Formal Complaint – Repeated Failure to Deliver Discovery Bank Card

Dear DSV Road Management, I am writing to formally escalate an outrageous and indefensible failure of service by DSV Road regarding the delivery of my Discovery Bank card. What I have experienced over the past week reflects gross operational incompetence, zero accountability, and a complete disregard for the customer’s time and commitments. On 30 March 2026, DSV Road contacted me to schedule delivery of my card for 1 April 2026 between 10:00 and 12:00. That delivery window passed with no delivery and no communication whatsoever. I had to initiate contact myself, only to be told that your systems were experiencing issues—an explanation that has since become a recurring excuse. The delivery was then rescheduled to 7 April 2026 between 10:00 and 12:00, confirmed via SMS. Once again, nothing happened. No delivery. No phone call. No update. I was forced, yet again, to contact your call centre, where I was provided with contradictory and frankly alarming information. I was first told my card had already been delivered, and then informed that this was incorrect due to a so‑called “system glitch” which resulted in the card being sent back to the warehouse. I was then verbally assured that delivery would take place on 7 April between 15:00 and 18:00. Mere minutes after that call, I received an SMS advising that delivery would instead occur on 8 April 2026—a direct contradiction. Unsurprisingly, I had to call again to establish what was actually happening, at which point I was “assured” that delivery would be made on 8 April between 10:00 and 12:00. To be clear: Because of DSV Road’s repeated failures and inability to honour its own commitments, I have had to cancel and rearrange client appointments on both 1 and 7 April, causing professional disruption and reputational embarrassment on my side. At no point did DSV Road take responsibility or proactively communicate — I had to chase every update myself. This experience demonstrates:

Complete failure of communication Inconsistent, inaccurate information from call‑centre agents Unreliable systems Utter disregard for the customer’s time and livelihood

This is not a minor delay; it is a systemic service breakdown. Quite frankly, it is unacceptable that a logistics provider representing a premium brand like Discovery Bank operates at this level. Your performance reflects extremely poorly on Discovery, and I sincerely hope they are made fully aware of the reputational damage DSV Road is causing on their behalf. I expect:

A clear, written explanation of how this failure occurred Immediate confirmation of when the delivery will actually take place Assurance that this matter has been formally investigated and escalated internally

Should this matter not be resolved promptly and professionally, I will have no hesitation in escalating this complaint directly with Discovery Bank’s executive team and pursuing further formal channels. Regards,