Always Passing the Buck

THIS IS A COPY OF WHAT WAS POSTED ON DISCOVERY BANK's Hellopeter PROFILE. IT SEEMS LIKE A GREAT OPPORTUNITY TO SORT OUT A QUIRK IN YOUR SYSTEM AND GENERATE MORE INCOME... but this isn't for a call centre agent!!

After reading below, it would be a good idea to listen to the telephone conversation with Xola Zonka - a fine chap who couldn't even pay attention and definitely not offer any help...

There is nothing sadder than when an employee fixes something “quickly” - and ignores the root problem only to have it happen again.

OTP’s in my case seem to be working fine with only one specific exception that I know of:

TAKE – A – LOT: ONLY WHEN CHECKING OUT AND OPTING TO PAY WITH DISCOVERY MILES, THE DISCOVERY OTP DOES NOT GET RECEIVED

The reason that this client is getting more and more unimpressed with Discovery Bank is that anything that is even slightly out of the ordinary is shoved from pillar to post with NOBODY taking charge and, in most cases, the client isn’t even updated!!

A Take a Lot debacle of the same nature took place in Feb and without any signal of professional attention from DB, it was easier to buy the product [a printer] someplace else.

The IDENTICAL thing happened in the last day or two The Take-a-Lot order # is ***

• Pay with Discovery Miles • Wait for OTP • OTP doesn’t arrive • [tried a few times]

On calling Discovery Bank, I was told that it would be put through to another department who would revert.

Despite the holiday weekend, I never heard anything – as usual.

Take a Lot cancelled the R 5,000./ order that “hadn’t been paid for” – the one that I spent at least an hour putting together.

THAT understanding, respect for, and appreciation of customers’ time is non-existent. Not a brand that is nice to be associated with.

It seems that currently, Discovery is pointing this customer to Take-a-Lot to resolve and Take-a-Lot is pointing this customer to Discovery to resolve.

How is that in the customer’s best interests?

It makes one think:

“DO YOU WANT TO WIN OR DO YOU WANT TO RESOLVE THE ISSUE GOING FORWARD??”

For the client this is not exclusive to Take-a-Lot nor to Discovery Bank. It is clearly something that Take-a-Lot and Discovery Bank need to get together on so that Take-a-Lot makes money, Discovery Bank makes money, and the client has a good experience that keeps her/ him coming back ~ agree?

FURTHER INFORMATION THAT MAY BE HELPFUL:

A completely separate order was placed with Take a Lot a short just before the above debacle; as follows…

Order #*** - 16 Apr 2022 Paid with my same Discovery credit card [9331] – OTP received – no problems!