Financial customer SCARE service: Card replacement procedures
<p>In February 2017, my wife requested to have her worn Woolworths (secondary) card replaced. Two weeks later a replacement for <strong>my</strong> (primary) card arrived at Loch Logan Waterfront. Thus, the wrong card was replaced. We once again requested a replacement card for her, which, after a comedy of errors, only arrived at the end of May (we actually then received three cards). On the day that she requested a replacement card, her card was deactivated, meaning that for two months we could only use my card, and I had to accompany her every time she wanted to make a purchase. Then, while waiting for her card to arrive, my replaced primary card was damaged, and for a month we could not use any of our cards (mine, only at Woolworths shops by presenting the account number, but not at Engen WW Outlets). And, I had to accompany her every time.</p> <p>When her (three) card(s) arrived by the end of May, I could only then request for my damaged card to be replaced. On 7 June, I received and sms, saying that they are experiencing problems and that my card will be delivered within 72 hours, but I am still waiting. It is now 30 June. The last two weeks, the customer care centre (Samantha Smith) has not even answered my enquiries. On 25 June I phoned the financial customer care centre and the consultant promissed that they would send my card (VIP) and that I would receive it within 14 days. Another waiting period added. My point is: a new customer gets a card immediately, but loyal customers of over 40 years, who probably have spent hundreds of thousands of rans at WW over the years, have to go through this ordeal to have their cards replaced. A tedious verification process, nearly 20 trips to the shop, numerous e-mails and calls to complain, hours and hours wasted, but no results or personal communication from WW (I included my cell number with each e-mail communication every time, but no one went to the trouble to call me personally). We are fed up and disgusted with this treatment by Woolworths. I hope someone will wake up and realise it is customers like us that brought them up the here. Prof. LP Louw.</p>