URGENT REVIEW: Fees Charged for Unusable Service - Complete Failure in Delivery and Customer Support

I am writing this review on behalf of my wife, who recently opened a new account with Woolworths. The entire process, from card delivery to customer support, has been a comprehensive failure and has resulted in us being charged monthly fees for a completely unusable service. Failure 1: Expired Virtual Card and Non-Delivery of Physical Card As expected with a new account, my wife was using the temporary virtual card while awaiting the physical card delivery. The virtual card has now expired, and despite this, we have not received the physical card in the mail. This means my wife is actively paying monthly account fees for a service and product (the card) that she cannot use in any form. This is fundamentally unjust. Failure 2: Refusal to Assist In-Store (Vangate Mall Branch) Tried to purchase a product but was unable to due to expired virtual card.The staff at Vangate mall did not provide any assistance, not even directing her to the customer service line, The inability of the physical store to address a core administrative issue like a expired virtual card demonstrates a severe lack of training and support infrastructure for new customers. Failure 3: Unprofessional Call Centre Conduct We subsequently attempted to contact the official customer service line. During this call, the agent we spoke with was inaudible. Despite repeatedly informing the agent that we could not hear them over the phone, the agent refused to speak louder or adjust their tone/volume to ensure clear communication. To have a customer service agent outright refuse to communicate effectively, even when informed of the issue, is a stunning display of disrespect and unprofessionalism. Conclusion and Demand for Action We are being charged fees for a service we cannot access due to administrative failures on Woolworths' part, and when we seek resolution, we are met with refusal and negligence from both in-store staff and call centre representatives. We demand an immediate investigation into: The status of the physical card delivery and immediate issue of a working card. A refund or credit for all monthly fees charged during the period the card was unusable (from the date the virtual card expired). The conduct of the customer service agent (Date/Time 22 Nov 2025 around 10AM) and the Vangate Mall staff. This experience has been deeply disappointing and reflects extremely poorly on the operational standards of Woolworths.