Sign up with GoogleMy credit card has been migrated from FNB to Discovery Bank (Actioned by Discovery Bank). After the migration was done I was contacted by a Discovery Bank representative and instructed to download the Discovery Bank app on my mobile in order to request a new credit card. This step was required in order to be able to continue using my discovery credit card, being managed by Discovery Bank going forward.
Prior to doing the above my card was managed by FNB, with which there were no issues.
Should my account have a balance, there would monthly be a minimum amount debited from my saving account which was a seamless process.
After doing as the Discovery Bank Representative requested I contacted Discovery Bank and inquired firstly about the interest rate displaying different in the banking app, as to what was offered when selecting a card. When I selected the card the selected interest rate was 16%, as can be seen with the credit agreement documentation, with a maximum interest rate of 17.75%, however in the app it is displaying 18.25%. At the time the feedback I got was that the interest rate showing in the app is a maximum interest rate that can be charged, then the feedback changed recently to that there seems to be something incorrect, but no one is getting back to me with what is going on.
After receiving the card I proceeded to activate it by following the instructions supplied along with the card. A few days later I tried to make my first purchase with the card to which the transaction was declined with a code '05 - Do not Honor' message. I had a look on the discovery banking app and noticed my account says 'Not in good standing' which is for obvious reasons concerning as I am meticulous when it comes to ensuring all my accounts are in good standing.
I contacted Discovery Bank on 0860112265 and first spoke to someone who had 'system issues' and requested that I hang up and phone back again. I did this and eventually got through to Mpho Matela.
I explained the above to Mpho, as well as questioned what affect this has on my credit report. No one from Discovery has informed me of any issues with a debit order going off on my account (which seemed to be the reason for the above). Surely this responsibility is with the bank who decided to migrate my profile. I also explained to Mpho that I was still unsure of where to transfer funds and only received my new card last week. She provided me with details of where to transfer funds upon which I have transferred the full settlement amount. Mpho promised me that she will raise the issues with the relevant departments, as well as find out about the effect on my credit rating, and get back to me on Monday the 8th of June.
I did not receive any calls from Mpho and proceed to attempt to contact the service department again. After multiple calls and speaking to multiple people no one is getting back to me. Chad Dolman, a representative of Discovery Bank, acknowledged that the bank has made a mistake when my account was transferred and the debit order was not set up again. I am still waiting to hear what the effect is on my credit rating, and what Discovery Bank is going to do to fix their mistake.
It is quite ridiculous that I have to phone the customer service line multiple times every day to follow up with a issue caused by Discovery Bank, and no one is getting back to me.
Any advice on what the next steps should be with this issue?
Prior to doing the above my card was managed by FNB, with which there were no issues.
Should my account have a balance, there would monthly be a minimum amount debited from my saving account which was a seamless process.
After doing as the Discovery Bank Representative requested I contacted Discovery Bank and inquired firstly about the interest rate displaying different in the banking app, as to what was offered when selecting a card. When I selected the card the selected interest rate was 16%, as can be seen with the credit agreement documentation, with a maximum interest rate of 17.75%, however in the app it is displaying 18.25%. At the time the feedback I got was that the interest rate showing in the app is a maximum interest rate that can be charged, then the feedback changed recently to that there seems to be something incorrect, but no one is getting back to me with what is going on.
After receiving the card I proceeded to activate it by following the instructions supplied along with the card. A few days later I tried to make my first purchase with the card to which the transaction was declined with a code '05 - Do not Honor' message. I had a look on the discovery banking app and noticed my account says 'Not in good standing' which is for obvious reasons concerning as I am meticulous when it comes to ensuring all my accounts are in good standing.
I contacted Discovery Bank on 0860112265 and first spoke to someone who had 'system issues' and requested that I hang up and phone back again. I did this and eventually got through to Mpho Matela.
I explained the above to Mpho, as well as questioned what affect this has on my credit report. No one from Discovery has informed me of any issues with a debit order going off on my account (which seemed to be the reason for the above). Surely this responsibility is with the bank who decided to migrate my profile. I also explained to Mpho that I was still unsure of where to transfer funds and only received my new card last week. She provided me with details of where to transfer funds upon which I have transferred the full settlement amount. Mpho promised me that she will raise the issues with the relevant departments, as well as find out about the effect on my credit rating, and get back to me on Monday the 8th of June.
I did not receive any calls from Mpho and proceed to attempt to contact the service department again. After multiple calls and speaking to multiple people no one is getting back to me. Chad Dolman, a representative of Discovery Bank, acknowledged that the bank has made a mistake when my account was transferred and the debit order was not set up again. I am still waiting to hear what the effect is on my credit rating, and what Discovery Bank is going to do to fix their mistake.
It is quite ridiculous that I have to phone the customer service line multiple times every day to follow up with a issue caused by Discovery Bank, and no one is getting back to me.
Any advice on what the next steps should be with this issue?
