Unfair and Misleading Settlement Practices by Woolworths Financial Services

I am lodging a formal complaint against Woolworths Financial Services (WFS) for what I believe to be unfair, misleading, and exploitative conduct relating to the closure of my credit account.

After settling my Woolworths credit account in full — as confirmed by the balance reflected on the official WFS mobile application — I was informed that I still owe an additional R119.46. WFS claims this is due to “not requesting a formal settlement balance” before making payment. This reasoning is unacceptable.

Consumers are consistently directed to use the WFS app to monitor their balances and payments. It is therefore entirely unreasonable and misleading for Woolworths to later disregard the balance shown on their own platform, especially when a consumer acts in good faith based on that information. This practice effectively penalises customers for trusting the company’s own system.

I view this as a lack of transparency and an unfair business practice that causes financial and reputational harm to consumers. WFS has refused to close my account until I pay this additional amount, which I dispute in full.

I have already attempted to resolve this matter directly with WFS, but their response remains unsatisfactory. I therefore request that your office urgently investigates and intervenes to ensure that:

1. My account is recognised as settled in full, based on the balance displayed on the WFS mobile app at the time of payment. 2. WFS ceases this misleading practice of adding unexplained fees after consumers request account closure. 3. Appropriate corrective action is taken to prevent this from re occurring.

I trust that your office will take this matter seriously and ensure that Woolworths Financial Services is held accountable for this unfair treatment.