Incorrect Debt order amount deducted

I took out a loan with Woolworths Financial Services in January 2018, I spoke to the consultant who confirmed the monthly repayment amount of R570 (in that range)and advised there was no initiation fee. The money was deposited into be account without any confirmation that my loan was successful. On the 23/02/2018 an amount of R1992.53 was deducted from my account which was not agreed to or authorised,I then contact the WFS Call Centre and spoke to a agent by the name of Chad and I then explained my situation and to no avail I requested to speak to a manager. Samantha then took over the call who advised she will escalate the matter and would contact me on Monday 26/02/2018. I never received a call back so I attempted to call back on the 28/02/2018, I requested to speak to a manager and was assisted by a lovely lady Naseegah Adams (Team Leader) she assisted me to the point where she requested the initial call of the point of sale and listened and then agreed I was provided with the incorrect information. She kept me up to date with feedback regarding my query and advised I would be refunded R1395 with 2-4 working days and confirmed this should not happen again. On the 01/03/2018 I received my refund of R1364 into my account. Absolutely amazing service. Then on the 23/03/2018 I was check my statement and to my amazement I discover an incorrect amount of R1653.21 was now deducted, been calm I then contacted the WFS contact centre on 26/03/2018 and requested to speak to Naseegah as she had a good understanding of my query. Naseegah confirmed she will have it sorted within 2-4 working days and a reversal of R1025.95 will be in my account shortly. I then confirmed if I should follow up or would she give me a call she confirmed if I dont hear from her that means everything is fine. As i took her words as she provided such excellent customer service the previous month I never doubted her. I then contacted the CC on the 05/04/2018 and spoke to Jayde who advised Naseegah had not submitted it to the finance department as she was on leave however he will proceed and the request will take 2-4 working days. 5 working day later still nothing, I then make contact on the 11/04/2018 and spoke to Emilo who then confirms he cannot see anything on his system. I then requested to speak to a Senior or a Team leader and was advised all the managers are in a meeting and he is unsure when they will be avail. I asked what time they are working till he then confirms till 9pm. I requested once the meeting is done if someone could contact me, he advised he is not sure. For such a WELL ESTABLISHED FINANCIAL INSTITUTION there are NObody supervising their contact centre so I guess Woolworths allows the CC agents to make the rules ( Still Shocked with this response) To date 12/04/2014 at 3.56pm I am still awaiting a call back after I left 2 messages today with Nolo whom advised Naseegah was on lunch and Ivana whom advised that Naseegah would contact me in 10 minutes as she was in a meeting.

I await her call back and response.

Im starting to get the feeling that Naseegah Adams is the only Team leader or member of management that actually works and takes responsibility . This women should be running the Contact Centre as none of her other colleagues seems to assist with her queries while she is away.

Thank you to Naseegah Adams for your amazing customer service and willingness to assist with my querie and trying to ensure it gets resolved. As for some of the CC agents I surely suggestion that be sent back to training for and intense Customer Services training session.

Regards

Frustrated & Shocked Customer