False promises of access to my store account

Dear Woolworths Team,

I am writing to formally raise a complaint regarding my Woolworths Store Card account. Despite settling the overdue balance in full (as per the attached proof of payment), I am still unable to access my card digitally via the app, and my physical card remains expired.

Over the past several days, I have made multiple attempts to resolve this through your WhatsApp line, customer service phone lines, email correspondence, and your Nationwide Recoveries Department. None of these avenues have yielded results. Your WhatsApp channel is consistently unavailable for financial queries, and your agents are not responding to emails timeously, if at all. The phone line is still terrible as you've not resolved the quality issue and the line regularly gets dropped.

Furthermore, I was explicitly informed in writing from you, from Nimble as well as contracted by you, that I would regain access to my store card *immediately* upon payment of the overdue balance. This has not happened. It was a trick to ensure full payment gets made, and their recoveries look good when there is no intention of honouring this.

The block on my digital card remains in place, and your Recoveries Department has today informed me that it will stay blocked for an additional month to ensure compliance with payments- despite the overdue balance being fully paid and reflected on my account. This amounts to false and misleading information, and I feel deceived by your conduct and deceit.

I have escalated this matter and have now reported your handling of this account to the relevant financial regulatory authority for breach of good faith and non-compliance with fair credit practice with screenshots of the false promises made to me via email.

To summarise my outstanding urgent queries:

Physical Store Card Replacement: Please advise how long it will take to receive a new physical store card. Will this be delivered to my registered address, or must I update it? My preferred collection store is Woolworths Table Bay Mall.

Digital Access: Why is my store card not accessible in the app, and what other methods can be used to access my store card in-store while I wait?

Customer Support Failures: Your WhatsApp and telephonic support lines are unresponsive, and email responses are delayed or non-existent. This makes it extremely difficult for customers to resolve urgent credit account issues.

Please treat this as an urgent request. I expect a response by the close of business please.

Kind regards,