Payment lost in transit

Item: Woolworths Retail South Africa
Rating: 1

I went into the Woolworths Waterfall Mall store in Rustenburg on Saturday the 17/12/ 2016 to buy 3 for 2 special on kids’ clothes. While paying, I told the cashier at the till I would first like to pay off my store card and will pay the difference for the items in cash. She selected ‘Account Refund’ instead of ‘Account Payment’ and then then proceeded to call her supervisor to void the transaction – I then made a payment of R2695 into my Woolies account. The amount didn't reflect on the account as it should have immediately so. The cashier & supervisor assured me that it will reflect the next day. I was promised to get the items on promotion price as it was not an error on my part. I explained that I'm on holiday in Rustenburg as I reside in Gauteng. At this point, I had left the store empty-handed still. I went back to the store the next day for the items I wanted to purchase and the above amount had still not reflected. The same cashier got a lady by the name of Michelle (supervisor, I assume) to phone customer service and I was told that the amount will reflect on Tuesday. I decided to pay R3300 cash for the items that I wanted to purchase (intended for use elsewhere) as I couldn't disappoint my children. On Monday the 19th I checked my Woolies app to monitor the status of my account and saw the credit available for R2700. I then called customer service to request the purchased items to be charged to the account and get the difference in cash. I was told to take the items to Rustenburg for a cash refund and charge them to my store account. I had to reiterate that I DO NOT STAY IN RUSTENBURG - the lady from your head office call centre suggested that I speak to the Waterfall store and get a resolution from them. HOW CAN THE STORE ASSIST ME IF YOUR HEAD OFFICE FAILED TO DO SO???? I requested that she speaks to them and arrange that I get this sorted at a store closer to me. She put me on hold and when she resumed the call told me that I need to take the actual items to the nearest Woolworths and get them refunded cash and charge the items to my store card and request the store that will be assisting me to contact Trisha at Waterfall if there's an issue. (CLEARLY THE STORE CAN MAKE SUCH ARRANGEMENTS AFTER MESSING ME AROUND SO MUCH) Wednesday 21st - I go into my app to double check before going into the nearest store and I find NO credit- yet the information states that the R2 695 was paid on the 17th. At 10:18 I phoned the customer care again and explained the situation. I was told to go to Rustenburg once again as the amount shows a refund - by now I'm starting to sound like a parrot and getting irritated. I requested to be put through to Waterfall store and got cut off. I phoned the store and asked to speak to a store manager and was transferred to Nthabiseng who described herself as a Trainee Manager. I explained to her in English and Tswana what happened. She took my details and promised to get back to me. At 10:54 she called back and said she called customer service and they advised that I go to the nearest Woolworths and try to sort this all out as customer service wanted to speak to me. I asked if I shouldn't call from my phone. She said I need to go to the store. I asked what will happen when I get to the store, she couldn't give me a straight answer. What must happen now? I’ve been ****med out of almost R2700 by your store!

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