Shocking service!

Good day Complaints,

The above-mentioned account has almost been an issue since the start.

Initially I approved a debi-check on my Nedbank account for the monthly finance amount. Unfortunately my Nedbank account got hacked the week thereafter and I phoned in to your company to request that the debit order be switched to my Discovery account. (20 Oct 2024)

The first installment was debited correctly from my Discovery account on the 01/11/2024.

Thereafter it has been a constant struggle in phoning your company to resolve the matter. The next month it went off on the Nedbank account again...... After direct instruction to your company that the Discovery account must be debited. (Debit order: 02/12/2024)

Luckily, we had resolved the issues with the Nedbank account by that time, but the only funds we had in that account, was in an overdraft. So your company started costing us money from then on.

We phoned in again for the second time (03/12/2024) and we were promised that come the next debit order, it will be fixed and back on the Discovery account.

This was a debit that was supposed to go off on the 2nd of January 2025. Needless to say, no debit was taken and I phoned your call center twice to ask what is happening and I was suddenly informed that you had a system migration and that was causing the issues.

The consultants even went as far as to say that your company never received the Dec 2024 payment and we had to send proof thereoff which we did and it was allocated..... (This was strange to me, you took the debit order but you didnt even know that you did.....) No wonder the name Marquis.....As it refers to a big tent normally used at a circus venue..... The way you deal with customers is also kind of a circus so the name fits.....

On the 9th of Jan 2025, I made a manual payment from my Discovery account where you were supposed to debit from and sent through the proof of payment.

I got an email on the 10/01/2025 confirming that my payment was received and allocated and that every is sorted out, my account is up to date and the next debit will come from the Discovery account.

To my frustrated surprise, another debit order was taken from the old Nedbank account this morning again resulting your company putting me in an overdraft...... (Can you believe it because I cant.......)

So this means I have paid twice for the car in January 2025 and this after your company confirmed that all is in order. January is generally not a good month for everyone and somehow your company thinks it's a great time for me to pay twice.....

I phoned this morning and spoke to a consultant whom I again advised of the above-mentioned issues. This only to hear from her about the migration issues again and the shocking news that the Nedbank account details are on system as well as the Discovery account.

She advised that she will send this to the "IT" team but I am sure you will understand that I wasn't buying any of this information as I have been through the same old story 6 times now......

It seems like your company just doesn't know what they are doing, you don't know how to fix debit orders and make account changes. The one hand just doesn't know what the other is doing.

If this happened once of twice, one could still understand issues and system errors but ongoing is absolutely unacceptable.

Also, when speaking to the consultant this morning, I gave the phone to my husband to express what I how I was feeling. Although the call includes serious foul language, we would like you to go and listen to the call to hear to what point of frustration you push clients to.

I don't want to call it service because your company doesn't know what the word "service" means.

It is truly unacceptable and we will go back to the dealership to request them to move the finance to another company.

We will also report your company on all digital platforms and list an additional complaint on Hello Peter. Please also provide me with a reference for the complaint as I want to report your company to the banking ombud.

Its something basic and your company just cant get it right.

If you would like to contact me regarding this matter, you have my details on system, but I have listed it below as your system can't be trusted for anything it seems......

"RECORD OF COMMUNICATION" Phoned 20 October 2024 - Change bank details. Phoned 3rd of December 2024 - To say it went off the wrong account Phoned 18th of December 2024 - To confirm of the correct Discovery account was on system for January's debit order. Phoned 6th of January 2025. - To say no debit was taken from any account Phoned 7th of January 2025. - To here when the debit will be going off Phoned 9th of January 2025. - To tell your company that I made a manual payment Phoned 11th of January 2025. - To complain about all of the above and to say that you debited the wrong account yet again,.