Terrible client service from WFS

Exactly a month ago I contacted Woolworths Financial Services as I noticed that I am being charged ‘bank charges’ on my credit card statement which I should not have been charged. I first tried to call their call center but after three failed attempts of the calls just being dropped I decided to use the what’s app service. I was eventually called by an agent and I then asked for the card to be cancelled and gave the reason why, the agent advised that they will look into the matter and revert back to me. She called back the next day and advised I should not have been charged the fees and they will investigate the matter.

A whole month and an account later it showed that I owe them bank charges for two months and my account is now in arrears. According to my knowledge in owe Woolworths R0.00. I called the call center again and again dropped calls on the line and eventually assistance on the what’s app service. The agent then tells me they are investigating the account. My question is, how do you investigate an account for a month and provide zero feedback to the client? This past Saturday I tried to use the card instore and was informed by a very unfriendly employee at the pay point that the account is blocked.

I was informed by an agent that someone would in contact with me yesterday (27/10/2020). Today is 28/10/2020 and still no feedback from anyone at WFS. I have also sent an email requesting assistance but received no feedback, but they indicated that they have a 72 hour turn around time. I’m tired of hearing that they are working on the account as none of the agents can tell me who or which department is working on the reversal of the fees that they have been charging me for a year.

All I want is for this account to be cancelled but I guess I have to go through so many hurdles for such a simple request. I also fail to understand how such a big brand can have such ********** client service.