Pathetic Service From Call Centre Staff

I called the Discovery call center on 18-06-2019 @ 8:19am. The call lasted 11min 58sec and my query was not resolved. I spoke to Valentina who in my opinion is the most useless and inattentive agent that you have answering the phones. She also greets me in Afrikaans when I know my profile is in English. I needed to confirm that Discovery had my new banking details captured correctly as the app does not give the 1st digit of the account number when it starts with zero even after updating it. I told this to Valentina and she tells me to use the app to update the details if its incorrect. HELLO !!! I just told you that I have tried that. She also stated that she was only able to see the last 4 digits on her system. I then asked to speak to a supervisor. Clarissa Narainsamy comes on the line telling me to email my bank statement with ID and a form to have my banking details updated. This will take 3 working days. So much of an inconvenience for them just to confirm that the details is correct so that I can submit a claim. She as well tells me that they are unable to confirm if my details are correct. I then receive a call from Clarissa at 13:15 stating that she did not receive my documents which I did not send as i do not have the time to go to a bank as well as get a certified ID copy. She then tells me that her teamleader can confirm my account number. I then advised Clarissa that I requested for a teamleader when I called earlier and she came on the line. Now we have agents imitating teamleaders stating that they are Service specialist that deals with escalated queries. READ THE CPA. THE CUSTOMER IS ENTITLED TO SPEAK TO MANAGEMENT WHEN REQUESTED. This could have been resolved @ 08:19am. Very disappointed with the service.