Woolworths Credit Card voucher issues

To the Woolworths Complaints Division Subject URGENT: Incident and professional handled Woolworths quarterly voucher 06th November 2017 To whom it may concern: We would like to bring the following (in writing this time) to you attention: As a Black Woolworths Credit Card holder we are receiving, every three months a WRewards quarterly voucher in the post. My problems are: 1. As the voucher is often over Rand 1000.00 I normally get the remaining money back onto a Woolworths gift card: a. your staff (teller) never gets this right the first time, it is always an issued and one feels like we have a problem paying at the teller, as in no time the supervisor, manager, customs service officer are there to find out how to solve the issue and to help! b. the most horrible and annoying feeling ever, as I am only asking to pay with my money I have earned thru the awards system created by Woolworths c. The teller staff does not know what to do, nor does the management (it seems at first) with that kind of situation. 2. I have contacted Woolworths customer service numerously (for the last 3 years), but the only answer I am getting is: we are sorry for the inconvenienced caused. NOT good enough! 3. On the 21th October 2017 we have visited the Woolworths Food store in the Riverside Mall in Nelspruit. We have paid with the WRewards quarterly voucher (please find the statement attached) a. the teller made the mistake and the entire system would not process our payment b. the staff was not able to put the remaining money onto the gift card voucher c. the management staff, tellers, supervisors and customer service officer were trying to solve that issue for more than an hour d. at the end we got the change given in cash e. we then purchased a gift card with our cash amount f. using my new gift card on 26th October 2017 at the Tzaneen Woolworths store, the teller told me that there is no money on the CARD g. 1.25minutes later - still no solutions - I was told to drive from Tzaneen Woolworths to the Riverside Mall, Nelspruit Woolworths to sort that issue out with the staff h. it makes me wonder that in today's times we would have to drive from shop to shop to get electronic money transferred - very strange. i. The shop manager at the Tzaneen Woolworths managed to help in a very professional and calming way j. my NEW voucher is now waiting for me in the Riverside Mall, Nelspruit Customer Services for collection k. we are from Hoedspruit (2 hours away from Nelspruit) and I will only be able to pick this up in a few weeks 4. Woolworths financial services a. Woolworths financial services was phoned from the Tzaneen mall to assist. I have spoken to the lady. After verifying my name, I was asked what she can help me with. I must say - she was the most unfriendly and seemingly irritated woman I have spoken to. That was also confirmed by the Tzaneen Woolworths staff at the customer service section. (please go back into you recording of the 21st October 2017 at around 15.00pm) 5. Customer Service (***) a. Since the incident I have phone the above number 3 times and spoken to the following ladies: i. Mrs. Nwabisa (twice) ii. Mrs. Este (once) iii. Mrs. Xhehaan (once) b. I was asked to speak to the Woolworths Financial Services instead as that was an financial service issue - well not only c. I was also asked for the reference number, which nobody gave to me in the first place d. on the Woolworths system was no record of any of my calls or complaints (also very strange) Conclusion: e. So far with in close to 2 1/2 weeks nothing has happened. f. It seems like the staff does not understand and care what is going on g. It seems that the staff has forgotten who the customer is h. I have tried to solve our issue via the phone, but obviously nothing works if you do not do this in writing. (hence this letter) i. We are very unhappy with the service we getting as Woolworths Credit Card holders j. The verbal apologies we are receiving means nothing to anyone anymore. It has gone beyond that stage. k. It means nothing if one apologises for the wrongdoing, but in the next breath you are doing the same "thing" again l. We are expecting some procedure in future, who does not make us feel like we have ****** money from Woolworths m. The hours I have spend waiting for a solution this time (more than an hour at the Riverside Mall in Tzaneen and 1 1/2 hours in the Tzaneen Woolworths store), phoning Woolworths customer services and writing this letter is unfortunately not excusable any more with a verbal of written apology

Please advise urgently of any action taken in our case.