Inadequate Service

On Sunday 27th May we went to Woolworths Canal Walk to open an account as the online application said declined due to some error. In store they advised us that he also qualifies for a Woolworths credit card and that can be processed, so he agreed and proceeded with the application, he could not continue as he never had his ID.

On Monday the 28th May my partner contacted Woolworths on ********** 469 the number that was on the SMS sent to him regarding his application and asked them if he gets a temporary ID can they then process with his credit card application and can he then get his card, they told him yes, he can do it with a temporary id.

On Tuesday the 29th May my partner and I went to home affairs to have a new ID processed as he lost his ID. While we were at home affairs I then also called Woolworths on ********** 469 to make sure that a temporary ID will work in the application and getting the credit card, I was also advised yes, the temporary ID will work.

After home affairs yesterday the 29th May we went to canal walk to continue with the application and was then told sorry we need your ID and not a temporary ID. Can you only imagine the anger at this point.

Firstly, we took off work and wanted to get all this sorted out, and the back and forth is frustrating. Driving up and down and now for the second time to continue with this we must come back once again. Secondly the waste of fuel and money doing the temporary ID as the only reason we did it was to do the application for the credit card. The inconvenience and different stories from so many people at Woolworths is just unacceptable. Its not a rocket science response to the question that the staff can not keep to the same process.

We got home (29th May) and I contacted Woolworths again ********** 4469 and spoke to Nkgahliseng (between 14.05-14.16) asked her the same question can we use a temporary ID to continue and have the credit card application and collection processed she said yes, I then told her about what happened at canal walk. She then spoke to her team leader and they also said yes we can. She also said that the team lead said that some store is difficult in accepting the temporary ID. This is seriously unacceptable as a darn temporary ID is issued for reason like this when you need your ID and you not have it, come on guys it is not that difficult. We not saying a different form of identity like driver licence is being used.

More frustrated as now the 4th person (including the team leader) confirming a temporary ID can be used. I then contacted the VnA branch (2:18-2:24) spoke to Ganeefa and asked them the same question can we use a temporary ID to continue and have the credit card application and collection processed she said yes explained to her the story. She then asked her college Mishay whom I also spoke to she also said yes she then said she will contact the credit card department or I can contact them I said I will contact them.

I then contacted the credit card department ********** Spoke to Cindy (14:25-14:28) asked the same question to Cindy question can we use a temporary ID to continue and have the credit card application and collection processed she said yes explained to her the story. She also asked if I can go to the store and have them contact them from there as an ID document and temporary ID is the same thing and same purpose as it is also issued from home affairs the only difference is the form and the temporary ID has an expiry date.

I then called (14:29-14:43) the canal walk branch back and spoke to Nozuko and told her the situation she then said oh yes, she remembers us. She then called her team leader Lee-Ann and she advised that they can not do it. I explained my frustration and the bull**** different response from Woolworths staff in total seven different people advised us that we can use the temporary ID as opposed to the staff at canal walk branch. Lee-Ann also called me back (15:07) to advised she spoke to someone and they also said no it can not be done.

I feel the inconsistence of process among all staff is unacceptable. Good and well if the process is as the staff say’s at canal walk branch but then each one should know the same process, and then customers won’t be messed around and caused inconvenience.

We will now have to visit the store for the third time for the same thing and will have to redo the application as we will have to wait for the ID as the temporary ID we took out solely for the application is now a waste. I feel that some form of compromise should be considered as all we got is a sorry we can not help you time wasted and a compensation for all the inconvenience.