Customer service is no-existence at Woolworths.

Good day,

I visited the Umhlanga Gateway branch on Saturday morning. I proceeded to the pay point to pay for my purchases using my Woolworths store card.

My store card balance was Nil since my last payment was made in October 2023. As the cashier rang up my purchases I told her to charge it to my Woolworths store card. An amount of R733 or so.

I was told my card was blocked as there was an outstanding amount of R87. I was told I need to pay this amount in order to use the card. I was truly upset by this as Woolworths called me several times in August, September and October to advise my monthly payments had not been made even after payments were made by eft. I paid cash for my purchases and went to financial services to query this outstanding amount. Shernaz at financial services called Woolworths head office and put me on the line with a consultant by the name of Dylan. After explaining to Dylan, that I had paid my account in October and there was no outstanding balance, he advised there was an amount of R28 outstanding which incurred further charges resulting in in higher outstanding balance. I told him it was not right for me to pay as I was not notified of any outstanding balance. I explained I was not prepared to pay the outstanding amount. I further explained I paid the outstanding balance as I was tired of Woolworths calling me so many times in the month about outstanding payments when nothing was outstanding. He transferred me to another consultant. After explaining the situation and my wish to speak with someone in customer services she cut my call. I was on the call with customer services from 8:50 up until my call was cut at 9:15 with no resolution. Even further bad service. It seems of Woolworths Customer service can't help they just cut you off.

My balance before the R700 payment in October, at the end of September was about R680 therefore I paid R700 to settle the account to ensure there was a Nil balance. I don't feel it's right for me to pay R87 and any further additional charges. While Woolworths calls me at times up to 3 times in a month prior to settling the account to say my payment was not made. Even though the payment was made before I received the calls. Even calls at the end of October 2023 to ask me to increase my credit limit but no mention of any outstanding balance. No calls in November to advise of any outstanding balance!!!!!

I truly feel ****med by Woolworths as a customer they inundate me with calls to query payments which were already made. However when there is a small balance of R28 no one calls to advise but would rather charge me unnecessary charges that incur interest. Had I not gone to store this morning, I would not have known about this outstanding amount which has been building up by Woolworths fees and interest. I am not prepared to pay this outstanding amount.

If Woolworths can call me 3 times in a month about a payment why can't they call me about the outstanding balance? I am further dissatisfied by the lack of customer service provided by financial service when querying this telephonically. A financial services manager Dino, advised she log my complaint and copy me in. It is now 5 days later and I have not been been copied in on any communication from Woolworths and received no feedback in respect to my query. I called the store today 29 November 2023, and was told Dino is not in the store, another financial service consultant advised that Dino would call me, but no call received from her on anyone from Woolworths. STILL NO RESOLUTION!!!!!!!!!!!!!!!!!!!