Formal Complaint – Outstanding R500 Woolworths Voucher Promised for Credit Limit Increase

Good day,

I would like to formally lodge a complaint regarding a R500 Woolworths voucher that was promised to me when I accepted an offer to increase my Woolworths credit limit.

Earlier this year, I received a call from a Woolworths consultant who offered me an increase to my credit limit. I was specifically advised that if I accepted the increase on that day, I would receive a R500 voucher to use at Woolworths stores as part of the offer.

I accepted the offer, and the increased credit limit was loaded onto my account on the very same day. However, the R500 voucher was never loaded as promised.

I subsequently went into a Woolworths store to query the matter. The store contacted Customer Services on my behalf, and I was assured that the voucher would be loaded. Unfortunately, this did not happen.

I called again and was then advised that the voucher would be loaded in August.

On 7 August, I contacted Woolworths again. I was promised that someone would call me back regarding the matter, but I never received the promised call.

Yesterday, I contacted Customer Services again and was once more assured that the voucher would be loaded. However, instead of receiving the R500 voucher that was originally offered, two separate vouchers of R200 and R300 were loaded onto my account, both with spending conditions:

R200 off food when spending R1,000 R300 off when spending R1,300

I would like to make it very clear that this is not what was offered or agreed to.

The original offer was for a R500 voucher to use at Woolworths stores if I accepted the credit-limit increase. At no point was I advised that the R500 would be split into two conditional vouchers, nor was I told that I would have to spend additional amounts in order to receive the benefit.

I accepted the credit-limit increase based on the offer made to me. I have also continued using the Woolworths credit facility and paying the applicable fees and charges associated with it. I therefore expect Woolworths to honour the offer that was originally presented to me, rather than replacing it with a completely different promotion with conditions that were never communicated to me.

I am requesting that this matter be resolved as soon as possible and that the original R500 voucher, as promised, be honoured without any additional spending conditions.

Please also provide me with a written response confirming how this matter will be resolved.

I trust Woolworths will investigate the original offer and honour the agreement made with me.

I look forward to your urgent response.