Pathetic authentication process, no supervisor on duty and massive inconvenience caused.

I cancelled a Discovery credit card this evening and need a new one issued, but this was denied to me telephonically.

The authentication process needs to be changed for the better - please listen carefully to the amount of questions that were posed to me during the call (ref: RK ********** 3777). The amount of questions more than sufficed to ensure that it was the correct person on the other end of the line, i.e. myself, the cardholder. I was not able to amend an answer to a question which means that I got two questions "wrong" instead of one, and according to the operator, a "fail" is two incorrect answers (despite me wanting to amend my answer - who realistically knows what the limit on their budget account is if it is, quite literally, never used).

The service was overall pathetic given the amount of questions that were asked from the very beginning (i.e. not just related to the authentication process) and how long the process took. It was also shocking that the service center operator was not able to tell me how I could provide feedback or lay a complaint! I requested to speak to a manager or supervisor but was told there was no-one else to speak to, which is just as appalling.

By not helping me, and forcing me to go into a branch (even though I technically passed the authentication process), you have caused a massive inconvenience and by no means have assisted me effectively as a client. I have no time or means to visit a branch during the week and I find that the operator provided absolutely no client "service".