Bad service from financial department

To whom it may concern:

I have been taking care of my neighbor for the past couple of years now, she is 80years of age and as we know pensioners can't always think properly she had misplaced her Woolworths account card so about two weeks ago I called the financial department for a replacement of her card with her sitting next to me for the answers she needs to give over the telephone we spoke to two consultants already because of their lines that keeps on cutting off and by the time we reached the third consultant we had to give all these info all over again Which we know her bills also don't come cheap... The consultant eventually helped us trough the process and a week after Woolworths in paddocks called us to come and collect her account card which we drove trough yesterday 27/10/2021 to go collect the card at the paddocks shopping mall... This lady is like a mom to me and her health is of utmost important to me she can barely walk but I went to assist her all the way, when we arrived at Woolworths the supervisor Melody then assisted us by giving and signing the card over we were happy I could see the happiness on my neighbors face after all our shopping we then came to the till to only find out the card does not work... By then Melody the supervisor then called the financial department to find out what's the problem on the card and then they found out that the consultant that assisted us over the telephone at home listened wrong by forwarding the last three digits to the financial department wrongfully... We were then waiting for almost 3hours at Woolworths paddocks shopping mall... Now the supervisor Melody then gave us the news we certainly weren't expecting at all because now they had to take the identity number again down and start the whole process from the start...

I mean is this the type of service Woolworths is giving this customer that has been a client of them for years then I would not know, at the end of the day we had to leave all her groceries which she needed behind and left with nothing, I am not worried about the petrol because I am doing this whole process for her to help her get the groceries she needs to go forward with...