Lack of communication... Corporate does whatever they want and to heck with the clients rights...

<p>Good day</p> <p>To my dismay after being a loyal client since 2004 and many years thereafter, I don't feel valued at all. I thought I would keep my loan account open after the poor servcie I received from the store card diviion and credit card division.These 2 accounts are now closed. The loan account will follow suit if my consumer rights are not taken in to consideration.</p> <p>Here is my complaint and brief description of what transpired:</p> <p>My debit order date was on the 27th of each month for the past 7 years and I requested it be changed to the 26th effectively from Jan 2017. The Jan debit order was successful as the this date fell on a week day. Now, the 26/02 fell on a Saturday, hence Woolies decides a week before my debit order date to send me a SMS that my debit order will go through on 24/02. The SMS didnt provide an option that I need to call in to change the date or opt out as per the call centre agent and manager/team leader mentioned (see attached screen shot). I contacted the call centre today in my busy schedule between work and my personal life which I am trying to maintain a balance since 2017 started. I liaised with Linda, contacted 26/02 @ approx. 16:18. I gave her my full story and didnt agree what Woolworths was doing. She places me on hold for approx. 5 minutes, calling from a cell phione.Never mind the cellular costs incurred, just stating the urgency.</p> <p>Linda returns and informs me that I was aware of the SMS and that Woolies will not provide a letter for my bank for the returned debit order. I was dusgusted with the feedback as no consideration was given to my reasons that I provided. I mentioned how long I am a Woolies client and she just kept going like a parrot that I was aware of the SMS.</p> <p>Never in my years dealing with creditors, if a debit order date falls on Sunday, does a debit go through on Friday. It has always gone through on the next workimg day, which is a Monday.</p> <p>For Christmas 2016, why didn'y my debit order go through on Friday 23/12, yet 27/12 was a holiday as announce by our S.A. president. How does this work with Woolies? I am still tryinh tom phathom this one out...</p> <p>Thereafter, I requested to speak to the Linda's manager or team leader, Lukman (no sure of the spelling) takes over the call and still emphasises that I received the SMS and it was my responsibility to have called in. He stated that debit order date 27th works the same, but to my surprise it doesnt. Look at the Dec debit order which I mention above.</p> <p>My concern is, if a client changes their debit order date to the 26th and Woolies implements such system rules, why is the client not educated at the time when the changes are done. I find this unfair business practice. Should Woolies implementy such changes, send notice via SMS 2 - 3 weeks in advance as this will give the client enough time to call in. Also, provide the opt out option as it it quicker response than calling back and waiting long for an agent to pick up. Especially during the week when it is peak time. Also, what about the people like me that doesnt have the time to call back straight away?</p> <p>I am asking you to please take into consideration my situation and revert to me a.s.a.p. to resolve this matter.</p> <p>I am a manager also in corporate working long hours whereby I arrive at work at 6:30am to plan ahead for the day and leave at 8pm everyday. Since I have returned in Jan, work has been hectic. This is no joke. I may have had ended up in hospital due to high stress levels and chest pains that I experienced, however I had to bring this under control before the worse happened.</p> <p>I have 1 new staff member which I am training and coaching, and 2 other staff members that under perfomance mamangement which takes a lot of time out of day. I cannot do all my work as I need to focus on them to provide better customer service, hence my emails and admin get done after hours only.</p> <p>Linda didnt even mentoned this to Lukman, her manager to my surprise when I asked him.This shows me her lack of attention to detail and poor listening s****s.</p> <p>I require a letter from Woolies for my bank that it was no fault of mine the debit order went through early. The returned debit order has now a negative effect on my accouint with my bank which is unfair and I dont need as I built an excellent relationship with them for the past 17 years.</p> <p>My salary clears on the 25th of each month only. Find attched a screen shot for your perusal reflecting no funds were availble on the 24/02 and that my salary cleared on the 25/02 only.</p> <p>I will consider closing this account as well. Don't get me wrong as this not a threat. It is just poor service and lack of communication to me as a client. My salary date needs to reflect on the system or soemthing built in to the system to avoid such things recurring.</p> <p>Please assist me on this. It will be highly appreciated.</p> <p>Anthony Cook<br /> ********** 433</p>