Poor service makes me smile less about Woolworths

I have to start this post with. Woolworths is very effective in creating a high expectation, rightfully so, they do deliver good products.

My past experience, however, has left me frustrated with the customer service I received. Firstly, calling the call center is frustrating since the menus are so extensive that it seems like the lines revert back to one another. I phoned numerous times over the past couple of days and no call was less than 15 min, some I simply hung up. When I eventually do reach a consultant, I am often referred to a different apartment (happens twice within one call), I have to explain my problem from scratch, not to mention that I specifically followed the instruction to get through to the right department the first time.

Secondly, I canceled my credit card after it was ******, after I made a mistake with the security questions I was asked to visit a store, which I did. The consultant confirmed telephonically (when they phoned in the store) that my credit card has been processed and on its way (this was two weeks ago). After 3 days I haven't received any notification yet. I phoned again. According to the assistant, there was no evidence that my card was processed, so I ordered another one. Again being informed that my card is on its way. Today I phoned the store again. The lady confirmed that there was no evidence of my card being processed, after which she asked me to come into the store. Since I do not live close to the store I said that I will phone the customer service.

I did phone. After going back and forth from one consultant to the next and not getting any answer after 15+min I put the phone down and wrote this post.

Is it fine to say, I expected better?