LOYAL AND ACCREDITABLE CUSTOMER LOSES PERSONAL LOAN WITH NO PROPER EXPLANATION!!

<p>I have been a worthy and loyal customer of Woolworths for many years now, always shopping and supporting the franchise as well as always paying my accounts on time. This incident began on the 8th March, where I received a sms from Woolworths stating the following " Mrs A Waner, we have observed that you do not operate your woolworths Personal Loan account in line with the purpose for which the product was designed. As a result, your account will be closed on 22/03/2017. Should you continue to operate your account in this manner, the facility will be suspended immediately. For queries contact us on ********** ". This message was taken very seriously and immediately I tried to contact the number given. I finally got through that afternoon and spoke to a lady by the name of Thaarikah. I explained the situation and she said she would investigate and get back to me either the same afternoon or the next morning with the reason why I received such a message. I haven't heard from her again. I contacted the call centre again in that first week after I received the first message. A consultant by the name of Thami assisted me (call ref # ********** 37) and confirmed that the account is open and active with no problems. On the 23rd March, the day after the closure date stated in the first message (22nd March), I called to just check that the account was still active with no problems. A consultant by the name of Kalosa (call ref# ********** ) assured me that the account was active with no issues. On the 7th April 2017 I paid R60 000 into the account and on the 10th April I tried to do a withdrawal on the Woolworths app and I received a error message. NB - If there was still a issue associating with the loan account I would have never paid such a massive amount which I have 24 months to pay back. Why was I even allowed to make this payment at a Woolworths cashier if my account was suspended and ready for closure. When I made the payment I was assured by the cashier that there was nothing wrong with my account. After the error message on the app, I contacted the call centre once again and asked for assistance, they transfered me back and forth between the call centre. Finally I was transferred to a lady named Layla which assisted me with the withdrawal and confirmed that the money will be released and be available in 2-3 working days. By the second day nothing was yet available and on the 3rd day I phoned again. This is when I was transferred to a gentleman named Mariona (not sure of spelling) whereby he informed me that the account was closed due to it not being a transactional account. I explained to him the whole journey concerning this loan account and how we were assured the account was a 100% active with no ISSUES, he could not assist me. I requested a signed copy of the terms and conditions of the loan account, whereby he assured me that he will email it to me, I feel it is very important to state that this document does not clarify how many times you can withdraw, so how do they measure what is a transactional account. Mariona is yet another person in which I have never heard from again. At this point I feel like I have been treated inadequately concerning how much support I provide this company, and them taking the payment of R60 000 with no issues on a account which is meant to be suspended just clarifies how this is abuse. I called again today the 3rd May, I spoke to a lady named Tracy. I explained to her exactly what has happened, once trying to figure out why they send this message, I thought it could be due to using a voyager card to make payments into the loan account to try and gain traveling miles. There is no such issue or clause within the terms and conditions that we are not allowed to this. I explained this could be the reason but once the message was received we didn't continue, we didnt ignore or disrespect the message, we immediately contacted the number provided to try and rectify the issue as I clearly did. So why was the account suspended if they state " Should you continue to operate your account in this manner, the facility will be suspended immediately". Tracy went to check up and came back to me stating that the account is only open and active due to a payment owing, however it is the process of being closed once the account is paid up. She stated that she will go and investigate the message I was sent and find out what is exactly the reason for the closure as that is what we want to know! So many promises were made and nothing was met, only disrepect and no recognition for good clientele. </p> <p> </p>