience, none of that.

I had to force it out of her. I am the customer and I had to force a non-sincere, stupid apology out of a consultant who couldn't give two ****s.

Basically the flaw in their system did not update my account details properly. They did not inform me even after the payment bounced back - I had to call them to find out what was going on, why had I not received my money yet. When questioned about it, they told me it was my fault and I had to drag out of her how to fix the problem. And then the system was down so she couldn't fix the problem.

So No thanks to Discovery my banking detail are updated and I still don't have my money or a sincere apology.

You have no idea how far REAL empathy goes - And there is no one lacking in it more than Discovery. Always non-responses that don't really address your problem but floats over it with non-nonsensical words that they hope will appease you in a very polite manner, a superficial Stuff you - there will never be an apology, or a "I am sorry for the inconvenience this has caused" or a how can we fix it? None of that.

I am so sick of you, Empathy and a Little bit of Effort goes a long way. Discovery, you have none of it.