Refund

To add context to this matter.

My initial call was on the 10th of Jan where I was requesting that my MSA be refunded:

• I was intially told this takes 4 months after refusing this statement I was advised that there is a process that allows payment to be made in 2-3 working days.
• However I was then advised that the banking details on the system are incorrect.
• I was advised that I would need to change my details and then submit the request for a refund. I further advised I was not going to call back and they should do this at the same time. I was assured that this would actioned accordingly.
• I sent through the required forms only to be told the next day that both signatures on page 3 of 3 need to be there. Bare in mind your form clearly states: " Please note that you do not have to complete the medical claims refund section, if you have indicated in the debit order account
  section that the same details should be used for claims refund purposes."
• I still went ahead and signed the document only to get another email hours later advising of the same (is this a result of your team not checking mails or a delay strategy?) I had to now send an image showing I signed the documents.

On Monday I called to check progress as the money hadn't reflected in my account as per the 2-3 days turn around:

• I was told because there was a hold on the account due to the bank changes.
• I was assured this would be escalated and will get feedback in 24 hours this didn't happen hence why I called again on the Tuesday 17th November.
• I was reassured that funds would be released soon, again this didn't happen.

On Tuesday I called again to understand what was happening, now here things get intersting:

• Now turn around times have increased to 7-10 days.
• Again after a lengthy argument the matter was "escalated to Finance again" as what was causing the delay is that they still needed to verify my bank details. Bare in mind I got an email confirmation stating my details have been updated which I'd assume they were verified.
• The leader promised to call me today being Wednesday the 18th feedback. I am sure you figured it out the call didn't happen.

Wednesday 18:

• I called back as I received missed regarding the matter and requested I speak to the individual (Kekeletso) who was assisting me I was she was on a call and would call me back by 14H15.
• Again the call was not returned.
• I called again at 15H00 where I spoke to advisor who placed me on hold for over 8 mins with feedback.
• I requested to speak to a manager of which the above mentioned he would get him only to be left me hanging again no on called back as promised.
• The call was then escalated to the leader, who was trying to manipulate to understand that it takes longer. The call was escalated further only to the CRM I think that what they called.
• I was told about batches and query runs
• So because Discovery wants to make bulk payments we have to suffer due to the fact that you don't want to incur bank charges.
• However when taking funds you don't use a bulk approach and I am also should have I missed payment I would not covered. Would you be willing to wait the 7-10 days or the 4 months for payment?

This is a summary of the events, you mentioned all calls are recorded please go back and listen to them.

I just want my funds to released and paid back into my account. I was told this process takes 2-3 days and a week later I am still chasing this. I am expecting this to be reflective in my account by Friday. I am not even going to start about the time and airtime I wasted.

Your team takes no accountability, you would swear they not the face and voice of the business.