Woolworths Garden Route Mall – A Serious Breach of Trust at Checkout

Dear Woolworths Customer Care,

I hereby lodge a formal complaint regarding a serious incident that occurred at Woolworths Food, Garden Route Mall, on 2 January 2026 at approximately 12:45 involving a cashier identified as M. Squire and the supervising manager on duty.

Background and Incident Description

My family and I visited the store to purchase girls’ school shoes and groceries. Upon reaching the “10 items or less” Woolworths Food tills, I expressly informed the cashier, on no fewer than three occasions, that I wished to pay using my Woolworths Account. I further explained that I had not yet received my physical card and therefore presented my virtual Woolworths card, open and visible on my cellphone screen.

Despite this:

1. The cashier proceeded to scan the items (totaling **R1,378.48**) and ignored my repeated instruction that payment was to be processed via my Woolworths Account. 2. Without my consent or authorisation, the cashier took my phone accessed my Google Wallet, and selected a credit card payment method of her own choosing, debiting my credit card directly. 3. At no point did I authorise access to my Google Wallet, selection of an alternative payment method; or deviation from my express instruction to charge the transaction to my Woolworths Account.

This conduct constitutes a serious breach of personal device security, customer consent, and payment integrity.

Manager Intervention and Refund Irregularities

When I immediately objected, the cashier inaccurately informed the manager that I had “changed my mind” regarding the payment method, which is entirely false. I clearly explained the situation and reiterated that the transaction was never authorised as a credit card payment.

The manager initially proposed refunding the amount to my Woolworths Account, which we expressly refused explaining that the funds were needed for immediate school-related expenses, including school fees and aWoolworths Account credit was therefore not an acceptable remedy.

Eventually, the manager agreed to refund the amount to my credit card, voided the slip, and instructed me to swipe my card again for the refund.

However no refund reflected in my FNB account at the time. I was informed it would be immediate, which it was not; When I queried this again, I was told the refund “was there” and was effectively accused of being dishonest; I received no refund slips or proof were provided to me, all slips were retained by staff.

The items were then re-scanned and correctly charged to my Woolworths Account, as originally requested.

Subsequent Discovery

After the funds still did not reflect, I approached Customer Care, where I was assured that a card refund would reflect by 20:00 that evening.

This morning, upon further investigation, I discovered that: No refund was made to my credit card, and Woolworths had unilaterally allocated the amount as a payment to my Woolworths Account, directly contrary to my explicit instruction.

Serious Concerns Raised

This incident raises the following grave concerns:

1. Who authorises Woolworths staff to access a customer’s personal mobile device and Google Wallet without consent? 2. Who authorises a cashier to override a customer’s explicit payment instruction and select an alternative payment method? 3. Who authorises Woolworths to allocate refunded funds at its own discretion, contrary to a customer’s express instruction? 4. Why was no refund documentation provided, and why was inaccurate information repeatedly conveyed to me?

As a direct result of Woolworths’ actions, our household is now without access to funds earmarked for our children’s school fees, at one of the most financially sensitive times of the year.

Required Resolution

I hereby formally demand the following:

1. Immediate reversal of the Woolworths Account credit and refund of R1,378.48 to the original credit cardfrom which the unauthorised debit was made; 2. Written confirmation of the refund, including reference numbers and processing details; 3. A formal investigation and disciplinary action against the cashier and the overseeing manager for: Unauthorised access to a customer’s personal device; misrepresentation of facts to management; failure to follow express payment instructions; and inappropriate handling of a customer dispute. 4. A written apology acknowledging the seriousness of this incident and the distress and inconvenience caused.

Woolworths positions itself as a premium retailer with high standards of customer care and trust. What occurred on 2 January 2026 is wholly inconsistent with that representation and is, frankly, unacceptable.

I await your urgent response and resolution.

Yours faithfully, Ashley Seaward