WOOLWORTHS FINANCIAL SERVICES

I am writing to formally lodge a complaint regarding the unacceptable service I have received from your call centre agents, Renay April and Sinalo Manyisana, in relation to a payment made towards my Woolworths Store Card.

I made the payment and submitted the proof of payment to ***, as well as directly to both Renay April and Sinalo Manyisana via their work email addresses. Both agents confirmed that they had received the proof of payment and advised me that it had been forwarded to the Finance Department for allocation.

This was communicated to me on Friday, 4 September 2026, and again on 8 September 2026. Despite providing the required proof of payment and following up repeatedly, the payment has still not been allocated or reflected on my account to date.

I find this extremely concerning and unacceptable. I have fulfilled my obligation to make the payment and have provided proof within the required timeframe. Any failure to allocate the payment on Woolworths Financial Services' side should not result in the payment being treated as late.

I am particularly concerned that this delay may result in a late-payment record being submitted to the credit bureaus, which could negatively affect my credit profile through no fault of my own. I will not accept responsibility for any adverse consequences arising from an internal processing delay after I have provided proof of payment.

I therefore require the following to be addressed urgently today:

The payment must be located and allocated to my Store Card account. I require written confirmation that the payment will not be reported as a late payment to the credit bureaus. If anything has already been reported incorrectly, I require confirmation that this will be rectified immediately. I would also appreciate an explanation as to why this matter remains unresolved despite the proof of payment being submitted and confirmed as received. Please treat this as a formal complaint and urgent escalation. I expect a resolution and written confirmation today, 9 September 2026.

Should this matter not be resolved today, I will have no choice but to escalate the complaint further, including lodging a complaint on HelloPeter and raising the matter publicly through social media, as well as pursuing the appropriate formal channels available to me regarding any adverse impact on my credit profile.