Disgusting customer service

So all I wanted to do was to make a simple debit order date change and according to Discovery I need to do it 6 days before the current debit date, which I did do. I couldn’t get hold of anyone on the phone as the system only sent me an OTP once I dropped the call.

I tried the Whatsapp line and was in the queue for 15min when Bongiwe eventually answered and after very long periods in between replies she called me stating they’re having system issues and that her messages don’t seem to be coming through to me. After I told her that I would like to change my debit order from the 25th to the end of the month or the 1st day of the month as my new employer only pays me on the 2nd last day of the month.

She started explaining the process but it didn’t make much sense to me, when she also said she had explained something incorrectly. At some point I got irritated, and said as much, and asked her to speak to speak to a supervisor. She put me on hold and after for being on hold for just over 10min, give or take, someone else answered the phone. I could hear that this wasn’t the same person and then asked her who this is and what it means for my request and all of a sudden it was her voice again.

At this point I was LIVID as you’re wasting my time and not once while I was on hold did she refresh me or come back to the call to say that she is sorry it’s taking so long. My tone of voice became very firm at this point as now I am just plain ****ed off, I was firm with her yes but to my knowledge I wasn’t rude and then she put the phone down in my face!!!

This is really disgusting customer service from a company that is supposed to be one of the best and longest running in the country.

Date: 16 October 2023 Time of WhatsApp: 14:12 - 14:49 Time of call: 14:50-15:20 Time on hold: +/- 10min