DB policy: can't fix the problem, just close the case?
Instead of fixing their mistake, Discovery Bank rather 'closed the case' (#**********) and communicate their unilateral decision by email - I kid no not! [Read: who is the client in any case - only one of 375000 odd?]
After giving instruction that a TFSA be 100% transferred to another institution, a Discovery Bank 'banker' forgot to include the interest up to the date of transfer and hence kept the account active (with the interest that should have been transferred) and suggested that the client take the knock for their mistake by having the interest transferred to a DB savings account (and in the process lose out when the amount is deducted from the lifetime contribution permitted to be invested in a TFSA; do these 'bankers' have any detail knowledge of the products the bank offers?)
Email sent by DB indicates that they failed to make contact; however, the phone in question did not reflect any missed calls - tough to be unscrupulous in an electronic age.
Good luck in growing a client base with such service levels.