Paying for a service you dont have
Ever since the credit card administration has moved from FNB to Discovery Bank I find the user experience is pathetic. On 3 Jun 2021 my card declined twice whilst shopping at a mall. I called the Discovery Credit Card number to get assistance, I was told my card was locked due to inactivity. I logged the call to unlock and also questioned why am I paying monthly fees if my card is not available to use. The lady gave me a reference number and confirmed my card will be unlocked in the next hour. After waiting almost 2 hrs I attempted to swipe the card again but to no avail. Calling the credit card telephone line again the recorded message said they were closed and I should call during working hrs.
I logged this call on 3 Jun, even tried to use my card later in June whilst grocery shopping and then once for an online purchase but each time it failed. No one from Discovery bank called me about the issue logged so I had to call back end of June and again request escalation. I found that I had to remind them about the call logged, give them the reference number as they did not have visibility of this on the system. I was told this has been escalated and they will get back to me. Still no one got back to me so I called again. During the daily calls I have been doing to follow up I have been told the card is locked due to inactivity, then I get told the card is inactive. It looks like no one even knows why the card is not working. One lady showed me how to go to the website and activate the card but both attempts failed. She then suggested she has now done something on her end and I should log out and then log in again and try but was still not successful. I have given up trying to get the card working. Following up on the reversal of fees, I mean why pay fees if I do not have the facility/service. For this also I have to do all follow up calls. I am told 'No the fees will not be reversed as the card is lock due to inactivity, in fact I have a reminder that I should pay fees for this month. I still cannot use the card. On the 7 July I was called by another Discovery dept, and the guy wanted to arrange with me to drop off a new card. I received this card last year so what is wrong, On the 8th July I am called by another sales person. To date for a call that was escalated on 3 Jun there has been no resolution. Each time I call to follow up on the dispute I get told it is escalated. I am beginning to question the definition of escalation. If I pay the monthly amount even a day late Discovery Bank is quick to penalise but they cannot even uphold their end of the service. More than a month since the call was logged and still no resolution.