Horrible experience with Chelize Prinsloo

Rather disappointed and frustrated that I need to be doing this, but I changed my Discovery RA amount through 1.618 in June 2025. And since then, they have double debited my account with the same amount for two consecutive months. I raised the issue on both occasions with Chelize Prinsloo who’s Travis’ PA, and was informed that they had incorrectly loaded my husband’s bank details on the wrong client’s profile, which makes absolutely no sense because why was MY account then debited and that in itself would be a massive redflag because why aren’t bank details changes being validated by the system or by Compliance?! I have requested to be transferred to someone more senior or whoever is dealing with this issue Discovery’s side, and have been met with resistance for some reason!

The second debit order was deducted from my account on the 1st of August and I was told in the same week that a refund had been logge. I am writing this on the 19th of August and neither has the refund been made to me, nor has Chelize Prinsloo contacted me to let me know what the delay is. I am at my wits end with 1.618! I have worked with Travis for close to 10 years but my interactions with his PA have unfortunately had me looking to end my relationship with 1.618 and Discovery, which is the last thing I wanted to do but have been left with no choice. This type of negligence could easily become extremely problematic in the future and I simply cannot risk that.