35-Day Black Hole: Gross Negligence and System Mismatches

I started this process through the Discovery Bank App on 23 April 2026.

Today is 28 May 2026.

Still no formal quotation received.

This has been an absolute operational disaster from SA Home Loans.

The original consultant went on leave and my file effectively sat abandoned for weeks with no automated handover, escalation process, or backup consultant assigned. I had to constantly chase updates myself.

I received virtually zero communication throughout the process.

Consultant Kevin only contacted me after I escalated the matter multiple times through the call centre, and this only happened this week for the very first time. I even requested additional line management intervention and still received nothing but radio silence.

Then the phantom queries started.

Kevin suddenly claimed my employment contract “ended in 2022.”

The problem? The year 2022 does not appear anywhere in my contract.

I have been permanently employed since 2020, and SA Home Loans has had months of bank statements clearly showing consistent salary payments from my employer.

I immediately sent proof disproving the query at 13:00.

Since then? Total silence.

Due to SA Home Loans’ administrative incompetence, delays, poor communication, and apparent lack of basic document assessment skills, this process has become unnecessarily frustrating and exhausting.

In virtually any other customer service industry, this level of service would seriously damage a company’s reputation.

Shame on SA Home Loans, and shame on Discovery for partnering with a company that appears to have no understanding of basic customer service or communication.

Avoid SA Home Loans completely if you value communication, competency, or operational efficiency.

If negative stars were possible, I would give them.