Very Bad Call Centre Experience

I have always been a loyal customer at Woolworths, because of the high quality products and excellent service. I somehow changed when i experienced the Financial Services Department. Here's my story.

I app**** for a credit card online and was approved immediately. That was a smooth process. After calling the customer care line a few times to get more information, they advised I had to email my payslip and ID.

Finally the account was activated and i was informed about the benefits, e.g. free gift card worth R2020.00, free taste magazine, 2 coffees a month and free delivery. The agent explained the financial side of the contract and terms and conditions. I was fine with that.

I went to the store to get the card activated. Asked when the voucher will be loaded and was told in a nonchalant way, the vouchers are loaded on a Wednesday. I left it there. I've never felt so unsure when it comes to withdrawals, deposits, how to increase limits etc. SO i decided to contact the Woolworths Financial Department for more information. When i eventually got through to an agent, she did no confirmation of my details, i posed the question on what to do if i would like to increase the limit for payments. She advised i have to wait 10 days or if i wanted it done immediately, to go to any ABSA branch.

The Saturday morning, i waited at the bank at the Enquiries section, and after 30 min's in the queue, was told that they have never been informed that Woolworths Credit card holders can increase their limits at the branch. The lady there contacted a representative at the "Financial Services Call Centre".

On the call, the agent informed me that this is not done at the branch, i have to wait 10 days and there is no process to do so immediately. She also advised that i am not setup for security questions, when calling the call centre and we firstly to have this setup for future use.. I felt like a child in Grade R, new to this world and needed to be educated.

I asked what the limit was for payments, transfer, EFT's etc? She could not answer, placed me on hold for a very long time, eventually returned and said, there is no limit. I was approved for R34.000, so i can increase the limit to maximum.

I also asked her to log a complaint regarding the call centre agent who i spoke to on the day the card was activated, as she created an expectation that was not met. She told me she will log a complaint, i demanded to retrieve the call recording, but she informed me they would not be able to retrieve the call.

I insisted to get the call recording, to check with my call ID (that would be my mobile number)but she insisted she will not be able to help. My Word! Not Woolworths, I could not believe the service. I left the branch, very disgruntled and regretted applying for this credit card.

When i got home, i setup the internet banking and saw that the limit was at the time on R5000.00 - which was fine to me.

On Monday, 9th of March 2020, around 15:38 PM i contacted the Financial Services again, to check when the voucher will be loaded and how to make a payment back into the credit card.

Another bad experience. I wanted to know when the voucher will be loaded, The agent stated: After your first purchase. After registering on the Woolworths App, which was done and linking your credit card. I've done all of this.

Then i asked for the banking details to make payments back into the credit card from another bank institution. She provided the details and since i was driving at the time, i could not write it down. I asked whether she could email the info to me, take a screenshot, only to explain that it was not allowed and that she will log a request. The process at the call centre is ridiculous. Where is your FCR (First Call Resolution) when customers would like issues resolved. How can you not deliver when a client calls in. Why does the call centre create repeat callers.? Why is the process so difficult?

The next day, i received an email with the banking details.

As i've stated before, my loyalty to Woolworths has always been there. But with this experience, i'm sure i'm not the only one complaining. How is it possible, that such a high quality store can have so many defects in their processes when calling the financial side of the company?

I have been inconvenienced, ran from pillar to post and i would like to complain about everything mentioned above and especially the two call centre agents. The one who provided incorrect information - clearly she does not know the process and there might be a knowledge gap, or just agent behaviour.

And the second one i spoke to the Saturday at the branch on the call, who advised she logged a complaint, almost two weeks ago and no one got back to me. Why not a follow up call, why no peace of mind or making me feel welcomed as a new client.

I really would like these matters to be address with your call centre and trust that my faith in Woolworths would be restored.

From a very disappoint client.