Really bad service from Woolworths Financial Services

went to go to Customer Services today to get my Woolworths card replaced as the ribbon is damaged. There was 1 person on duty in Fourways branch, many people queing and when I query why there is only 1 person helping people I am told the other person is on lunch... so then I try contact someone from Financial Services via their Whatsapp portal and I am just not helped. Its been 2 hours and no one is coming back to me..... Really bad service. I think its time I closed my account - clearly they dont want me to have one